Merlin Entertainment
Role Summary
We’re looking for an experienced and forward-thinking professional to lead the development and delivery of our employee relations strategy across Merlin’s Shared Services model. This critical role will shape the future of our ER function, supporting a high-performing team and enabling a consistent, best-in-class approach to employee relations case management across our UK Hub and global attractions.
As the ER Manager, you will lead the resolution of complex cases, advise on performance and conduct matters, and ensure alignment with employment law and company policy. You’ll play a vital role in establishing our new Shared Services model—implementing streamlined processes, leveraging technology, and using data to drive continuous improvement, policy development, and proactive risk management.
This is a high-impact leadership opportunity to influence workplace culture, shape policy, and champion fairness, consistency, and compliance across our business.
Key Accountabilities
Team Leadership
Lead and develop a team of ER specialists and advisors to deliver exceptional case management and employee support.
Ensure effective escalation and resolution routes between Shared Services and local HR teams.
Embed a culture of accountability, continuous improvement, and customer-focused service.
Service Excellence & Case Management
Oversee performance management, grievances, workplace investigations, and disciplinary processes.
Establish and maintain standardized ER practices to ensure fairness, consistency, and compliance.
Manage the end-to-end ER service framework, driving operational efficiency and quality.
Use HR technology and case management tools to track, manage, and report on ER activity.
Monitor resource allocation to ensure service delivery meets agreed SLAs and KPIs.
Policy, Risk & Compliance
Partner with Legal and COEs to ensure compliance with labor laws and regulatory requirements.
Review, update, and implement workplace policies across jurisdictions.
Provide expert guidance on emerging employment law trends, risks, and implications for practice.
Insights & Continuous Improvement
Use ER data and analytics to identify trends, forecast issues, and recommend improvements.
Lead quality assurance, including case audits and coaching, to ensure consistency and high standards.
Support change management initiatives related to ER service transitions and policy updates.
Stakeholder Collaboration
Build strong relationships with People Business Partners, Legal, local attraction leadership, and Shared Services teams.
Work closely with the Digital & Data team to ensure ER systems and tools enable great service and user experience.
Engage with operational leaders to provide proactive support and insight that enhances the employee experience.
Critical Interfaces
Stakeholder Engagement Focus
Local Attraction People Teams Support ER cases, share updates, and ensure aligned service delivery.
Other Shared Services Teams Collaborate on continuous improvement and process optimization.
Local Attraction VP of Operations Provide escalated support and contribute to operational change initiatives.
Regional VPs of People Share ER updates, resolve escalations, and align on policy and service enhancements.
Legal Advisors Navigate employment law issues, ensuring legal compliance in all ER processes.
Digital & Data Teams Optimize case management platforms and HR technology to enable effective ER service delivery.