Investigation & Employee Relations Officer

Investigation & Employee Relations Officer

About VXI

VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, Africa, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world’s most respected brands. 

VXI is one of the fastest-growing, privately-held business services organizations in the United States and the Philippines, and one of the few US-based customer-care organizations in China.

VXI is also backed by private equity investor Bain Capital. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, not only did VXI expand our footprint in the US and the Philippines, but we also gained ground in the Chinese and Central American markets. Additionally, we acquired Symbio, expanding our global services offering and enhancing our competitive position.

In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and shareholders.

For more information about VXI, visit: www.vxi.com 

For more information about our partnership with Bain, please visit: 

https://www.baincapital.com/news/bain-capital-completes-acquisition-vxi-global-solutions 

About role 

The Investigation & Employee Relations Officer is a specialist role responsible for leading all employee relations (ER) activities, including workplace investigations, disciplinary matters, grievances, and labour relations cases. The role ensures all cases are handled fairly, consistently, and in strict alignment with Jamaican labour legislation and the Labour Relations Code. This position plays a critical risk-management function, strengthening procedural compliance, reducing legal exposure, and ensuring defensible outcomes in all employee relations matters, including representation support for Ministry of Labour and Industrial Disputes Tribunal proceedings.

Key Responsibilities:

Employee Relations & Investigations

• Lead end-to-end management of all employee relations cases, including misconduct, grievances, performance-related disciplinary actions, and workplace disputes

• Conduct structured, impartial, and confidential workplace investigations

• Interview employees, witnesses, and managers; collect and analyze evidence

• Document investigation findings, conclusions, and recommendations in formal reports

• Ensure all disciplinary processes comply with natural justice principles and local labour requirements

Disciplinary & Case Management

• Advise HR and leadership teams on appropriate disciplinary actions and procedural requirements

• Support preparation and execution of disciplinary hearings

• Ensure consistent application of disciplinary policies across all business units

• Maintain a centralized ER case tracker and ensure timely resolution of all matters

Legal & Compliance Support

• Ensure compliance with Jamaican labour laws, Labour Relations Code, and company policies

• Prepare case files for Ministry of Labour or Industrial Disputes Tribunal submissions

• Support representation and documentation for external hearings where required

• Monitor legislative updates and advise HR leadership on implications

Leadership Advisory & Capability Building

• Coach managers and HR Business Partners on handling employee relations issues

• Deliver training on disciplinary procedures, investigations, and grievance handling

• Develop toolkits, templates, and guidance materials to standardize ER practices

• Promote consistent application of policies across all departments

Reporting & Insights

• Track and analyze employee relations trends, identifying recurring issues and risk areas

• Provide monthly reporting on ER cases, outcomes, and recommendations

• Identify systemic issues and recommend preventive actions to improve workplace culture

Qualifications & Experience

• Bachelor’s degree in Human Resources, Law, Industrial Relations, Psychology, or related field

• 3–5+ years of experience in employee relations, investigations, or labour relations

• Strong working knowledge of Jamaican labour legislation and dispute resolution frameworks

• Experience supporting or preparing cases for the Ministry of Labour or Industrial Disputes Tribunal is highly desirable

Key Skills & Competencies

• Advanced investigative and analytical skills

• Strong judgment and decision-making capability

• Excellent written and verbal communication, including formal report writing

• High level of discretion, integrity, and confidentiality

• Ability to influence and coach leaders at all levels

• Strong organizational skills with ability to manage multiple complex cases simultaneously

• Conflict resolution and mediation capability

• Resilience and composure in high-pressure, sensitive situations

Work Environment

• Fast-paced, high-volume operational environment

• Requires high responsiveness and the ability to manage competing priorities

• Significant exposure to sensitive and confidential employee matters

Impact of the Role

• Reduces legal and compliance risk through consistent application of due process

• Strengthens defensibility of disciplinary outcomes

• Improves leadership capability in managing employee relations

• Enhances workplace fairness, consistency, and culture