Employee Relations Specialist

Job Overview

Employee Relations Specialist (“ER Specialist”) is the contact for team members using the Employee Relations' toll free telephone number and/or other means to contact the Restaurant Support Center to report employment concerns or ask questions related to employment policies. The ER Specialist is responsible for the intake, evaluation, and processing of team member concerns/questions submitted to ER and resolves issues or escalates those matters as appropriate. In addition, the ER Specialist will partner with Employee Relations Managers and the Director of Employee Relations in other ER related matters.

Roles & Responsibilities

• As primary ER contact for team members, provides guidance in the Open Door Policy to ensure it is being used in accordance with the company's Dispute Resolution Process.
• During the intake process, actively listens, captures and summarizes in case management database relevant details, and evaluates concerns/questions to advise appropriately using independent judgment and escalates to stakeholders as needed. -Ensures all essential information has been received.
• Advises on ER issues using independent judgment and strategic thinking while upholding company values and culture, reducing company liability and ultimately improving the team member experience.
• Recommends corrective actions, documentation, performance coaching, investigations, or other actions for team members to Operations Management.
• Demonstrates ownership of ER decisions and actions; follows issues through to completion and professionally challenges pushback when necessary.
• Leads the process to compile and analyze documentation/information received about team member disputes and/or employment policy inquiries.
• Owns follow-up investigation with Operations, Restaurant Support Center departments and appropriate individuals /entities when required.
• Escalates issues timely and appropriately after investigation plan is developed and ensures accuracy when representing/relaying facts and information related to specific matters.
• Interacts and professionally communicates with current and former team members, all levels of management, Operations, Restaurant Support Center, external vendors/agencies, and other third parties in the daily activities associated with the administration of ER matters. This includes preparing and sending appropriate correspondence and/or information as required or requested.
• Reviews and updates cases logged in the HR Case Management Systems. Exercises discretion when assigning cases to self or ER Managers.
• Handles overflow from ER Managers on cases of moderate complexity and/or scope.
• Develops and maintains systems, written procedures, templates, and checklists for handling of ER related matters. When warranted, takes initiative to evaluate and recommend process improvements, changes, new procedures etc.
• Ensures accurate and timely completion of all intake concerns/questions and database entries.
• Supports the Employee Relations function, to include a wide variety of administrative duties, report creation and analysis, and serving as key ER liaison to various departments, operations, and other entities in performing such support
• Provides ER support to the closing or relocation restaurant process to include gathering payroll data, coordinating, as appropriate, support from marketing, operations, HR, payroll, and finance teams, and accurate completion of ER section in process notebooks to distribute to all stakeholders.
• Builds presentations and/or partners with ER Managers and ER Director on special projects, reporting, ER training, and investigations.
  
  

Required Technical Skills

• Advanced computer skills in MS Word, Excel, PowerPoint, and Outlook
• Knowledge and understanding of common legal terms, policies, rules, regulations and employment laws within the HR/Employee Relations practice area
• Excellent written and verbal communication skills — clear, succinct, and focused
  
  

Other Key Qualifications

• Ability to handle highly confidential and sensitive information
• Ability to make decisions independently and exercise discretion on when to escalate matters
• High level of common sense and patience
• Flexible, organized, and detail oriented with outstanding follow-through skills
• Ability to work independently, as well as with others, and handle multiple tasks with minimal supervision in a fast-paced environment
• Work well in team environment with the ability to communicate under pressure and use tact in handling team member concerns
• Ability to effectively handle high volume under strict deadlines
  
  

Education

• Bachelor’s degree in Human Resources, Business Administration, or related field, or, 2 years of work experience in human resources or employment law or equivalent HR work experience
  
  

Other Experience

• Bilingual (Spanish) – preferred
• Experience in Employee Relations environment a plus
• Familiarity with restaurant operations, especially Darden Restaurants, a plus