Customer Care KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Employee Relations Manager

1. Employee Relations Strategy Development

KRA: Develop strategic employee relations initiatives to foster a positive workplace culture.

Short Description: Formulate and implement ER strategies for employee engagement.

• KPI 1: Percentage increase in employee satisfaction survey scores.
• KPI 2: Number of successful conflict resolution cases.
• KPI 3: Employee turnover rate reduction.
• KPI 4: Percentage of grievances resolved within defined timelines.

2. Employee Communication Enhancement

KRA: Improve internal communication channels to enhance employee engagement and transparency.

Short Description: Enhance communication processes for better employee relations.

• KPI 1: Increase in employee feedback participation rates.
• KPI 2: Number of communication training sessions conducted.
• KPI 3: Reduction in miscommunication-related issues.
• KPI 4: Improvement in employee survey responses related to communication satisfaction.

3. Policy Development and Compliance

KRA: Develop and enforce employee relations policies to ensure legal compliance and fair treatment.

Short Description: Draft and implement ER policies for legal adherence.

• KPI 1: Percentage of policies updated in compliance with labor laws.
• KPI 2: Number of policy training sessions conducted for employees.
• KPI 3: Reduction in policy violation incidents.
• KPI 4: Compliance audit ratings related to ER policies.

4. Performance Management Support

KRA: Provide guidance and support in performance management processes to ensure fair evaluations and feedback.

Short Description: Support performance reviews for employee growth.

• KPI 1: Percentage of performance review completion within set timelines.
• KPI 2: Number of performance improvement plans implemented successfully.
• KPI 3: Increase in employee performance ratings post-feedback sessions.
• KPI 4: Employee feedback on the effectiveness of performance management support provided.

5. Conflict Resolution and Mediation

KRA: Facilitate conflict resolution and mediation processes to maintain harmonious workplace relationships.

Short Description: Manage conflicts effectively to ensure a positive work environment.

• KPI 1: Average resolution time for conflicts among employees.
• KPI 2: Reduction in escalated conflict cases within departments.
• KPI 3: Employee satisfaction ratings post-resolution of conflicts.
• KPI 4: Number of conflict prevention workshops conducted.

6. Training and Development Programs

KRA: Identify training needs and implement development programs to enhance employee skills and morale.

Short Description: Enhance employee capabilities through tailored training.

• KPI 1: Percentage of employees participating in training sessions.
• KPI 2: Improvement in key performance indicators post-training programs.
• KPI 3: Employee feedback on the relevance and effectiveness of training programs.
• KPI 4: Number of skill enhancement workshops conducted annually.

7. Employee Engagement Initiatives

KRA: Plan and execute employee engagement activities to boost morale and foster a sense of belonging.

Short Description: Create engagement programs for a motivated workforce.

• KPI 1: Participation rate in engagement events and activities.
• KPI 2: Employee retention rates post-engagement initiatives.
• KPI 3: Feedback on engagement activities through employee surveys.
• KPI 4: Increase in overall employee satisfaction scores related to engagement efforts.

8. Diversity and Inclusion Advocacy

KRA: Promote diversity and inclusion in the workplace through awareness campaigns and inclusive practices.

Short Description: Foster a diverse and inclusive work environment for all employees.

• KPI 1: Diversity representation in hiring and promotions.
• KPI 2: Employee feedback on the inclusivity of workplace practices.
• KPI 3: Number of diversity training sessions conducted annually.
• KPI 4: Participation rate in diversity and inclusion events.

9. Employee Well-being Programs

KRA: Implement well-being programs to support employee health, mental wellness, and work-life balance.

Short Description: Enhance employee well-being through structured programs.

• KPI 1: Participation rate in well-being workshops and sessions.
• KPI 2: Reduction in absenteeism rates due to health-related issues.
• KPI 3: Employee feedback on the impact of well-being programs on their work-life balance.
• KPI 4: Number of stress management initiatives implemented and their effectiveness.

10. HR Compliance Monitoring

KRA: Ensure HR policies and practices comply with legal regulations and industry standards.

Short Description: Monitor HR practices for adherence to legal requirements.

• KPI 1: Compliance audit ratings for HR practices and policies.
• KPI 2: Number of corrective actions taken based on compliance audit findings.
• KPI 3: Timely completion of required HR compliance training for all employees.
• KPI 4: Reduction in legal issues related to HR compliance violations.