HR Specialist – Employee Relations & Case Management

Gratitude Inc

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1 month ago

HR Specialist – Employee Relations & Case Management

5-8 Year(s)

₹ 60 - ₹ 70 Thousand p.m

Mumbai (bandra, mahim, Vikhroli, Airoli, Powai)

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Job Description

Key Skills

Problem solver Problem Solving BPO Operations BPO Recruitment BPO Hiring BPO Call center International BPO BPO/ITES attention to details Emotional Intelligence (EI) Attention to detail managing complex disciplinary cases from start to finish within a US HR environment.

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HR Specialist – Employee Relations & Case Management [Talent Consultation Analyst]

Location: Mumbai, India | Work Setup: Onsite, US Shift

Job Type: Full-time | Band: BPO 2/3 | Experience: 5–8 Years

Job ID: 418242 | Salary: Up to 9 LPA | Shift: US Time

Job Summary

Full ownership of HR disciplinary case management for US HR. Manage cases related to attendance, call avoidance, job abandonment, unauthorized settlement, and similar issues. Provide policy guidance, documentation, and support to managers/employees while ensuring compliance with company policies and US labor laws.

Key Responsibilities

- Case Management: Own the end-to-end disciplinary case lifecycle from initiation to resolution. Handle attendance, call avoidance, job abandonment, and other disciplinary cases

- Policy Guidance: Advise managers on HR policies for disciplinary actions. Interpret, apply, and update policies to ensure fair, consistent, and legally compliant treatment

- Documentation & Reporting: Maintain accurate case records and documentation. Prepare reports/presentations on case trends, outcomes, and policy recommendations

- Employee Support: Demonstrate empathy and active listening. Guide employees through the process and ensure access to resources

- Decision Making: Use critical thinking and judgment to evaluate complex cases and determine appropriate actions based on policy, precedents, and legal guidelines

- Collaboration: Partner with HR and cross-functional teams. Drive continuous improvement in case management processes and tools

Required Qualifications

- Education: Bachelor’s in HR, Sociology, Psychology, or related field. Postgrad in HR preferred

- Experience: 5–8 years in front-line HR with 4–6 years managing disciplinary cases. Proven US HR environment experience required

- Skills: Excellent written & verbal English, Empathy & probing, Analytical & critical thinking, Independent case management, US labor laws & HR best practices, Call handling with clients/customers[Mandatory]

Key Competencies

Empathy & Emotional Intelligence, Problem-Solving, Decision-Making, Attention to Detail, Professional Communication, Call Taking

Work Environment

Office-based, Mumbai. US Shift mandatory. Remote flexibility as per policy.

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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Norman Bogonko

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