HR Manager
HR Manager
Req ID#: 407821
Newcastle upon Tyne, Newcastle-W, GB
Job Description:
About Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Role Purpose
The HR Manager will be responsible for the development and management of value-added human resources policies and programs, provide expert consultation and deliver services and solutions in an efficient and customer-focused manner. Responsible for ensuring that key strategic goals are met across the site with a key focus on setting up the recruitment process for advisers, Team Managers and Operational Managers, alongside our recruitment partners, ensuring we are making the best use of grants and overcoming the challenges that come with setting up a new site with a new team in a stand-alone position with support from the UK.
The HR Manager will also be responsible for managing absence, attrition and ER case management at a strategic level, as well as delivering employee engagement initiatives, influencing change, delivering global programs at site level and working closely with other functions and the regional HR teams.
As the HR Manager you will ensure that all HR operations are carried out smoothly and effectively. You will be responsible for developing HR strategies and providing sound advice to senior management on all related subjects.
This role is based in Newcastle and is Fixed Term contract for 1 year
Primary Responsibilities
1. Oversees site recruiting efforts and ensures induction and other retention and attendance related processes are being fully utilized to meet business needs.
2. Oversees the associate relations activities and works with site leaders to coach site management in all areas of associate relations.
3. Approves involuntary separations to ensure consistency and compliance to policy and legal requirements.
4. Partners with global and regional HR teams in solutioning for optimum labour strategies.
5. Implements and administers global and local HR tools and programs for consistency and efficiencies.
6. Partners with Site Directors and senior leaders to support operational goals.
7. Ensures compliance with company processes and programs, governing laws and regulations, and applicable unions, works councils and CBA requirements to maintain progressive and positive relationships; complies with all regulatory agencies as needed.
8. Ensure appropriate documentation and records retention.
9. Provides overall leadership, demonstrates company values, maintains utmost confidentiality, drives for continual improvement and accountability, supports a high-performance culture, and maintains current HR and industry knowledge.
10. Manage set up, recruitment and grants available including employee lifecycle set up
11. Prioritising getting the right people to lead a new team
12. Legal entity set up and legal responsibilities, challenges and risks
13. Ability to set the standards in an agile way to make things work
14. Manage absence and attrition at a strategic site level
15. Work with other function leads to drive stakeholder satisfaction
16. Provide commercial and strategic advice as appropriate
17. Work with stakeholders to build and deliver site level strategy
18. Implement Global programs at site level
Experience Requirements
19. 8 – 10 years of progressively responsible experience as a Human Resources Manager or Specialist with extensive experience demonstrating successful employee relations, learning and development, and problem and conflict resolution.
20. Experience in managing exempt and non-exempt HR professionals preferably in multi-site and multi-state situations.
21. Experience in demonstrating extensive knowledge and applications of current employment laws.
22. Strong understanding of general labour policies and practices including discrimination, harassment, union avoidance or positive management of relationships with unions and works councils where appropriate.
23. Prior experience in delivering labour related training and development programs and assessing results.
24. Successful experience in behavioral interviewing and talent acquisition, assessment and development.
25. Experience in leading positive change. Call centre industry experience preferred.
26. 4-year college degree in human resources or business or equivalent experience and education.
27. Certifications and Licenses
28. Professional Human Resources certification and continuing HR/Legal education (when applicable).
Skills Requirements
29. Focus on Customer Service
30. Excellent communication skills – facilitation and presentation
31. Responsive, flexible and adaptable – sense of urgency
32. Organisation and time management
33. Problem solving and decision making
34. Ability to think operationally and strategically to achieve business goals
35. Strong knowledge of technology industry, call centre operations, workforce management and Foundever processes/procedures
36. Ability to work under pressure and to tight deadlines
Job Segment: HR Manager, Call Center, Employee Relations, Recruiting, HR, Human Resources, Customer Service