Employee Relations Head

Expedise Management Solutions Inc.; San Pedro; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Expedise Management Solutions Inc. is seeking a Customer Care Head to lead employee relations, customer compliance, and workforce management across assigned BUs on a full-time, on-site basis in the Philippines.

You will guide teams using the LMA approach, ensure timely resolution of escalated issues, and drive policy adherence and operational excellence. You will analyze compliance data, develop strategies to improve adherence to regulations and company policies, and review handbooks and

Qualifications

• Experience leading customer care or service teams.
• Strong understanding of compliance requirements and employee relations.
• Ability to analyze data and translate insights into actions.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead, manage, and hold team members accountable through the Lead, Manage, and Accountable (LMA) framework.
• Handle and resolve high-level customer concerns and escalated issues in a timely and professional manner.
• Monitor, analyze, and maintain customer compliance data and reports.
• Develop and implement compliance strategies to improve adherence to company policies, customer requirements, and applicable regulations.
• Review and update customer handbooks, policies, procedures, and related documentation when necessary.
• Conduct regular employee one-on-one sessions to address concerns, provide guidance, gather feedback, and support employee engagement.
• Identify opportunities for automation and process improvements to enhance operational efficiency and service delivery.
• Utilize data analytics and data-driven insights to identify trends, monitor compliance, and support strategic decision-making.
• Conduct regular customer visits across assigned Business Units to strengthen relationships, assess operational concerns, and ensure compliance requirements are being met.
• Oversee mandatory compliance requirements and ensure proper monitoring and completion of necessary documentation and employee requirements.

Skills

Leadership

Employee relations

Compliance management

Data analytics

Process improvement

Customer escalation handling

Stakeholder management

Job description

About the role

The Customer Care Head is a full-time, on-site role responsible for leading employee relations, customer compliance, and workforce management initiatives across assigned Business Units (BUs). This role ensures that customer concerns, employee relations matters, compliance requirements, and legal obligations are properly managed and addressed. The position applies the Lead, Manage, and Accountable (LMA) approach to ensure that team members and stakeholders are properly guided, performance is monitored, and responsibilities are completed efficiently.

Key responsibilities

• Lead, manage, and hold team members accountable through the Lead, Manage, and Accountable (LMA) framework
• Handle and resolve high-level customer concerns and escalated issues in a timely and professional manner
• Monitor, analyze, and maintain customer compliance data and reports
• Develop and implement compliance strategies to improve adherence to company policies, customer requirements, and applicable regulations
• Review and update customer handbooks, policies, procedures, and related documentation when necessary
• Conduct regular employee one-on-one sessions to address concerns, provide guidance, gather feedback, and support employee engagement
• Identify opportunities for automation and process improvements to enhance operational efficiency and service delivery
• Utilize data analytics and data-driven insights to identify trends, monitor compliance, and support strategic decision-making
• Conduct regular customer visits across assigned Business Units to strengthen relationships, assess operational concerns, and ensure compliance requirements are being met
• Oversee mandatory compliance requirements and ensure proper monitoring and completion of necessary documentation and employee requirements