Team Member Relations Representative

Job Description:

The Team Member Relations Representative plays a crucial role as the secondary administrator for team member relations activities within the organization. This entails offering advice, guidance, coaching, and training to both team members and managers to foster a work environment characterized by respect and efficiency. In addition to serving as a liaison between the managerial team and Legal on team member relations matters, the Representative oversees the company's internal investigations into team member complaints.

Collaborating closely with team members and management, the Team Member Relations Representative facilitates effective communication regarding various people policies, procedures, standards, and legal requirements, working towards equitable resolutions. A key responsibility involves monitoring and evaluating communications such as calls, emails, and scans to discern whether a request warrants a consultation or a full investigation.

Furthermore, the Representative is tasked with conducting investigations related to disciplinary matters involving both team members and managers. This includes responding to team member and managerial complaints, conducting in-restaurant team member round tables, as well as providing valuable advice and guidance on disciplinary procedures. By fulfilling these responsibilities, the Team Member Relations Representative actively contributes to maintaining a positive and compliant workplace atmosphere.

CORE RESPONSIBILITIES

Enable our Purpose to create lifelong memories by igniting the senses with unrivaled food and experiences:

Family:  Work together to make everyone feel at home, and we step up when someone needs help

• Acquire team member-related concerns through calls, emails, and scans; meticulously complete Navex intake to determine the nature of the request as a consultation or an investigation.
• Offer constructive feedback to team members or managers if the inquiry is identified as a consultation, ensuring alignment with Portillo’s policies and procedures.
• Undertake comprehensive investigations of team members for disciplinary matters, documenting all relevant information in a clear and comprehensive manner.
• Assess the merits of complaints based on investigation findings, making recommendations that judiciously balance the needs of affected team members, the company, and legal compliance considerations.
• Review investigation findings with the Team Member Relations Director promptly, providing well-documented insights to obtain finalization recommendations.
• Proactively follow up as necessary to obtain crucial investigation information, including Team Member Reporting Form, Response Form, Witness Statements, video footage, electronic data, or additional supporting documents or reports.
• Uphold fair and equal treatment for all team members and management in all aspects of employment, irrespective of any protected characteristics.
• Cultivate and maintain effective working relationships with management at all levels, promoting a collaborative and communicative environment.
• Facilitate team member round table sessions aimed at enhancing the restaurant environment, aligning with our core values of Family, Greatness, Energy, and Fun, with the goal of exceeding expectations.

Greatness:  We’re obsessed with being the best and work hard to continuously improve.  Our greatness is rooted in Quality, Service, Attitude and Cleanliness

• Thoroughly compile investigation details and supporting documentation, entering the comprehensive information into the Navex system for a comprehensive record.
• Streamline the Navex entry process, facilitating the input of information from different forms or manual submissions, ensuring accurate recording of consultations and investigations as required.
• Demonstrate a deep understanding of Portillo's policies and procedures, ensuring accurate interpretation and application in the context of investigations.
• Collaborate in analyzing, developing, and maintaining standard operating procedures for the investigation and resolution of team member and management complaints, contributing to a cohesive and effective framework.
• Deliver targeted training sessions to team members as necessary, focusing on company policies or procedures, fostering a culture of awareness and compliance.
• Collaborate with legal counsel, as requested, in the investigation of and response to administrative charges from local, state, and federal agencies, providing valuable insights and documentation.
• Uphold the highest standards of confidentiality at all times, ensuring that sensitive information related to investigations and resolutions is handled with the utmost care and discretion.
• Offer detailed round table feedback to the Team Member Relations team and ensure follow-up actions are verified. In case of significant concerns, escalate communication to Team Member Relations leadership for appropriate resolution.
• Deliver comprehensive feedback on round table discussions to the General Manager and Market Manager, ensuring key insights are effectively communicated and acted upon.

