Senior Manager - Employee Care

Job Title - Senior Manager - Employee Care

About the Role

You will lead and oversee the Employee Care function for our outsourcing operations, championing initiatives that drive employee engagement, well-being, and retention. This role combines strategic vision with hands-on execution: you will design and implement employee experience programs, manage care operations, and collaborate cross-functionally to ensure a supportive, high-performing workforce. Your focus will be to build a positive, inclusive culture that enhances productivity and reduces turnover.

Key Responsibilities

Employee Engagement & Experience

Develop and execute a comprehensive employee engagement strategy to boost morale, satisfaction, and loyalty.

Create and manage programs such as town halls, surveys, recognition schemes, and team-building activities.

Monitor engagement metrics and propose improvements based on feedback and data trends.

Well-being & Care Programs

Design and implement well-being initiatives covering mental health, physical wellness, and work-life balance.

Lead care campaigns and support services (e.g., employee assistance programs, counseling, stress management).

Partner with external vendors to deliver wellness workshops, seminars, and benefits.

Onboarding & Offboarding Support

Oversee the onboarding process to ensure new hires receive a warm, structured, and engaging welcome.

Design onboarding programs that build connections, clarify expectations, and promote integration.

Manage offboarding processes in a compassionate and compliant manner while gathering feedback for continuous improvement.

Employee Relations & Retention

Act as a key escalation point for employee concerns, grievances, and complex relations issues.

Provide coaching, mediation, and conflict-resolution support to managers and teams.

Develop retention strategies, including stay interviews, career development coaching, and growth initiatives.

Policy Development & Compliance

Develop and maintain employee care policies, guidelines, and standard operating procedures.

Ensure policies align with legal requirements, internal values, and industry best practices.

Conduct regular reviews of policy effectiveness, recommending adjustments when necessary.

Performance Measurement & Analytics

Define and track KPIs around engagement, turnover, absenteeism, and well-being program adoption.

Use data from surveys, HRIS, and care initiatives to generate insights and drive continuous improvement.

Report on trends, successes, and areas of concern to senior leadership with actionable recommendations.

Cross-Functional Collaboration

Work closely with HR, Operations, Learning & Development, and Leadership teams to align care initiatives with business goals.

Partner with People Ops and Talent Acquisition to integrate care strategies into talent lifecycle.

Collaborate with Finance and Admin to manage employee care budgets and vendor relationships.

Team Leadership & Development

Lead and develop a high-performing Employee Care team across multiple locations.

Build coaching and training programs to develop care competencies among team members.

Promote a culture of empathy, ownership, and continuous learning within the care organization.

Qualifications & Experience

Bachelors degree in Human Resources, Psychology, Organizational Behavior, Business, or related discipline.

Minimum of 812 years of experience in HR, employee engagement, employee relations, or care functions, preferably in BPO, outsourcing, or service industries.

Prior experience managing a team dedicated to employee experience, relations, or well-being.

Strong understanding of HRIS, employee survey tools, and engagement platforms.

Demonstrated ability to design and manage well-being and care programs.

Proven track record in managing employee relations, conflict resolution, and retention strategies.

Excellent communication, empathy, coaching, and interpersonal skills.

Strong analytical mindset with experience leveraging data to inform programs and decisions.

Ability to lead cross-functional projects and influence at senior leadership level.

High level of discretion, integrity, and professionalism with sensitive employee matters.

Key Competencies & Behaviours

Strategic thinker with a people-first mindset

Empathetic, approachable, and emotionally intelligent

Excellent problem-solving and conflict resolution skills

Data-driven with strong analytical and reporting capability

Leadership presence and team development ability

High ownership, resilience, and adaptability

Collaborative mindset and cross-functional influencing

Commitment to continuous improvement and innovation in care practices

What We Offer

Competitive base salary with performance-based incentives

Opportunity to lead a strategic function in a fast-growing outsourcing business

High-impact role with visibility to senior leadership

Supportive and inclusive work environment focused on well-being and development

Access to resources for professional growth and learning

Ability to shape programs that directly affect employee happiness and retention

Apply now!