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About the role Provides functional support in Associate Relations (AR), overseeing day-to-day management of AR administration processes, case management, and end-to-end handling of AR-related tasks. The role includes supervising daily case management of AR-related cases, inquiries and notifications, liaising with associates on AR-related inquiries, preparing AR documentation and reports for audit, analyzing data and case trends, conducting Learning Sessions and New Hire Orientation, serving as an AR partner to stakeholders, and conflict resolution and mediation. People management responsibilities include ensuring individual and team productivity targets are achieved through periodic reviews and adjustments, and providing individual career development coaching to team members. Key responsibilities Oversee day-to-day management of Associate Relations administration processes Supervise and account for daily case management of AR-related cases, inquiries and notifications Liaise with associates on AR-related inquiries and ensure inquiries are responded to timely and logged accurately Prepare AR documentation and AR-related reports for audit submission on designated timelines Analyze data including case trends and AR-related monitoring Conduct Learning Sessions, New Hire Orientation and People Manager Onboarding Serve as an AR partner to other stakeholders Perform conflict resolution and mediation Ensure individual and team productivity targets are achieved through periodic reviews and adjustments Provide individual career development coaching to team members, including feedback relay and support for continuing education training About you Project management and process improvement skills Excellent oral and written communication skills and analytical skills Customer focus orientation Proficient in Google Workspace and Salesforce Required Extensive experience in a BPO setup handling 60 cases or more per month College Graduate - Preferably graduate of Psychology, Business Administration, Marketing, Communication Arts or other related course 3 years working experience in related discipline, preferably with 1 year experience in supervisory role Knowledge in Philippine labor laws and regulations Strong case management experience Amenable to work in Mid Shift and Night Shift Schedule Amenable to work in Alabang