Director, Associate Relations
The Associate Relations Director is responsible for leading a team of Associate Relations Managers supporting various markets.
The Director coaches and develops team members associate relations skills, leads process improvement for case management and resolution, leads executive level investigations and ensures all performance expectations (SLAs) are achieved.
This role is data driven and responsible for insights to get to root cause and make recommendations to support positive associate relations.
The Director leads special projects that involve collaboration with cross-functional partners to deliver ministry Human Resources strategies.
Essential Job Functions
- Leads a team of Associate Relations Managers who manage the review, resolution and documentation of code of conduct related matters and policy violations, including but not limited to, harassment, discrimination, retaliation, workplace violence, unprofessional behavior and complex performance issues ensuring the right balance of risk mitigation, engagement and fairness is delivered throughout the case lifecycle.
- Supports and guides the Associate Relations Manager in handling associate employment concerns, providing quality customer service by resolving inquiries, questions and cases in a consistent, accurate and timely manner.
- Uses strong analytical thinking and fact based decision-making skills combined with the ability to think strategically and innovatively.
Examines root cause and provides recommendations to management to mitigate repeated issues.
- Acts as a subject matter expert (SME) to support the Center of Excellence (COEs) in the development, design, implementation and administration of associate programs, practices, standard operating procedures and policies to meet the changing needs of the organization and sustaining positive associate relations.
- Conducts employment investigations for cases of a more sensitive or complex nature, including executive level leaders.
- Monitors Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to hold team members accountable. Identify trends and recommend SLA adjustments as appropriate (e.
g., changes to scope, quality, responsibilities).
Leads technology enhancements to drive deeper data analytics and develop persuasive narratives and recommendations from the data.
Also includes leveraging surveys and reporting to share alternative solutions and process improvement recommendations with key business partners and COEs.
Collaborate on behalf of associate relations and partner with cross-functional projects requiring collaboration across multiple COEs to deliver ministry Human Resources strategies.
Licensing / Certification
Senior Professional in Human Sources (SPHR) (preferred)
Education
- Bachelor's degree in Human Resources (required)
- Master's in Psychology (preferred)
Work Experience
- 8 years of experience in Human Resources (required)
- 3 years of experience in Associate Relations (required)
Skills
- Associate Relations
- Employment Law
- Data Analysis
- Human Resources
- Active Listening
- Conflict Resolution
- Conflict Medication
- Ability to Influence
- Consulting
- Management
- Ability to Work Independently
- Leadership
- Mentoring
- Relationship Building
- Project Management
- Self motivated
- Presentations
- Teamwork
- Collaboration
- Change Management
- Confidential Information
- Professional Judgement
- Decision Making
- Critical Thinking
- Communication
- Interpersonal Skills
Director, Associate Relations
The Associate Relations Director is responsible for leading a team of Associate Relations Managers supporting various markets. The Director coaches and develops team members associate relations skills, leads process improvement for case management and resolution, leads executive level investigations...
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