General Manager - Grievance & POSH - BPO (10-20 yrs)

Grievance & POSH Manager | BPO

Key Responsibilities:

Grievance Handling :

- Oversee and manage the company's grievance resolution process, ensuring complaints are documented, addressed, and resolved confidentially and efficiently.

- Act as a mediator between employees and management, promoting fair and objective resolution of workplace concerns.

- Conduct initial assessments, gather relevant information, and handle grievances with neutrality and professionalism.

- Ensure grievance resolution aligns with company policies, local labor laws, and compliance requirements.

POSH Compliance & Implementation:

- Develop, implement, and maintain the company's Prevention of Sexual Harassment (POSH) policy in compliance with legal standards.

- Conduct training sessions, awareness programs, and workshops to educate employees on POSH policies and reporting mechanisms.

- Serve as the primary point of contact for employees reporting harassment, ensuring confidentiality and a non-retaliatory process.

- Lead and support the Internal Complaints Committee ICC in investigating and resolving harassment cases.

- Regularly review and report on POSH compliance, training effectiveness, and policy implementation.

Investigation & Reporting:

- Conduct thorough investigations into grievances, including harassment complaints, ensuring fairness, accuracy, and confidentiality.

- Interview involved parties, collect evidence, and document findings in a structured and detailed manner.

- Prepare comprehensive reports and recommendations for senior management or the ICC.

- Collaborate with legal counsel or external consultants as needed to ensure compliance with regulations and best practices.

Employee Relations & Support:

- Provide employees with guidance on their rights, the grievance process, and reporting mechanisms.

- Offer support and counsel to employees involved in grievances, prioritizing their well-being throughout the process.

- Work closely with HR to enhance employee relations, fostering a positive and inclusive work environment.

- Identify recurring workplace issues and recommend preventive measures to mitigate concerns.

Training & Awareness:

- Design and deliver training programs on grievance handling, POSH, anti-discrimination policies, and ethical workplace behavior.

- Increase awareness of grievance redressal procedures and POSH policies through workshops and communication initiatives.

- Train managers and HR personnel to handle grievances and harassment complaints sensitively and effectively.

Policy Review & Continuous Improvement:

- Regularly review and update grievance handling and POSH policies to maintain relevance, effectiveness, and compliance with legal standards.

- Gather feedback from employees and management to refine grievance resolution processes.

- Analyze trends in grievances and harassment cases to identify root causes and recommend workplace improvements.

Confidentiality & Record Keeping:

- Maintain secure records of grievances and POSH-related complaints, ensuring strict confidentiality and legal compliance.

- Provide periodic reports on grievance trends and POSH cases to HR leadership while safeguarding individual privacy.

- Ensure accurate documentation of grievance handling, investigations, and outcomes for audit and compliance purposes.

Qualifications:

- Master's degree in Human Resources, Law, Business Administration, or a related field.

- Minimum of 10-14 years of experience in grievance handling, employee relations, or legal compliance, with significant exposure to POSH cases.

- Strong understanding of POSH laws, labor regulations, and compliance requirements.

- Proven expertise in conducting investigations, conflict resolution, and handling sensitive workplace matters.

- Excellent communication, negotiation, and interpersonal skills, with the ability to manage difficult conversations with discretion.

- Ability to maintain confidentiality and handle sensitive matters ethically.

- Certification in POSH training or employee relations-related programs is preferred.

Preferred Qualifications:

- Legal background or certification in labor law or HR management.

- Experience in conducting training sessions on grievance handling or POSH compliance.

Conclusion:The Grievance & POSH Manager plays a crucial role in fostering a safe, respectful, and legally compliant workplace. The ideal candidate will be a skilled mediator, an effective communicator, and a trusted resource for employees. This role demands high sensitivity, ethical judgment, and a deep understanding of grievance handling and harassment prevention.