Energy:  We move with urgency and passion, while maintaining attention to detail

• Proactively direct any benefits-related matters, such as FMLA, ADA, LOA, VESSA, or other leave types, to the appropriate benefits representative for swift and accurate resolution.
• Provide insightful feedback regarding additional training needs, guided by team member and managerial complaints identified through Navex activity and relevant data, fostering continuous improvement and skill enhancement.
• Work on various projects with the Learning & Development team and other departments.

Fun:  We entertain our guests, we connect authentically, and we make each other smile.

• Provide thorough training sessions to managers in the field, addressing any knowledge gaps and ensuring a deep understanding of essential roles and responsibilities.
• Demonstrate flexibility by readily accepting additional duties as assigned, showcasing adaptability and a steadfast commitment to team and organizational objectives.
• Perform any other tasks assigned, contributing proactively to the team's success and organizational needs.

LEADERSHIP TRAITS

• Build Relationships: Builds constructive working relationships and creates an engaging work environment.
• Develops People: Coach others to help them gain an understanding; provides feedback and encouragement.
• Lead Change: Makes suggestions for improving the Team Member experience and how work gets done.
• Inspire Others:
  • Elevates the attitudes of coworkers, praises Team Members for their unique talents and contributions.
  • Provides a model for achievement and leadership.
• Think Critically: Problem solve issues and make recommendations.
• Communicates Clearly: Keeps Team Members updated; shares thoughts and ideas with others.
• Create Accountability: Holds Team Members and self-accountable for what they do.

ORGANIZATION RELATIONSHIPS

This position, reporting directly to the Director of Employee Relations-Labor and Diversity, takes on a pivotal role leading consultations with General Managers/Market Managers as a direct business partner. The Team Member Relations Representative actively engages with executive and senior leadership, collaborating with various stakeholders, including other People leaders, Legal, Operations, Payroll, Accounting/Finance, Marketing, and Information Technology.

REQUIRED QUALIFICATIONS

Minimum Educational Level/Certifications

• Bachelor’s Degree in business or related field preferred 

Minimum Work Experience, Qualifications, Knowledge, Skills, Abilities

• Possess a minimum of five years of related experience, showcasing a proven track record in the field.
• Demonstrate a robust knowledge of HR-related laws and regulations, ensuring compliance and informed decision-making.
• Exhibit excellent verbal and written communication skills, with the ability to convey complex technical issues persuasively. Adept at listening effectively in various contexts, be it individual interactions, group settings, or team collaborations.
• Showcase strong consulting abilities along with adept conflict resolution skills. Demonstrate critical thinking and problem-solving acumen in addressing workplace challenges.
• Display advanced skills in Microsoft Word and Excel, including the capability to generate reports with graphs and perform intermediate functions like mail merge and table of contents creation.
• Prove proficiency in managing and executing multiple tasks, projects, and priorities efficiently, ensuring timely and effective completion.
• Exhibit the ability to confidently present to diverse audiences, conveying information effectively.
• Demonstrate a strong commitment to maintaining confidentiality, ensuring the highest standards of quality, and delivering accurate work.
• Possess preferred bilingual skills in both English and Spanish, enhancing communication capabilities across diverse language contexts.

Travel Requirement

• Travel required 30% of the time and on occasions out of state.
• Hybrid office – Must work in the Oak Brook, IL office 3 days a week, Tuesday, Wednesday and Thursday.

PREFERRED QUALIFICATIONS

Knowledge, Skills & Abilities

• Training facilitation
• Small/Medium group presentation skills

Educational Level/Certifications

• SHRM Certification
• PHR Certification
• AWI Certification – Association for Workplace Investigations

Work Experience and Qualification

• Multi-unit experience (e.g. retail, hospitality, restaurant)
• Multi-state employer experience.

NOTE

The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job.  This is not intended to be an exhaustive list of all the responsibilities, duties and skills required.  The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.

What's in it for you?

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job.  This is not intended to be an exhaustive list of all the responsibilities, duties and skills required.  The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.