ASSOCIATE RELATIONS MANAGER JOB DESCRIPTION

An Associate Relations Manager who manages only routine policy questions leaves grievances unresolved and legal exposure unaddressed. Sharp. The role exists to close that gap: investigating complaints, administering collective bargaining agreements, and ensuring employment law compliance across a defined associate population. Sitting within the HR function and accountable to site or field leadership, the Associate Relations Manager owns the full investigation-to-resolution process for matters ranging from Code of Conduct violations to EEO hearings and arbitration proceedings.

As the Associate Relations Manager, you serve as the primary investigator and policy advisor for complex employee relations cases, maintaining a positive workplace climate while protecting the organization's compliance posture across federal, state, and local employment law. You work in close partnership with Legal, Operations leaders, and Field HR to develop consistent resolutions and implement workforce practices that align with company values and reduce litigation exposure.

Career Impact: Mastery of multi-jurisdiction employment law and grievance arbitration procedures builds a rare specialization that commands senior HR credibility across industries.

Business Impact: Unresolved associate complaints escalate into EEO hearings and arbitration; this role prevents that escalation by delivering fair, timely, and legally defensible resolutions.

Growth Opportunity: Experience managing investigations across multiple business units and geographies creates a direct path toward HR Director or Head of Employee Relations roles with enterprise scope.

• Investigate associate complaints spanning discrimination, harassment, wage and hour violations, and Code of Conduct matters to documented resolution.
• Administer collective bargaining agreements at the site level, ensuring disciplinary actions and work rules are applied consistently across the associate population.
• Represent the organization in grievance proceedings, arbitration preparation, and EEO hearings in coordination with Legal counsel.
• Prepare and maintain accurate case records, investigation reports, and formal written responses in compliance with federal, state, and local requirements.
• Partner with Operations leaders and Field HR to develop workforce practices that reduce associate relations risk and align with company policy.
• Counsel supervisors and managers on associate relations matters, appropriate disciplinary action, and employment law obligations.
• Facilitate associate relations training programs for site leadership to ensure consistent policy understanding and application.
• Monitor caseload across assigned business units, applying sound judgment to prioritize and resolve matters within established guidelines.

• Bachelor's degree in Human Resources, Business, or a related field, or equivalent work experience.
• 3 or more years of employee relations experience, with demonstrated accountability for investigation and case resolution.
• Working knowledge of federal, state, and local employment law, including EEO compliance obligations and labor regulations.
• Experience in a union environment, including grievance administration and familiarity with collective bargaining agreement terms.
• Proven ability to conduct fair, neutral investigations and recommend defensible outcomes under legal and operational scrutiny.
• Strong written and verbal communication skills, with the ability to prepare formal documentation and present findings to senior stakeholders.
• Demonstrated ability to manage a concurrent caseload independently while meeting deadlines and maintaining confidentiality.

• PHR, SPHR, or equivalent HR certification, or active pursuit of dispute resolution credentials.
• Prior supervisory or team leadership experience within an HR or employee relations function.
• Experience supporting employee relations in a retail, hospitality, or high-volume distributed workforce environment.
• Familiarity with multi-geography or multi-business-unit ER case management across US regions or international jurisdictions.

• Grievance resolution rate, tracking what percentage of cases are closed without arbitration escalation.
• Mean time to case closure, measuring how quickly investigations reach a documented resolution.
• Policy consistency score, assessed through audit of disciplinary actions applied across comparable associate situations.
• EEO hearing rate per associate population, reflecting the effectiveness of early-stage complaint resolution.
• Manager counseling completion rate, indicating how reliably site leadership receives timely ER guidance.
• Typical tools: case management platforms (commonly ServiceNow or similar); HRIS (commonly Workday or UKG)

• Base Salary Range: $70,000 to $95,000 annually, depending on experience and geography.
• Bonus: Annual performance bonus of 5 to 10 percent of base salary.
• Equity: Typically not offered at this level; may vary at larger employers.
• Health Benefits: Medical, dental, and vision coverage; employer contributes to premiums.
• PTO: 15 to 20 days annually, plus standard federal holidays.
• Common Perks: Employee assistance program, professional development stipend, HR certification reimbursement.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion, including verification of employment history and applicable records, is a condition of employment for this role. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the hiring process upon request. Candidates must be authorized to work in the United States.

