Team Member Relations Representative - Bilingual

Job Description:

POSITION SUMMARY

The Team Member Relations Representative - Bilingual plays a critical role in supporting team member relations across the organization by providing guidance, coaching, and support to both Team Members and Managers to foster a respectful, compliant, and productive work environment. 

**This role requires fluency in both English and Spanish to effectively support our diverse workforce.

Serving as a liaison between Operations leadership, the People team, and Legal on team member relations matters, the Representative is responsible for reviewing and assessing concerns, determining whether matters require consultation or formal investigation, and overseeing internal investigations into Team Member complaints and disciplinary matters involving both Team Members and Managers.  Working closely with Team Members and restaurant leadership, this role supports effective communication and consistent application of company policies, procedures, and legal requirements while working toward fair and equitable resolutions.  

This is a hybrid position based at the Portillo’s Restaurant Support Center in Oakbrook, Illinois with on-site presence required Monday through Thursday.

CORE RESPONSIBILITIES

Enable our Purpose to create lifelong memories by igniting the senses with unrivaled food and experiences:

Family:  Work together to make everyone feel at home, and we step up when someone needs help

• Receive and review Team Member concerns through calls, emails, and reporting systems, completing Navex intake to determine whether matters require consultation or formal investigation
• Provide guidance and coaching to Team Members and Managers when matters can be addressed through consultation, ensuring alignment with Company policies and procedures
• Conduct fair and thorough investigations involving Team Members and Managers, documenting findings and recommendations clearly
• Evaluate investigation findings and recommend resolutions that balance Team Member concerns, business needs, company policy, and legal compliance
• Review investigation outcomes with Team Member Relations leadership to recommend and determine appropriate next steps
• Obtain necessary documentation and supporting information, including reporting forms, witness statements, video, and electronic data
• Ensure fair and consistent treatment of Team Members and leaders in all employment matters
• Build strong working relationships with restaurant and field leadership to support consistent handling of team member relations matters
• Conduct in-restaurant Team Member roundtables to gather feedback and support improvements to the workplace

Greatness:  We’re obsessed with being the best and work hard to continuously improve.  Our greatness is rooted in Quality, Service, Attitude and Cleanliness

• Maintain accurate documentation of consultations and investigations within the Navex system
• Ensure concerns submitted through various channels are properly documented and categorized
• Apply knowledge of Company policies and employment laws when addressing concerns and investigations
• Support development and improvement of investigation and resolution processes and procedures
• Deliver training or guidance as needed to improve understanding of Company policies and expectations
• Partner with Legal as needed on investigations
• Maintain strict confidentiality when handling sensitive information
• Share roundtable feedback with Team Member Relations leadership and restaurant leadership to support follow-up actions

Energy:  We move with urgency and passion, while maintaining attention to detail

• Proactively direct any benefits, leave, or accommodation matters to the appropriate partners for resolution
• Provide insightful feedback regarding additional training needs, guided by Team Member and Manager complaints identified through Navex activity and relevant data, fostering continuous improvement and skill enhancement
• Support cross-functional projects that improve compliance and Team Member experience

Fun:  We entertain our guests, we connect authentically, and we make each other smile.

• Provide coaching and training to restaurant leaders to strengthen Team Member relations capabilities
• Demonstrate flexibility by readily accepting additional duties as assigned, showcasing adaptability and a steadfast commitment to team and organizational objectives
• Perform any other tasks assigned, contributing proactively to the team's success and organizational needs.
• Other duties as assigned

ORGANIZATION RELATIONSHIPS

This position, reporting directly to the Director of People and Diversity, takes on a pivotal role leading consultations with General Managers/Market Managers as a direct business partner. The Team Member Relations Representative actively engages with executive and senior leadership, collaborating with various stakeholders, including other People leaders, Legal, Operations, Payroll, Accounting/Finance, Marketing, and Information Technology.

REQUIRED QUALIFICATIONS

Minimum Educational Level/Certifications

Bachelor’s Degree in Business, Human Resources, or related field preferred 

Minimum Work Experience, Qualifications, Knowledge, Skills, Abilities

• Minimum three years of experience in employee relations or Human Resources
• Bilingual fluency in English and Spanish required
• Strong knowledge of multi-state employment laws and workplace investigation practices
• Excellent verbal and written communication skills, with the ability to handle sensitive conversations effectively
• Strong conflict resolution, coaching, and consulting skills
• Demonstrated critical thinking and problem-solving ability in workplace situations
• Ability to manage multiple investigations and priorities while meeting deadlines
• Proficiency in Microsoft Office applications, including Word and Excel, with the ability to prepare reports and documentation
• Ability to present information clearly to individuals and groups
• Demonstrated ability to maintain confidentiality and exercise sound judgment

Travel Requirement

Travel required approximately 30% of the time, including occasional out-of-state travel

PREFERRED QUALIFICATIONS

Knowledge, Skills & Abilities

• Experience presenting to small or mid-sized groups
• Investigation Experience
• Experience in facilitating training sessions and/or group discussions

Educational Level/Certifications

• SHRM-CP, SHRM-SCP, PHR, or similar HR certification preferred
• Association of Workplace Investigators (AWI) certification preferred

Work Experience and Qualification

• Experience supporting multi-unit environments such as restaurant, retail, or hospitality operations
• Experience supporting multi-state employers

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job.  This is not intended to be an exhaustive list of all the responsibilities, duties and skills required.  The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.