ER Solutions Center Lead & Compliance Strategist

Signet Jewelers Limited; Cleveland (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

Signet Jewelers Limited seeks a senior leader to oversee the ER Solutions Center, shaping unemployment-related strategy for our vast network of stores and associates. The role drives incident resolution, policy adherence, and service quality across the organization.

You will hire and develop a team of Specialists and Coordinators, manage claims, hearings, and appeals, and collaborate with HR, Legal, and Operations to ensure compliant, high-quality service for 3,300 stores and 30,000+ team

Qualifications

• Experience supervising a call-center or HR service center team.
• Strong knowledge of unemployment compensation processes and regulatory requirements.
• Ability to lead investigations and coordinate with cross-functional teams.

Responsibilities

• Oversees daily call activity, case management, and productivity of the ER Solutions Center and team.
• Hires, trains, and supervises Specialists and Coordinators to provide resolutions and guidance to Field Team Members.
• Oversees ER Solutions Center quality assurance programs and ensures adherence to standards.
• Leads unemployment compensation administration including claims, appeals, hearings, vendor management, and risk mitigation.
• Performs internal investigations and partners with Operations, HRBP, Legal, Loss Prevention to resolve issues.
• Provides guidance on separations and unemployment-related matters and communicates recommendations to management.
• Monitors performance reviews and coaches the ERSC team to ensure timely resolution of ER/unemployment matters.
• Oversees relationships with third-party unemployment vendors to ensure compliance and timely claim management.
• Identifies opportunities for process improvement and policy enhancements.

Skills

People management

Employee relations

Unemployment regulations

Quality assurance

Job description

Signet Jewelers Limited seeks a senior leader to oversee the ER Solutions Center, shaping unemployment-related strategy for our vast network of stores and associates. The role drives incident resolution, policy adherence, and service quality across the organization.

You will hire and develop a team of Specialists and Coordinators, manage claims, hearings, and appeals, and collaborate with HR, Legal, and Operations to ensure compliant, high-quality service for 3,300 stores and 30,000+ team