Head of ER Case Management, UK & ROI

TN United Kingdom; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Head of ER Case Management to lead a dynamic team in the UK and ROI. This pivotal role involves setting strategic directions for investigations, ensuring high-quality service delivery, and influencing positive changes in employee relations. The ideal candidate will possess a strong background in human resources and labor law, with proven experience in managing large teams and conducting sensitive investigations. Join a forward-thinking organization that values innovation and excellence in employee engagement and relations.

Qualifications

• Extensive experience in HR, labor relations, or legal work.
• Proficient understanding of UK & ROI employment laws.

Responsibilities

• Lead and manage a team of HR Specialists for investigations.
• Analyze metrics to measure success and share insights.

Skills

Human Resources Management

Employee Relations

Investigative Processes

Data Analysis

Communication Skills

Labor Law Knowledge

Education

Bachelor's Degree

Graduate or Law Degree

Tools

Microsoft Office Suite

Job description

Social network you want to login/join with:

Head of ER Case Management, UK & ROI, London

Client:

Amazon UK Services Ltd.

Location:

London, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

Job Reference:

3d420d58b9e0

Job Views:

8

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

At Amazon, our businesses continue to grow and expand because of our customer focus, innovative technologies, and world-class operations. Driving all of our businesses are talented employees who are strong owners, insist on the highest standards, and obsess over our customers. When employees raise concerns, we owe them a fair, effective, and timely management of their case.

We are seeking a Head of ER Case Management to lead the team of case managers and intake advisors responsible for investigations in the UK and ROI.

This role requires a leader who can set the vision for investigations in the UK and ROI, drive systemic change, and empower their team to deliver strong results while executing IMCI (International Markets Centralized Investigations) strategy. The successful candidate will be a master of investigative processes and procedures, capable of exercising high-level judgment and influencing senior leaders to make positive changes in policies and procedures that impact the associate experience.

Key job responsibilities

1. Lead and manage a team of HR Specialists, ensuring high-quality investigations and excellent service delivery.
2. Set the strategic direction for investigations in the UK and ROI, aligning with broader IMCI and EWRS objectives.
3. Analyze key metrics to measure success and risk factors within the UK and ROI, sharing insights with executive leadership during Business Reviews and other platforms.
4. Build and manage relationships with field stakeholders to provide insight into the associate experience and drive or implement recommended process improvements.
5. Lead field Business Review meetings with PXT and Operations leaders to educate partners on investigations trends and learnings.
6. Develop systems to teach and train Case Managers and Intake Advisors, improving their foundational investigative knowledge and performance.
7. Create and implement systemic solutions to improve the associate experience in the UK and ROI.
8. Serve as a final escalation point for high-risk or high-visibility cases within the region.
9. Participate in and influence IMCI and EWRS process improvements and projects as a facilitating member.
10. Collaborate with peers, direct reports, and leaders across the network to rectify large-scale systemic defects.
11. Establish organizational succession planning for the UK and ROI team, creating a pipeline of internal talent and development.

About the team

The International Markets Centralized Investigations (IMCI) team seats within the Employee Workplace Relationships Services (EWRS) organization and is a newly formed function responsible for executing centralized investigations, case management, and intake for Global Operations and selected business lines employees in the United Kingdom, Republic of Ireland, and LATAM, with plans for future geographic expansion.

BASIC QUALIFICATIONS

• Bachelor's degree
• Extensive experience in human resources, labor relations, investigations, or legal work, with a demonstrated passion for employee relations and labor law, especially regarding employee investigations
• Experience managing and developing large teams in fast-paced, complex environments
• Proficient understanding of UK & ROI employment and labor laws
• Experience conducting investigative fieldwork, including interviews, data analysis, and documentation
• Prior experience supporting hourly employee groups in call centers, distribution centers, or manufacturing environments
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)

PREFERRED QUALIFICATIONS

• Graduate or law degree, or equivalent
• Experience leading sensitive investigations and managing high-stakes escalations
• Success in mentoring Employee Relations Investigators
• Experience hearing employee appeals in the UK
• Strong business acumen, strategic thinking, and sound judgment
• Excellent communication, influencing, and collaboration skills
• Ability to build trusted relationships with diverse stakeholders