People Relations Manager

At TSA Group, we design and deliver contact centre solutions for some of the world's leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

At TSA Group, we're passionate about creating experiences people love – for our clients, their customers, and most importantly, our people. We're seeking a skilled People Relations Manager to join our People Operations Centre of Excellence and play a key role in shaping the future of employee relations across Australia.

This role will play a pivotal role in seamlessly harmonising our employment obligations, employee performance and engagement. This is a great opportunity for a professional who thrives on solving complex matters, influencing culture, and balancing legal compliance with genuine care for people.

About the role

The People Relations Manager is responsible for leading the resolution of complex people matters across the organisation, with a strong focus on industrial and employee relations. The role will consult, upskill, and partner with the broader People Team and their stakeholders to deliver strategic and operational support. It combines legal acumen with a people-centric approach to foster a positive workplace culture and mitigate organisational risk.

As a people expert, you will blend legal rigour with human empathy whilst delivering on several initiatives, including:

The resolution of complex employee relations matters;

• Offering strategic advice and best practice methodology in ongoing employee case management
• Upskilling TSA's people operations team and leaders whilst leading and collaborating on complex people matters
• Representing TSA in external matters, including within Fair Work Commission, Human Rights Commission and Work Safe.

Partnering with TSA's WHS business partner in evolving and embedding the WHS Management System;

• Including the evolution of TSA's psychosocial risk management framework and toolkit;
• Leadership upskilling on WHS matters;
• Harmonising ER and WHS investigations to ensure parallel investigations are carried out where applicable.

Collaborate with the People Operations Business Partner to enhance employee practices promoting employee equity and employee advocacy across:

• Industrial instrument alignment (enterprise agreement and award interpretation), ensuring baseline obligations are understood and met but TSA and its employees
• Policy changes and updates
• Engagement strategies and employee retention
• Career progression and development opportunities

About You

Along with a solutions mindset and people first approach, you will ideally demonstrate the following:

• Strong, evidence-based background in employee and industrial relations.

• Excellent negotiation, advocacy and stakeholder management skills.

• People solutions including increased employee engagement, performance improvement and wellbeing.

• Tertiary qualifications in Law (2-3 years PQE), Human Resources or a related field.

Want to know more? Check out our social media pages:

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TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

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