Manager, HR Shared Services-Employee Relations

AAA Mid-Atlantic • Wilmington, DE

1d • 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager