Manager ER Solutions Center

Signet Jewelers • Irving, TX

1d

About The Position

The Manager ER Solutions Center oversees daily call activity, case management, and productivity for the ER Solutions Center and its team. The role hires, trains, and supervises Specialists and Coordinators who provide resolutions, consultations, and guidance to Field Team Members at all levels. It also oversees quality assurance programs, establishes standards for employee interactions, monitors those interactions, and develops training to address performance and trends.

The position provides leadership and strategic oversight of the company’s unemployment compensation program, including claims, appeals, hearings, regulatory compliance, vendor management, and risk mitigation. The manager ensures service levels for 3,300 stores and up to 30,000+ Team Members, resolves escalated ER calls, conducts high-risk investigations, supports complex separations, and works with HR, Legal, Operations, Loss Prevention, and other departments. Consistent regular scheduled attendance is an essential function of the job.

Responsibilities

• Oversee ER Solutions Center call activity, case management, team productivity, service levels, quality assurance, and performance commitments.
• Hire, train, supervise, coach, and develop ERSC Specialists and Coordinators, including staff covering rotational hours that include evenings.
• Resolve escalated employee relations calls and ensure issues are closed and resolved.
• Administer the unemployment compensation program, including timely claim responses, appeals, hearing preparation, regulatory compliance, and risk mitigation.
• Conduct internal investigations into high-risk or high-level complaints, partner with Operations and Regional teams on resolutions, and conduct follow-ups.
• Collaborate with HR Business Partners, Legal, Loss Prevention, Operations, and other departments to resolve internal and external issues and complaints.
• Provide guidance on complex separations and unemployment-related matters, evaluating organizational risk, appeal opportunities, and potential liability exposure.
• Monitor daily workflow to meet response-time and phone-answer-rate goals; complete annual performance reviews and provide performance counseling as needed.
• Monitor decision-making, customer service, and case-management quality; provide feedback and coaching to direct reports.
• Conduct team meetings and one-on-ones to communicate updates, policies, legal and regulatory changes, expectations, and development opportunities.
• Develop team expertise in employee relations, investigations, unemployment regulations, and hearing preparation.
• Manage relationships and service delivery with third-party unemployment administration vendors, ensuring performance standards, compliance, and timely claim management.
• Review unemployment claim trends, appeal outcomes, hearing results, and liability metrics to identify risk-reduction and process-improvement opportunities.
• Collaborate with Employee Relations, HR, Legal, and Operations leadership to improve outcomes and ensure consistent application of company policies and practices.
• Communicate policies and procedures to the ERSC team and identify improvements to decision-making, processes, and system functionality.
• Collaborate with Operations leadership and field management to resolve complex or escalated employee relations and unemployment-related issues.
• Ensure compliance with federal, state, provincial, and local employment laws, unemployment regulations, and company policies.
• Complete other duties and projects as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed