HR Services Supervisor - Case Management & Team Leadership

Ross Stores, Inc.; Dublin (CA); Remote; USD 70,000 - 95,000; Full time

Job summary

Ross Stores is seeking a skilled HR Services Leader to oversee daily HR case management and LOA operations. You will direct staff, promote process improvements, and ensure compliant delivery of HR services across the organization.

Responsibilities include coaching via analytics, implementing development programs, and collaborating with cross-functional teams to meet service levels and drive continuous improvement.

Qualifications

• 2–3 years HR experience (specialist experience may be necessary).
• 1–2 years’ direct supervision of employees.
• Ability to spot trends through data and suggest process improvements.
• Proficient in Outlook, Excel, Word and PowerPoint; familiarity with case management systems.
• Highly organized with ability to plan and prioritize in a fast-paced environment with high case count.

Responsibilities

• Manage daily operations, case load, audits for quality and accuracy.
• Inspire and motivate direct reports amid high case count and incidents.
• Establish routines around recognition, learning, recruitment, process improvement, and goal progress.
• Use analytics to coach the team and influence outcomes.
• Provide feedback and training using development programs and reviews.
• Research escalated issues with timely client outcomes and urgency.
• Ensure timely, accurate delivery of key processes and keep docs up to date.
• Collaborate with partners to meet service level expectations.
• Solicit client feedback to validate service levels and drive improvements.
• Recommend process improvements to HR Leadership; participate in projects.

Skills

HR experience

Supervisory experience

Data analytics

MS Office & Case Management

Organizational skills

Education

Bachelor's Degree in HR Management or related

Tools

Outlook

Excel

Word

PowerPoint

Case Management systems

Job description

GENERAL PURPOSE

Reporting to the Director of HR Services, this role is responsible for leading and coordinating the daily administration of HR case management and team operations. The position ensures the efficient, timely, and compliant delivery of HR LOA services in alignment with company policies and regulatory requirements. This role collaborates closely with cross-functional HR teams, vendors, and operational partners to drive service excellence and continuous improvement.

ESSENTIAL FUNCTIONS

• Manage all staff by supporting day-to-day operations to include: Monitoring case load, audits to ensure quality and accuracy, real time administration, prioritizing and problem solving.
• Inspire and motivate direct reports daily through high case count and critical incidents.
• Establish and maintain consistent and productive routines around recognition, ongoing learning / development, recruitment, communication, process improvement, and progress toward annual goals.
• Use of analytics to coach team and influence outcomes.
• Provide consistent and meaningful feedback and training for direct reports to include use of company sponsored development programs, Focal Reviews, recognition and accountability for underperformance.
• Demonstrates urgency in researching escalated issues and partnering with clients with timely outcomes.
• Ensures timely and accurate delivery of key processes; keep process documentation up to date.
• Proactively works with key partners to inform, collaborate, problem solve and meet service level expectations.
• Actively solicits feedback from clients to validate service levels and process improve.
• Consults and makes recommendations for process improvement to the HR Leadership team regarding trends, efficiencies, and operational issues.
• Makes recommendations to manager and occasionally makes decisions regarding hiring, performance and disciplinary action of Associates.
• Participates in group projects and other duties as assigned.

ESSENTIAL FUNCTIONS (cont.)

COMPETENCIES

Building Effective Teams

Developing Talent

Collaboration

Leading by Example

Communicates Effectively

Ensures Accountability & Execution

Manages Conflict

Business Acumen

Plans, Aligns & Prioritizes

Organizational Agility

Technical Competence/Expertise

Drives Results

Managing & Measuring Work

Customer Service

Decision Making

Solution based Problem Solving

QUALIFICATIONS & SPECIAL SKILLS REQUIRED

• 2-3 years Human Resources experience (specialist experience may be necessary)
• 1-2 years’ experience of directly supervising employees
• Ability to spot trends through use of data and effectively articulate suggestions to process improve
• Proficient in Outlook, Excel, Word and PowerPoint, Case Management systems
• Highly organized with ability to plan and prioritize in fast paced environment with high case count and frequent exposure to critical incidents

EDUCATION / CERTIFICATIONS

• Bachelor's Degree in Human Resources Management or related business degree preferred

PHYSICAL REQUIREMENTS

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 meetings, typing, and working with paper/files, etc

Consistent timeliness and regular attendance

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

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

SUPERVISORY RESPONSIBILITIES

HR Coordinators

HR Representatives and Sr. HR Representatives

HR Specialists and Sr. HR Specialists