Senior Specialist Associate Relations - HR Services

GENERAL PURPOSE

Mitigate risk for the company and drive engagement by managing timely responses to Associate concerns raised through open-door channels.  Execute prompt, timely, thorough, and proactive responses to Alertlines, 3rd party charges, Associate correspondence, social media, or any actionable trends identified through Case Management requiring on-site or remote investigative activity.  Provide Associate Relations support for critical incidents such as suicidal associates and domestic violence.  Support after-hours critical incident coverage as assigned.  Coach and counsel business unit leadership on managing Associate Relations issues.  Facilitate Key People Processes and Approachable Leadership training or conduct Climate Surveys in response to Associate Engagement results.  Through the investigation process, monitor, validate, and ensure compliance with internal HR policies and procedures and external local, state, and federal laws.  Follow all HR Services processes and work with the HR Services Leadership team and legal partners to provide documentation, reports, or investigative case files or records as needed. 

ESSENTIAL FUNCTIONS

Associate Relations-Investigations:
•    Conduct on-site/remote investigations as assigned by the Associate Relations Case Manager identified through Case Management, Alertline, 3rd party channels, social media, associate correspondence, or other vehicles.  Required to conduct investigations for all shifts for the business units HR Services supports.  
•    Follow HR Services investigation and response processes to ensure consistency and mitigate risk.  Enter case notes and supporting documentation, including reporting and video from investigations into the Case Management system daily and in a timely/thorough manner. 
•    Work closely with the HR Services team to ensure cross-functional sharing of activities and outcomes.
•    Together with the support team, run reporting and provide related documents such as case management history, compliance sign-offs, etc., to assist in responding to 3rd party claims agency/attorney charges.  Conduct investigations as needed for further case closure.
•    Respond on site as necessary to any crises working with the LP and 3rd party – Magellan.
•    Conduct Domestic/Intimate Partner Interactives and follow established protocols.
•    Respond to cases involving Suicidal Associates by following established protocols.
•    Lead First Responder process.
•    Through investigations, monitor that stores are proactively executing a Pro-Associate culture.  
•    Advise on Corrective Action Guideline adherence and counsel Store Management on policy violation disciplinary action to ensure consistency. 
•    Interpret personnel policy.  Assist Field Leadership in redirecting Associates when necessary and formulating action plans with managers when potential associate problems are identified.
•    Develop self by staying abreast of HR techniques and trends.

ESSENTIAL FUNCTIONS (cont.)

Compliance:
•    Respond (within 48 business hours – 24 business hours for Sexual Harassment) to all case management, critical incidents, 3rd Party charges, or other forms of notification relating to Associate relations allegations.
•    Meet established service level expectations, including expected case closure productivity and days to close goals. 
•    Follow all HR Services Investigation and Communication processes.
•    Final Pay and effective scheduling within guidelines.
•    Recommend follow-up on appropriate disciplinary action for repeat compliance issues.

Government Regulations:
•    Work with legal to help support as needed in the research and documentation of any state or federal agency complaints and coordinate response with legal counsel.
•    Stay abreast of regional, state, or federal AR-related legislation and changes that may affect company policy/procedure.  
•    Conduct or follow up on ADA regulations and Interactives as necessary to ensure we remain compliant.
Training:
•    Conduct training workshops and seminars as needed.
Analysis/Research:
•    Recommend human resource policy, and process improvement recommendations to the supervisor in response to changing needs or trends.
•    As part of the investigation process, assess training, benefits, wages, labor, and associate relations needs and communicate recommendations to business partners.
•    Initiate analysis/reports / statistical data as part of the investigation process and use this data to support findings and identify trends.
Liaison to Corporate Office/Field/Distribution Center: 
•    Guide business unit leaders as needed in implementing and communicating Human Resources, compensation, and benefit policies and procedures.
•    Act as liaison between business units (corporate, stores, DCs) for training, benefits, labor, and associate relations needs.
Special projects and other duties as assigned. 

COMPETENCIES

Communicates Effectively

Collaboration

Decision Quality

Business Acumen

Dealing with Ambiguity

Manages Conflict

Ensures Accountability & Execution

Plans, Aligns & Prioritizes

QUALIFICATIONS & SPECIAL SKILLS REQUIRED

•    3-5 years of multi-unit retail HR or similar Associate Relations Call Center/Shared Services experience preferred
•    Workplace Investigations Training preferred
•    Knowledge of NLRB-related issues is a plus
•    Excellent interpersonal, presentation, facilitation, analytical, organizational, and communication skills required
•    Working knowledge of Excel, Word, and Outlook

EDUCATION / CERTIFICATIONS

•    Degree(s) in Business Administration, Organization Development, Human Resources, or other related field preferred

PHYSICAL REQUIREMENTS

Requirements: Consistent timeliness and regular attendance

Job requires ability to work in an office environment, primarily on a computer

Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person and remote meetings, typing, and working with paper/files, etc

This position may be performed remotely anywhere within the United States except it cannot be performed in the State of Colorado and New York City

Occasional Requirements: Job occasionally requires bending, kneeling, reaching, and lifting up to 10 pounds

Vision requirements: Ability to see information in print and/or electronically

May also require occasional driving and/or traveling overnight for business functions or site visits

SUPERVISORY RESPONSIBILITIES

None