Manager, Case Management–Customer Investigations

Walmart•Mississauga, ON

8d•CA$91,900 - CA$126,390•Remote

About The Position

Manager, Case Management oversees a team conducting complex workplace investigations with a focus on customer allegations of discrimination against Walmart. Responsibilities include conducting investigations as well as managing high-risk cases conducted by other investigators, providing policy analysis, and supporting continuous improvement initiatives. This role is a Field role, and applicants can be located anywhere in Canada. Manager, Case Management leads a team responsible for a high volume of workplace investigations, ensuring compliance with applicable laws and policies. This position may independently handle high-risk, complex cases involving senior management or systemic issues. Responsibilities include developing and implementing action plans to address legal obligations, human rights, belonging, and associate experience. The role also involves reporting on trends and improvement opportunities to senior leadership. Manager, Case Management may develop and deliver training for new investigators and HR professionals, ensuring ongoing professional development. The position supports the team in prioritizing and managing complex investigation matters, including written communications and policy analysis. Manager, Case Management provides subject matter expertise to various investigative entities and ensures the team reaches appropriate conclusions in line with evolving laws. The role involves maintaining a professional reputation for neutrality and trustworthiness and may include building and maintaining templates for specific investigation types.

Requirements

Bachelors degree
Minimum 5 years of experience
Ability to provide feedback / advice to management with respect to workplace investigations, human rights and harassment
Ability to provide advice and direction in the face of ambiguity to business partners
Sound judgment. Critical in determining whether an appropriate investigation in the circumstances has been conducted and appropriately escalating complex/high risk matters/ or legal matters
Ability to accommodate concurrent and significant demands in multiple areas.
Strong communication skills. Ability to communicate through verbal and written communications clearly and concisely.
Ability to work independently with little to no supervision, time manage, and produce high volume of work product within tight deadlines
Ability to provide guidance to investigators and review complex investigation reports
Strong organizational and analytical skills.
Comfort with building excel reports, supporting development ofjskich dashboards and using new technology
Ability to work cross-functionally and to develop strong relationships across the business.

Nice To Haves

Legal degree an asset
Harassment & Discrimination investigation training an asset

Responsibilities

Conducting investigations
Managing high-risk cases conducted by other investigators
Providing policy analysis
Supporting continuous improvement initiatives
Leading a team responsible for a high volume of workplace investigations, ensuring compliance with applicable laws and policies
Independently handling high-risk, complex cases involving senior management or systemic issues
Developing and implementing action plans to address legal obligations, human rights, belonging, and associate experience
Reporting on trends and improvement opportunities to senior leadership
Developing and delivering training for new investigators and HR professionals, ensuring ongoing professional development
Supporting the team in prioritizing and managing complex investigation matters, including written communications and policy analysis
Providing subject matter expertise to various investigative entities and ensuring the team reaches appropriate conclusions in line with evolving laws
Maintaining a professional reputation for neutrality and trustworthiness
Building and maintaining templates for specific investigation types