The Associate Relations Manager owns a portfolio of strategic client partnerships, building trust with key decision makers to drive retention, satisfaction, and Fintwist card utilization across the client lifecycle. Delivering value through regular account reviews, cross-functional coordination, and financial performance monitoring, this role serves as the primary liaison between clients and internal Comdata departments.

Key Responsibilities

• Develop and enhance strategic business partnerships by building trust with clients' key decision makers to drive retention and satisfaction.
• Possess a complete understanding of clients' business objectives and requirements to proactively deliver increased value throughout the client lifecycle.
• Identify new service and/or product opportunities and coordinate with internal Comdata departments as necessary.
• Act as liaison between the client and Comdata, serving as an internal client advocate.
• Proactively ensure client satisfaction through regular conference calls and periodic virtual meetings.
• Promote client participation in focus groups to solicit feedback on product and service initiatives.
• Impact and monitor client financial performance including renewal planning, negotiation, and profitability to drive cardholder utilization.
• Coordinate client projects, resolve critical service issues, and follow up on quality survey feedback.
• Perform regular strategic account reviews to reinforce the Comdata value proposition and lead cross-functional teams for seamless service delivery.
• Demonstrate marketing and technical expertise by articulating operational strategies related to Comdata card processes.
• Disseminate client Critical Incident communications until resolution is achieved and services are stabilized.

Required Qualifications

• Bachelor's degree in Business, Accounting, Marketing, HR, or equivalent education and experience.
• Current human resources and/or compensation credentials or certification preferred.
• Three to five years of related experience required; prior experience managing service recovery required.
• FinTech and/or Human Capital industry experience with a proven track record in negotiate-to-close product upselling.
• Strong business and financial acumen with analytical and problem-solving skills; ability to persuade and negotiate with key client stakeholders.
• Proficient with Microsoft Office Suite, Salesforce.com, and related software.
• Excellent verbal, written, interpersonal, and customer service skills with strong organizational and time management abilities; ability to prioritize, delegate, and function well in a high-paced environment.
• Prolonged periods of sitting at a desk; must be able to lift up to 15 pounds; occasional business travel 5–10%.

Benefits

• Automatic enrollment into the 401k plan within your first thirty (30) days on the job: no more waiting until you've been with the company for 1 year.
• Projected company growth trajectory that shows double-digit year over year growth through both organic growth as well as acquisitions.
• Fun environment with contests and prizes.
• Inclusive environment that promotes career growth.
• Monthly employee appreciation and wellness events.
• An on-site gym and weekly discounted onsite car wash services.
• Robust PTO policy including: major holidays, vacation, sick days, and personal days.
• Discounts at major wireless providers, wholesale grocery stores, and gyms.
• Philanthropic support with both local and national organizations.

Embedded within the Business Development, Account Management, and Relationship Management teams, the Associate Relations Manager supports activities to increase mandates and revenue across assigned territories and lines of business. Working closely with senior sales professionals and internal stakeholders, this role delivers administrative and analytical support that strengthens client relationships and improves market outreach.

Core Functions

• Provide administrative support to Business Development and Account Management strategic plans to ensure premium delivery of customer service.
• Prepare presentations, fact sheets, and research materials for events and meetings with existing and prospective clients.
• Draft side letters, opportunities, and rating applications; help draft Pricing and Method exceptions; and support bespoke product request approvals.
• Gather and analyze information to support RFP and Tender responses; maintain the tender/RFP database including missed deals.
• Respond to basic customer queries under supervision to ensure excellent customer service.
• Monitor market developments, coverage information, fixed income activity, and lead generation to identify targets and cross-selling opportunities.
• Provide administrative support on projects and marketing campaigns to improve market outreach.
• Maintain accuracy and completeness of data in Salesforce, including Moody's Connect and Portfolio Select set-up and initial payor data collection.
• Work with internal stakeholders to support process improvement and streamline workflow.

