Manager, HR Shared Services-Employee Relations

AAA Club Alliance•Wilmington, DE

2d•Hybrid

About The Position

AAA Club Alliance is hiring for an Employee Relations Manager to join our HR Shared Services team! The Employee Relations Manager provides day-to-day management of HR Shared Service Center Specialists supporting Employee Relations operations. This role is accountable for assisting the Specialists with difficult and/or escalated issues as needed and providing answers resulting in timely resolution of cases.

Requirements

Bachelor’s degree in HR; equivalent experience may be considered in lieu of degree
8 + years of experience in employee relations and/or leave of absence
3+ years of supervisory/management experience
Workday experience preferred
Strong written and verbal communication skills; able to communicate with tact and diplomacy
Ability to influence others on policies, practices, and procedure
Effective at capturing and synthesizing information from multiple parties
Solid understanding of employment laws
Ability to handle sensitive and highly personal information daily and maintain confidentiality in a mature and insightful manner
Exercise sound judgement and make decisions in a fair and consistent manner
Ability to handle stressful situations with grace and diplomacy and remain neutral in difficult associate relations issues
Demonstrated experience working across multiple states
Proficient in Microsoft Office and experience with case management technology preferred

Nice To Haves

PHR or SPHR preferred

Responsibilities

Resolves difficult/escalated employee relations issues and leave of absence cases; provides direction and recommendations to all levels of leadership, ensuring fairness and consistency of policy and practice.
Oversees and coordinates the services and operations of the team, ensuring compliance with all AAA Club Alliance policies, procedures, regulations and standards of practice.
Monitors, measures and ensures adherence to established work processes, quality standards and customer service level agreements.
Provides consultation to managers on policies and compliance regarding employment-related matters.
Investigates and resolves employee complaints, issues, and concerns regarding employment practices originating from Shared Services hotline and other sources.
Conducts interviews and prepares relevant documentation using investigation guidelines.
Recommends appropriate resolution of complaints, develops action plans and follows up to ensure completion.
Interacts with internal (COs, Field HR) resources to acquire needed information to lead work to completion.
Coordinates all Accommodation requests to include general administration, interactive process, and compliance with all related policies and employment laws.
Reviews dashboard metrics daily to optimize efficiency and ensure work is completed in accordance with service level agreements (SLAs).
Provides reports to Field HR and COE’s to be used in solving people related business challenges and HR strategy.
Performs human resources responsibilities for staff which include interviewing and selection of new employees, staff development, performance evaluations, corrective actions, terminations and overall Associate engagement.
Participates on Human Resources and/or company-wide project teams.
Other duties as assigned.

Benefits

Competitive annual salary
Annual Bonus + Annual Merit Increase Eligibility
Hybrid schedule (3 days on-site weekly)
Comprehensive health benefits package
3+ weeks of paid time off accrued during your first year
401(K) plan with company match up to 7%
Professional development opportunities and tuition reimbursement
Paid time off to volunteer & company-sponsored volunteer events throughout the year
Free AAA Premier Membership
Health & Wellness Program
Health Concierge Service
Life Insurance and Short Term/Long Term Disability
Medical, Dental, and Vision plan options
Up to 2 weeks Paid parental leave
2+ weeks of PTO within your first year
Paid company holidays
Company provided volunteer opportunities + 1 volunteer day per year
Continual learning reimbursement up to $5,250 per year