Employment Relations Manager

This is a key role in the SaaS division of a large, well established professional services firm; supporting a clientele that comprises thousands of small and medium sized businesses across Australia and New Zealand

The SaaS offering is an all-in-one software solution and provides expert Employment Relations advice 

Role Description:

The Employment Relations Manager will play an integral role in leading the day to day operations of this fast-paced ER business unit - driving productivity and performance, while also possessing the commercial acumen to influence change at a senior level

Responsibilities:

• Be the escalation point for complex and challenging Employment Relations queries. 
• Lead, coach and develop the ER team, with weekly one-to-ones and standups
• Maintain high service levels; ensuring adherence to SLAs & KPIs for their ANZ service channels - and providing reporting on these
• Review existing processes within the Advice teams and engage with management to define and implement new processes to improve customer engagement and sentiment
• Handle and resolve escalated service issues - providing telephone Employment Relations advice to clients and taking ownership and responsibility for ongoing cases when required
• Oversee the development and drafting of customisable documentation; ensuring they are legally accurate and in line with current legislation
• Drive a uniform and consistent approach to client interaction and a reduction in client cancellations and complaints
• Drive an increase in retention rates

Skills and Experience:

• Minimum of 5 years experience in an Employment Relations role 
• Strong operational and commercial business experience; ideally having some experience of working in a SME
• Some experience in a corporate services or consulting environment - dispensing advice via phone or email - an advantage
• Excellent leadership skills - drive performance and "listen" to the team
• One year's management experience or be a driven lead or senior team member without previous management experience but who wants to move to management
• Knowledge of Australian federal and state employment laws e.g. Modern Awards, NES and Fair Work Act
• Excellent communication and stakeholder engagement skills and experience 

 Consultant: Colin Massey

Keywords: Employment relations, ER, HR, Human Resources, advice, HR advisory, ER advisory, Modern Awards, NES, Fair Work Act, SaaS, telephony, omni-channel, lead, team lead