Qualifications & Experience

• Minimum Honours Undergraduate degree or equivalent, preferably in finance, accounting, business, or economics.
• Completion of Canadian Securities Course an asset; completion of at least CFA Level 1 an asset.
• Minimum 2 years' experience in financial services in a business development, sales, or client relationship role.
• Demonstrated working knowledge of Capital Markets, particularly Debt Capital Markets, consistently applied to the role.
• Ability to read financial statements and understand the financial strategy of firms in the assigned market segment.
• Advanced Excel, PowerPoint, and MS Office skills; experience with Salesforce or similar CRM platforms an asset.
• Extremely strong verbal, written, and interpersonal communication skills.
• Demonstrated integrity and collaborative approach; ability to manage multiple tasks with high accuracy in a fast-paced environment.
• Ability to work effectively with a geographically diverse and multicultural team; knowledge of French an asset.

Reporting to the Relationship Management team, the Associate Relations Manager provides routine administrative support to existing Corporate Trust clients with a focus on payment activities including disbursements, wire coordination, and transaction processing. Partnering with operations staff, custodian banks, and client teams, this role enables seamless payment operations and consistent client service delivery.

Primary Duties

• Support one or more dedicated Relationship Managers with a full load of clients and transactions.
• Receive, disburse, and initiate receipts for payments related to aviation and large ticket equipment transactions, helping identify incoming wires.
• Coordinate outgoing disbursements with the international wire group.
• Resolve administrative issues and provide support to existing client staff.
• Provide overall assistance to the Relationship Management team, including debt set-ups, payment document review, record keeping, and coordinating payment activities with operations staff, custodian banks, and client staff.
• Respond to client inquiries and answer questions regarding products and services.
• Work with Relationship Managers to monitor accounts and assist with related activities.
• Participate in cross-training to learn other Corporate Trust roles and provide cross-coverage support as needed.

Skills & Qualifications

• High School degree or equivalent.
• Demonstrates general knowledge of banking products, services, and fee billing structures and processes.
• Demonstrates strong customer support skills with emphasis on being client focused.
• Demonstrates ability to manage multiple projects and timelines.
• Demonstrates strong written and verbal communication skills with attention to detail.
• Demonstrates the ability to be self-directed.

Sitting at the intersection of site operations and corporate labor strategy, the Associate Relations Manager aligns collective bargaining agreements with company-wide labor philosophy while ensuring consistent policy administration and compliance with federal, state, and employment laws. Operating across site leadership, union personnel, and HR functions, this role sustains a positive labor relations environment through grievance management, training, and direct supervisory oversight.

Duties

• Implement the site labor strategy and ensure compliance with all federal, state, labor, and employment laws.
• Ensure company policy and work rules are followed and that appropriate disciplinary action is consistently administered.
• Act as site representative in all labor matters, including the full grievance procedure from investigation to resolution.
• Prepare and maintain reports for all grievances, arbitration and mediation cases, and related labor relations activities.
• Work closely with site and corporate leadership to achieve company goals and ensure efficient distribution center operations.
• Ensure required labor and associate relations training is conducted for the site.
• Support Talent Management practices for hourly associates and assist HR Manager with associate-related matters.
• Provide counsel and timely communication to supervisors, managers, and union personnel on new initiatives and policies.
• Supervise and coach direct reports; complete performance reviews and provide feedback.

Requirements

• High School diploma or equivalent; Bachelor's degree desired.
• 3–5 years' experience in a production environment with experience in Labor/Associate Relations required.
• Prior supervisory experience and experience working in a union environment required.
• Level 6: single contract, grievance and arbitration administration, not involved in negotiations; Level 7: single contract, under 500 associates, involved in negotiations, 3+ years in Labor/Associate Relations; Level 8: multiple contracts, 500+ associates, involved in negotiations, 5+ years in Labor/Associate Relations.
• Intermediate skill level with Microsoft Office.
• Excellent written and verbal communication skills; capable of maintaining a high degree of confidentiality.
• Ability to plan and organize with attention to detail; ability to work flexible hours and travel independently as needed.

