Sr. Representative, HR (Associate Relations)


Sr. Representative, HR Services will answer and respond to calls from field and store leadership, providing counsel and guidance to include: policy interpretation / disciplinary guidance, performance management, benefits, payroll and provides approval for all involuntary non-exempt terminations. Also will assist Investigators with case management preparation / 3rd Party charge responses / Unemployment and DOL claims hearing preparation and participation as needed. Sr. Rep will conduct and manage the ADA interactive process and monitor store execution for consistency. Will review and approve all non-exempt store retail associate terminations and escalate determination decision as needed. Record and maintain call history and outcomes. Assess in-coming frequency of call topics, identify trends and recommend solutions to address. Critical competencies / skills include: Conflict Management, Listening, Composure, Decision Quality, Problem Solving, Communication, Customer Focus, Dealing with Ambiguity, proficient with Microsoft Word, PowerPoint, Excel, clear/concise written and verbal communication skills and telephone etiquette.


Associate Relations:

  • Provide counsel and advice to store and district leaders as it relates to interpreting policy, performance management; respond to basic associate relations questions such as benefits, payroll, back ground checks, etc. redirecting and teaching as a first response and following-up as needed with the caller and / or manager.
  • Review and approve involuntary termination requests for store level personnel (all non-exempt positions). Escalate as necessary.
  • Facilitate ADA Interactive conversations based on requests from stores, documenting in case management and following up as needed.
  • Work with Manager, HR Services in the interpretation of personnel policies and procedures. Assist field, store and corporate management in redirecting associates when necessary; formulating action plans with managers when potential associate problems are identified.
  • Work with HR Analyst to provide analytics and make recommendations to Manager, HR Services regarding potential associate relations issues based on trends.
  • Gather critical data (reporting, associate files, policy sign-off’s, etc.) to assist Investigators in responding to allegations, 3rd Party charges, Unemployment claims, etc.
  • Coordinate with unemployment tax consultant as necessary, regarding state unemployment claims.
  • Coordinate and / or investigate Department of Labor claims as needed. Track, record and maintain records.
  • Provide guidance to store and field leadership in implementing and communicating personnel, compensation, and benefit policies and procedures.
  • Act as resource liaison between stores, district, zone and regional teams for training, benefits, payroll, engagement, Interactives and associate relations needs.


  • Assist in evaluating Human Resource training needs based on trends identified in case management; recommending training topics to be presented for store/district level management.
  • Conduct training workshops and seminars as needed for store / field management.

Analysis / Research:

  • Partner with Manager, HR Services in the recommendation of human resource policy and procedural changes.
  • Together with Manager HR Services, assess needs regarding training, benefits, wages, labor and associate relations. Communicate recommendations to all business partners.
  • Initiate analysis / reports / statistical data which may affect stores’ human resource performance and/or related business initiatives.
  • Analyze statistical data sent from Corporate monthly to help evaluate and enhance the performance against the HR Metrics.
  • Monitor Final Pay and Effective Scheduling compliance within guidelines.

Special projects and other duties as assigned.


  • Communication: Verbal and Written
  • Conflict Management
  • Listening
  • Dealing with Ambiguity
  • Composure
  • Decision Quality
  • Problem Solving
  • Business Expertise • Customer Focus


  • Computer Literacy: PowerPoint, Excel, Word proficient, keyboard by touch at 50 WPM
  • Communication: Can effectively listen, understand and speak fluent English, bi-lingual a plus. Must be able to clearly and concisely recap conversations and have pull back system to trigger follow up. Must be able to clearly and effectively communicate with all levels of the organization