Manager, Investigative & Safety Center Operations

GENERAL PURPOSE:
The Investigative & Safety Center Manager protects the company’s assets from internal/external theft by using investigative resources (i.e. exception reporting, store and system reports, etc.) and related technologies (i.e. remote monitoring, social media, etc.). It is the responsibility of the Manager to identify potential cash and merchandise losses in all assigned locations (stores, distribution centers, buying offices, and/or the corporate office). Once identified, the Manager disseminates potential dishonest activity to the appropriate Loss Prevention partner(s), and assists with investigations as necessary while providing regular follow up to drive all investigations to conclusion. At times, the Manager may need to partner with other internal departments (i.e. Store Operations, Finance, etc.) to identify other potential operational losses and develop appropriate solutions to address. The Manager may also be assigned additional projects involving LP system administration, internet surveillance, and/or data analysis as business needs change. In addition, the Investigative & Safety Center Manager will manage a core business period within the RISC (i.e. Morning, Mid, Overnight) to ensure process completion and team leadership.


ESSENTIAL FUNCTIONS:
Minimizing Operational Shortage

Assist with Loss Prevention initiatives to support achievement of company shortage reduction goals such as Root Cause Analysis support.
Understand and respond to shortage processes (i.e. SIR, MOS, etc.) and analytics.
Mitigating Theft & Fraud

Aggressively identify, investigate, and resolve internal or external theft activity by using all investigative resources available, i.e., remote monitoring, exception reporting, store and system reports, internet surveillance, etc.
Initiate case leads and provide actionable data to the appropriate business partners; offer investigative support to drive successful case closures.
Partner with peers, business partners, and/or supervisor to identify, design, and develop ad hoc reports and new reporting techniques using multiple reporting systems to generate potential case leads and identify new types of dishonest activity.
Conducting phone interviews when needed to maximize the efforts of field team members and minimize risk and exposures to the organization.
Maintain accurate records of all identified theft activity and reporting for the Investigative team.
Drive resolution and case closure on all open internal and external RISC case leads by providing support and follow-up to the field team.
Maintaining a Safe & Secure Environment

Provide remote safety and physical security support to store locations by regular monitoring of key areas through Virtual Visits and utilization of remote monitoring capabilities.
Provide remote safety and physical security support to senior leadership and international travelers as outlined.
Responsible for addressing and communicating issues on CCTV visibility and functionality.
Support response effort to address serious incidents or accidents; timely and accurate communication to appropriate leadership may also be required.
Respond to and communicate serious incidents (natural/manmade) and potential crisis situations.
Developing Great Teams & Partnerships

Direct responsibility for training, developing, and performance managing up to 3 Investigative Analyst/ Theft & Fraud.
Drive a performance management culture by detecting opportunities for improvement in individual, team and overall RISC performance; influence change in less-than-optimal behaviors before they become ingrained.
Develop and maintain effective working relationships with field and corporate Loss Prevention partners to identify, investigate, and resolve all potential theft and operational loss in a timely manner.
Foster regular working partnerships with other internal organizations.
Establish and leverage external business partners including law enforcement agencies, retail theft organizations, and other retail Loss Prevention departments.
Support training efforts for LP organization on utilization of new reports and techniques to identify and address potential losses to the company.
Provide training to new and existing team members on the use of Aspect, Electronic Journal, Wazaqua and other investigative resources.
Coach peers on new investigative techniques and development of new investigative reports.
Assist in the development and updating of training materials and concepts for awareness training within the RISC.
Other Responsibilities

Perform other responsibilities and projects/special investigations as assigned.

COMPETENCIES:

Business Acumen
Developing People
Drive Results
Communication
Leadership
Inclusion
Planning & Organizing
Collaboration

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:

BA degree or greater is desired, preferably in Criminal Justice, Finance, or Business.
3 years of related Loss Prevention or Retail work-experience
2 years of previous management or supervisory experience required
Must have proficiency in and knowledge of computer software including MS Office (Outlook, Word, Excel, and PowerPoint).
Experience with exception reporting systems (i.e. XBR, Aspect, etc.) is preferred.
Excellent written and verbal communication skills, strong presentation skills.
Excellent analytical skills and demonstrated ability to solve problems.
Self-motivated individual who can be successful in a fast-paced environment, with minimal supervision.
Proven ability to make good decisions under pressure.
Must demonstrate the ability to be flexible and adapt to changing priorities.
Experience with and knowledge of various CCTV systems is advantageous.
Knowledge of civil and criminal retail theft laws is preferred.
Excellent organizational skills, detail-oriented.
Maintains confidentiality concerning all information and projects.

PHYSICAL REQUIREMENTS:

Must be able to sit for prolonged periods of time (up to 8 hours per day)
Frequent computer work required (up to 8 hours), involving repetitive arm/hand motions from keyboarding
Must be able to work with a flexible schedule, this may include nights and weekends.
Some travel to may be required.

SUPERVISORY RESPONSIBILITIES:

The Investigative & Safety Center Manager will directly manage up to 3 Investigative Analyst/ Theft & Fraud, and are responsible for training new hires within the RISC.



DISCLAIMER:

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management’s discretion. Ross Stores, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.

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