Manager, Employee Relations Management
3 weeks ago
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
The Manager, Employee Relations Management is a key strategic pillar and partner to the Global Employee Relations Team and across the region to the Global Human Resource Business Partners (HRBPs); Global Employment Law Team; Diversity, Equity, and Inclusion Team; and Global Safety & Security Team. The Manager, Employee Relations oversees a team of employee relations professionals who provide specialized, in-region performance management support to people managers, conduct investigations / grievances, provide advice and counsel related to interpersonal / workplace conflict matters, and support on various sensitive employee matters. The Manager, Employee Relations also provides meaningful, data-driven, and actionable insights and recommendations back to the Global Employee Relations Team's key stakeholders across the region.
What You Get To Do
- Bring our People Pact to life as you act as the voice of the region and decision maker to help drive consistency and fairness, and to ensure regional and cultural nuances are represented.
- Act as regional pillar to ensure centralized internal Employee Relations Case Management (ERCM) tracker is updated and maintained, acting as a champion for data hygiene and providing oversight and ensuring alignment and consistency in approach with the rest of the global ER team.
- Manage and assemble a diverse and inclusive Employee Relations team that executes on strategic and operational goals and scales for the future, while driving consistency and producing excellent employee experiences.
- Conduct low- to moderate-complexity investigations, grievance processes, and disciplinary processes as appropriate, ensuring that all appropriate documentation is created and maintained, and providing actionable recommendations and insights back to the enterprise.
- Operate with a strategic mindset by providing actionable, data-driven insights and trends to the business, while driving process improvements/standardizations, upskilling the team, and partnering with key stakeholders to close knowledge gaps.
- Provide thought leadership and strategic guidance to a team of ER professionals around day-to-day caseload, operational excellence, and best-in-class stakeholder partnership.
- Partner with COEs, Operations, and HRBPs to ensure HR programs and policies are delivered in functionally and regionally relevant ways, ensuring local and cultural nuances are taken into consideration.
- Support ongoing growth and development of the team by identifying training and stretch opportunities, developing key talent, and fostering a growth mindset.
- Act as the primary escalation point for Employee Relations, HRBPs, and Service Delivery Partners in region.
- Partner with Global Employment Law, Ops, COEs, and HRBP stakeholders to develop and deliver initiatives aligned to the region and across the enterprise to promote ServiceNow's core values and culture.
- Collaborate with global counterparts to ensure global consistency and facilitate best-practice sharing where possible.
Qualifications
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- 2+ years of experience as a people leader in the Employee Relations / Human Resources space; experience in employee performance development with strong coaching skills preferred; an aspiration of seeing the entire team fulfill their potential at ServiceNow.
- A minimum of 4 years' experience in client-facing employee relations roles, to include experience and expertise in performance management (including coaching managers, administering Performance Improvement Plans, and providing support through sensitive exits), or conducting both high- and low-complexity investigations and grievance processes, across various countries in region.
- Excellent interpersonal, facilitation, presentation and negotiation skills.
- Ability to manage multiple complex issues and prioritize projects concurrently.
- Ability to manage own time and workload, juggling conflicting priorities.
- Passion for identifying the root cause of problems and providing strategic, actionable insights and recommendations in response to those problems.
- Ability to work effectively and autonomously under pressure in a fast-paced environment.
- Possess confidence in handling ambiguous and fluid situations.
- Good understanding of cultural and geographical differences and practices across region and across the globe, and flexibility to collaborate across time zones as needed with key partners.
- Credibility and integrity in communications to ensure information flows both upward and downward.
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