ER Solutions Center Manager: HR Investigations & Compliance

Signet Jewelers Limited; Akron (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Signet Jewelers Limited is seeking an experienced leader to oversee the ER Solutions Center, supervising Specialists and Coordinators while driving unemployment compensation program administration across our store network and field teams.

You will partner with Operations, HR, Legal, and vendor partners to investigate, resolve, and manage complex unemployment-related matters, ensure regulatory compliance, and coach performance.

Qualifications

• Leads and supervises ER Solutions Center team to ensure quality and productivity standards.
• Manages unemployment compensation program administration, claims, and regulatory compliance.
• Conducts investigations on high-risk matters and guides resolutions with HR, Legal, and Operations.
• Performs annual performance reviews and provides ongoing coaching and development to team members.
• Develops training programs and policy updates to improve processes and compliance.
• Collaborates with HRBP, Operations, Legal, and vendors to drive service excellence.

Responsibilities

• Supervise ERSC Specialists and Coordinators across rotational hours including evenings.
• Ensure service levels for 3,300 stores and 30,000+ team members; meet quality and productivity commitments.
• Oversee unemployment claim processes, appeals, hearings, and regulatory compliance.
• Lead internal investigations, provide guidance on complex unemployment matters, and drive risk mitigation.
• Conduct performance reviews and provide coaching to maintain peak team performance and timely resolutions.
• Oversee vendor relationships to ensure compliant and high-quality unemployment administration.
• Communicate policies and drive department-wide projects, ensuring adherence to laws and company standards.
• Perform additional duties and respond to escalations as needed.

Skills

People leadership

Employee relations

Unemployment regulations

Investigations

Performance management

Training & development

Policy design

Vendor management

Cross-functional collaboration

Process improvement

Job description

Signet Jewelers Limited is seeking an experienced leader to oversee the ER Solutions Center, supervising Specialists and Coordinators while driving unemployment compensation program administration across our store network and field teams.

You will partner with Operations, HR, Legal, and vendor partners to investigate, resolve, and manage complex unemployment-related matters, ensure regulatory compliance, and coach performance.