Employee Relations Team Leader

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Employee Relations Team Leader

lead · Human Resources

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The Employee Relations Team Leader (ERTL) is a management position reporting to the Senior Employee Relations Manager. Approximately equally divided between team leadership and case management responsibilities.  The role leads assigned Senior Lead ER Consultants (SLERC) while also individually managing complex Employee Relations matters often requiring more specialized ER leader involvement due to risk, sensitivity, stakeholder complexity, enterprise impact, capacity constraints, or escalation.

The ERTL serves as a primary point of escalation, case calibration, and quality oversight for assigned SLERCs, supporting consistent investigation practices, documentation quality, risk assessment, recommendation standards, workload prioritization, and execution of complex ER processes across all lines of business and levels of the organization. Unlike frontline ER consultation roles, this position is focused on investigation execution and oversight, defensible documentation, risk escalation, SLERC development, and consistent application of ER standards. The ERTL exercises independent judgment to determine matter prioritization, assignment, escalation needs, investigation approach, and appropriate stakeholder involvement.

Essential Functions

• People Leadership & Team Effectiveness: Leads assigned SLERCs, including coaching, feedback, development support, performance input, and accountability for team effectiveness. Partners with the Senior Employee Relations Manager on formal performance management, capacity planning, development planning, and team priorities.
• Workload, Assignment & Capacity Management: Balances SLERC workload and assignment decisions based on case complexity, risk, capacity, geography where relevant, enterprise priorities, and development needs; determines whether matters should be assigned to SLERCs, retained for direct handling by the ERTL, or escalated to senior ER leadership.
• Direct Case Ownership, Investigation Oversight & Quality Assurance: Personally manages assigned complex or escalated ER matters when direct ER leader involvement is warranted due to heightened risk, sensitivity, stakeholder complexity, enterprise impact, capacity needs, or escalation requirements, while also providing support for SLERC-handled investigations. Maintains high-quality investigation and documentation practices that align with ER standards and applicable legal, regulatory, and audit expectations; reviews SLERC investigation documentation for quality, consistency, timeliness, and completeness; provides feedback and coaching to elevate investigation quality and documentation standards in accordance with internal risk and controls.

• SLERC Escalation, Case Calibration & Recommendation Standards: Serves as a primary escalation point for assigned SLERCs, providing guidance on investigation strategy, stakeholder alignment, documentation approach, risk assessment, recommendation quality, and appropriate next steps. Helps drive consistency in how investigations are conducted, documented, assessed, escalated, and resolved across assigned SLERC work.
• Risk Management & Escalation: Identifies, assesses, and escalates critical issues, patterns, and trends; provides recommendations to mitigate risk, support compliant decision-making, and strengthen manager effectiveness while aligning with business objectives.
• Policy Interpretation & Consultation: Interprets and applies Key’s policies, HR practices, and applicable employment laws and regulations to provide sound guidance and recommendations to internal clients and partners.
• Stakeholder Partnership: Builds and maintains effective working relationships with HR Business Partners, Key Legal, Internal Fraud Investigations, Clinical Consultant, Corporate Information Security, Physical Security, Background Investigations Unit, ER Solutions Team, and other subject matter experts to support timely and appropriate case resolution.
• Intake, Assignment & Case Management: Coordinates the assignment of complex, sensitive, escalated, or high-risk ER matters, including Ethics Helpline complaints, partnership requests from internal partners, Open Door Disputes, and other assigned ER cases; determines appropriate routing based on risk, complexity, workload, capacity, development needs, enterprise priorities, and required investigation expertise.

• Reporting, Governance, External Agency & Compliance Support: Utilizes ER case management data, reporting tools, and process insights to monitor workload, identify trends, support risk-informed decision-making, and manage operational responsibilities related to Ethics cases, Sales Practice escalations, GRC testing, internal audits, governmental compliance reviews, and external agency matters. Supports Legal and senior ER leadership with information gathering, documentation review, or case analysis related to external agency matters, internal audits, and compliance reviews, as assigned.

• Business Alignment & Trend Discussions: Maintains awareness of current projects, business priorities, and HR functional issues by participating in staff meetings, conference calls, ER trending discussions, and quarterly business reviews; communicates relevant trends and escalated issues to HR leadership, when applicable.
• Team Communication, Onboarding & Training: Provides timely and effective communication to team members; coordinates activities related to interviewing, hiring, onboarding, and training new team members; conducts or facilitates presentations and training, as needed.
• Continuous Improvement & Digital Enablement: Contributes ideas and supports implementation of process enhancements that improve investigation quality, documentation standards, reporting, knowledge management, responsible use of digital tools, service delivery, risk mitigation, consistency, client satisfaction, and operational effectiveness.

Required Qualifications / Skills

• Bachelor’s degree in Business Administration, Human Resources, Communications, Psychology, Sociology, or a related field, or equivalent experience.
• 5+ years of experience as a human resources generalist, employee relations specialist, investigator, or related HR professional.
• Experience directly managing complex, high-risk, sensitive, or escalated ER matters or workplace investigations, combined with experience leading, coaching, mentoring, or providing work direction to HR, Employee Relations, investigation, or related professionals.
• Strong knowledge of employment laws, HR policies, Employee Relations practices, investigation principles, and risk mitigation strategies.
• Demonstrated ability to analyze complex issues, exercise sound judgment, evaluate risk, and recommend appropriate courses of action that support business objectives and comply with applicable policies, laws, and regulations.
• Strong written and verbal communication skills, including the ability to organize information clearly, develop recommendations, and communicate effectively with employees, managers, HR partners, Legal, and senior leaders.
• Demonstrated ability to handle highly confidential and sensitive information with discretion, sound judgment, and professionalism.
• Experience conducting or overseeing workplace investigations, including complex, sensitive, escalated, or high-risk matters.
• Proficiency using HR systems, ER case management platforms, reporting tools, and Microsoft Office applications to manage workload, analyze trends, and support decision-making.

• Proven relationship-building, consultation, influencing, mediation, and conflict resolution skills, with the ability to advise and challenge clients appropriately while maintaining professionalism and trust.
• Ability to succeed in a high-volume, fast-paced environment; manage competing priorities; adapt to changing business needs; and use relevant data, metrics, and case management tools to support risk-informed decision-making.
• Solid understanding of business priorities and the ability to apply business acumen when evaluating ER matters, advising stakeholders, and supporting effective outcomes.
• Strong presentation and facilitation skills, including the ability to develop and deliver clear, practical training or guidance for HR partners, managers, and team members.
• All KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.

Preferred Qualifications

HR certification such as PHR, SPHR, SHRM-CP, SHRM-SCP, or equivalent preferred.

Physical Requirements

General office environment, including prolonged sitting; ability to communicate face to face, in person, or by phone with teammates and clients; frequent use of PC/laptop; and occasional lifting, pushing, or pulling of backpacks or computer bags up to 10 lbs.

Travel

• Occasional travel to include overnight stay.

Work Location Category

• Hybrid (3+ days)

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.