A key member of the Associate Relations Center of Excellence, the Associate Relations Manager leads complex investigations and inquiries across multiple business units and geographies, providing people management consultation and recommending resolutions to maintain a positive employee relations climate. Collaborating with Legal, Risk, GSO, and HR, this role ensures fair and consistent application of policy while protecting the interests of both Associates and the organization.

Functions

• Interpret and communicate policies with Associates and managers across the organization.
• Investigate, analyze, and recommend appropriate resolutions for complex employee relations issues, exercising appropriate influence.
• Manage a designated employee relations caseload independently within established guidelines using sound judgment.
• Conduct fair, neutral, and timely investigations related to Code of Conduct, discrimination, fraud, hostile work environment, substance abuse, retaliation, unprofessional behavior, and unemployment hearings.
• Provide guidance on employment law compliance and facilitate employee relations training programs.
• Partner with Legal, Risk, GSO, and HR to manage escalated Associate relations issues and ensure fair, consistent policy application.
• Protect the interests of both Associates and ADP in accordance with HR policies, laws, and regulations.
• Contribute to the build and execution of the new Associate Relations Center of Excellence and recommend process and service improvements.

Experience & Qualifications

• Bachelor's degree in Human Resources or related field required.
• SPHR and/or dispute resolution certifications preferred.
• 5–7 years of Employee Relations accountability with subject matter expertise in workplace regulatory regimes and employment laws.
• Demonstrated expertise with regional employee relations rules and regulations (US/Canada, EMEA, LATAM, or APAC) required.
• Seasoned skills in conflict management, employment law, and managing difficult employee relations situations.
• Strong consultative, coaching, organizational, and problem-solving skills with the ability to set priorities and work with urgency.
• Excellent listening, interpersonal, and communication skills.
• Acts with objectivity, fairness, integrity, and sound judgment.
• Highly team-oriented and able to work across organizational boundaries at multiple levels including Executives.

Effective resolution of associate complaints and a compliant, people-centered workplace depend on the Manager, Associate Relations, who leads a team engaged in investigating discrimination, harassment, and wage and hour concerns across field and support center operations. Based within the HR function and partnering with Operations leaders, Field HR, and Legal, this role shapes workforce practices aligned with the company's Mission, Values, and Culture.

Accountabilities

• Respond to and investigate associate or guest complaints related to discrimination, harassment, wage and hour laws, or unfair treatment.
• Maintain accurate records in compliance with company procedures and recommend actions following federal, state, and local laws and company policies.
• Collaborate with the Legal team to prepare and review formal written responses and documentation.
• Attend EEO hearings, mediations, or settlement negotiations and participate in related actions as needed.
• Manage a team of Associate Relations associates engaged in investigating and resolving complaints or concerns.
• Review all recommended actions developed by team members to resolve associate relations issues in the field.
• Collaborate with Operations leaders, Field HR, and Legal to develop and implement positive workforce practices aligned with company Mission, Values, and Culture.
• Coach and advise Operations leadership on associate relations to achieve problem resolution without litigation.
• Lead hiring, retention, and performance development of staff; lead or participate in special projects and compliance training.

Technical Qualifications

• Bachelor's degree required; business and/or HR majors and PHR/SPHR or equivalent preferred.
• Minimum five to seven years of HR Generalist experience in employee relations, training and development, recruiting, and people management, preferably in retail/hospitality.
• If hired, completion of annual store training and successful completion of GMIT training required.
• If hired, must provide proof of full vaccination on start date unless prohibited by federal, state, or local law; full vaccination means two weeks or more after receiving the final dose of an approved vaccine series.
• Proven ability to coach and advise operations leadership, lead and develop teams, and drive compliance through collaboration across HR, Legal, and Operations.
• Strong leadership, organizational, and communication skills; ability to manage hiring, retention, and performance development of direct reports.