ER - Executive

Job Summary

The Employee Relations Executive is responsible for supporting employee engagement, retention, grievance resolution, policy implementation, and employee communication initiatives within the organization. The role acts as a bridge between employees and management, ensuring a positive work environment, timely resolution of employee concerns, and adherence to company policies and labor regulations. The position plays a key role in reducing attrition, improving employee satisfaction, and driving engagement initiatives in a fast-paced BPO environment.

Key Responsibilities

• Serve as the first point of contact for employee concerns, queries, and workplace issues.
• Support investigation and resolution of employee grievances, disciplinary matters, and conflict situations.
• Maintain confidentiality while handling employee-related concerns.
• Ensure proper documentation and closure of employee relation cases.
• Conduct regular employee connect sessions, one-on-one meetings, and skip-level interactions to understand employee concerns and provide timely resolutions.
• Manage employee tickets and ensure adherence to defined turnaround times.

Attrition Management & Retention

• Conduct attrition analysis and identify trends impacting employee retention.
• Perform shrinkage analysis and share actionable insights with operations and HR stakeholders.
• Execute retention initiatives and win-back programs for employees who have resigned.
• Conduct stay interviews and employee feedback discussions.
• Support referral drives to meet hiring requirements.
• Track and report retention metrics regularly.

Employee Engagement

• Plan and execute employee engagement activities as per the engagement calendar.
• Coordinate weekly and monthly Rewards & Recognition (R&R) programs.
• Conduct Employee Satisfaction (ESAT) surveys and analyze results.
• Organize employee wellness, cultural, and team-building initiatives.
• Ensure high participation and effectiveness of engagement programs.

Internal Job Posting (IJP) Management

• Coordinate and manage the Internal Job Posting (IJP) process.
• Communicate available opportunities and eligibility criteria.
• Track applications, coordinate assessments/interviews, and provide updates to stakeholders.
• Maintain IJP records and generate periodic reports.

Compliance & Policy Implementation

• Ensure employees are aware of company policies, code of conduct, and workplace guidelines.
• Support implementation of HR policies and standard operating procedures.
• Assist in POSH awareness initiatives and mandatory compliance trainings.
• Ensure compliance with labor laws and company regulations.

Communication & Employee Support

• Draft and circulate employee communications, announcements, and engagement updates.
• Conduct employee orientation sessions related to company policies and culture.
• Support change management initiatives and organizational communication programs.
• Build positive relationships with employees across all levels.

Reporting & MIS

• Prepare weekly and monthly reports on attrition, shrinkage, employee engagement, and ER activities.
• Maintain employee relations dashboards and trackers.
• Analyze employee feedback and recommend improvement initiatives.
• Present insights and action plans during HR and Operations review meetings.

Key Performance Indicators (KPIs)

• Attrition Rate Management
• Shrinkage Reduction
• Employee Satisfaction (ESAT) Scores
• Employee Grievance Resolution TAT
• Retention and Win-Back Success Rate
• Employee Engagement Participation Rate
• Referral Contribution to Hiring
• IJP Closure and Internal Movement Metrics
• Employee Ticket Closure Efficiency

• Strong communication and interpersonal skills
• Employee grievance handling and conflict resolution
• Good analytical and reporting skills
• Knowledge of labor laws and HR practices
• Employee engagement and retention management
• Strong stakeholder management abilities
• High level of confidentiality and professionalism
• Proficiency in MS Excel, PowerPoint, and HRMS platforms
• Problem-solving and decision-making skills

Educational Qualification

• Bachelors Degree in Human Resources, Business Administration, Psychology, or related field.
• MBA/PGDM in HR preferred.

• 1–4 years of experience in Employee Relations, HR Operations, HR Generalist, or Employee Engagement roles.
• Experience in BPO, Contact Center, Shared Services, or similar high-volume environments preferred.