HR Manager

About Us FoundeverTM is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we are the team behind the best experiences for over 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 a Fixed Term contract for 1 year.

Primary Responsibilities:

• Oversees site recruiting efforts and ensures induction and other retention and attendance related processes are being fully utilized to meet business needs.
• Oversees the associate relations activities and works with site leaders to coach site management in all areas of associate relations.
• Approves involuntary separations to ensure consistency and compliance to policy and legal requirements.
• Partners with global and regional HR teams in solutioning for optimum labour strategies.
• Implements and administers global and local HR tools and programs for consistency and efficiencies.
• Partners with Site Directors and senior leaders to support operational goals.
• 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.
• Ensure appropriate documentation and records retention.
• 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.
• Manage set up, recruitment and grants available including employee lifecycle set up.
• Prioritising getting the right people to lead a new team.
• Legal entity set up and legal responsibilities, challenges and risks.
• Ability to set the standards in an agile way to make things work.
• Manage absence and attrition at a strategic site level.
• Work with other function leads to drive stakeholder satisfaction.
• Provide commercial and strategic advice as appropriate.
• Work with stakeholders to build and deliver site level strategy.
• Implement Global programs at site level.

Experience Requirements:

• 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.
• Experience in managing exempt and non-exempt HR professionals preferably in multi-site and multi-state situations.
• Experience in demonstrating extensive knowledge and applications of current employment laws.
• 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.
• Prior experience in delivering labour related training and development programs and assessing results.
• Successful experience in behavioral interviewing and talent acquisition, assessment and development.
• Experience in leading positive change. Call centre industry experience preferred.
• 4-year college degree in human resources or business or equivalent experience and education.
• Certifications and Licenses Professional Human Resources certification and continuing HR/Legal education (when applicable).

Skills Requirements:

• Focus on Customer Service.
• Excellent communication skills – facilitation and presentation.
• Responsive, flexible and adaptable – sense of urgency.
• Organisation and time management.
• Problem solving and decision making.
• Ability to think operationally and strategically to achieve business goals.
• Strong knowledge of technology industry, call centre operations, workforce management and Foundever processes/procedures.
• Ability to work under pressure and to tight deadlines.