Employee Relations Supervisor HR Shared Services

Position Summary:

We are seeking a seasoned Employee Relations Supervisor to join HR Shared Services Centre (HRSSC) with responsibility for leading and overseeing the delivery of employee relations (ER) case management and advisory services through ServiceNow case management system . This role ensures fair, consistent, and compliant handling of employee concerns, investigations, grievances, and disciplinary matters. The ER Supervisor acts as an escalation point for complex cases, provides guidance to their service teams, and partners closely with Local HR and Legal to drive a positive employee experience while mitigating risk.

This senior-level role requires deep expertise in employment legislation , company policy , and investigative practices , with a strong ability to maintain confidentiality and exercise sound judgment in complex and sensitive situations.

Key Responsibilities:

• Case Management:
• Supervise day to day delivery of ER case management within the HRSSC Manage a team that resolves employee relations cases using the ServiceNow HR module , ensuring timely and accurate documentation.
• Ensure team SLAs and KPIs are being met.
• Act as an escalation point for the team while also managing your own cases.
• Triage, assess, and escalate cases as appropriate, maintaining service level agreements (SLAs) and compliance standards.
• Follow specific work instructions tied to country and region-specific processes and regulations.
• Team Coaching and Support
• Provide coaching and guidance to HRSSC specialists and analysts handling ER cases.
• Develop knowledge articles, FAQs and training material to improve service capability in handling ER matters.
• Foster a culture of employe e advocacy, fairness and continuous improvement in service delivery
• Stakeholder Management
• Act as a key liaison between HRSSC, local HR and managers on ER-related matters.
• Build strong relationships with business leaders to support a consistent and fair approach to ER.
• Escalate systemic issues or policy gaps to HR leadership for resolution.
• Employee Relations Expertise:
• Apply expert level knowledge on workplace policies, procedures, and employment laws.
• Conduct thorough investigations into employee complaints and policy violations.
• Partner with HR Solutions Partners teams to ensure consistent and fair outcomes.
• Policy & Compliance:
• Ensure all employee relations activities are compliant with internal standards and external regulations.
• Confidentiality & Decision-Making:
• Handle sensitive information with discretion and professionalism.
• Make critical decisions in high-stakes situations, balancing risk, legal exposure, and employee experience.
• Reporting & Analytics:
• Analyze case data to identify trends and recommend proactive solutions.
• Prepare reports for senior leadership on case outcomes, risk areas, and improvement opportunities.

Qualifications:

• Bachelors degree in Human Resources, Business Administration, or related field
• 5+ years of progressive experience (with at least 2 years in a Supervisory role) in employee relations or HR, preferably in a shared services or centralized HR model.
• Strong working knowledge of ServiceNow HR case management or similar platforms.
• Demonstrated expertise in employment law , policy interpretation , and workplace investigations .
• Exceptional communication, analytical, and interpersonal skills.
• Proven ability to maintain confidentiality and make sound, ethical decisions under pressure.

Preferred Skills:

• HR certification (e.g., SHRM-SCP, SPHR).
• 5 years experience in a similar role within a global or multi-state organization.