Escalation Associate Jobs (NOW HIRING)

At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You'll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you're working in our four global Home Offices, Distribution Centers or Retail Stores-TJ Maxx, Marshalls, Homegoods, Homesense, Sierra, Winners, and TK Maxx, you'll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family-a Fortune 100 company and the world's leading off-price retailer.

Job Description:

The Opportunity: Grow Your Career.

Job Summary:

The Human Resources Service Center Supervisor leads the daily operations of an assigned HR Service Center pod, ensuring associates receive timely, accurate, and high-quality support. This role is responsible for guiding and developing a team of HR Service Center associates while promoting exceptional customer service and efficient issue resolution. Leveraging in-depth expertise in HR systems, health and welfare benefits, paid time off programs, and leave of absence policies, the supervisor serves as a key resource for complex and escalated associate concerns, providing guidance and final resolution when needed.

Major Areas of Responsibility

HR Shared Services Transaction Execution

• Process routine transactions aligned to the pod the associate is anchored to support (e.g. associate inquiries, associate movement, separations, 1-9 verification)
• Performs accurate and timely processing of HR transactions in HCM system
• Interacts closely with Payroll and Compensation to ensure proper dataflow and execution.
• Address and resolve complex issues escalated by HR Shared Services associates

Team Performance Management

• Assists the Department Manager in supervising and ensuring the accurate delivery and administration of Human Resources policies and procedures.
• Oversees Human Resource Administration for store/regions, D.C.'s and Home Office providing technical guidance to associates on issues
• Analyzes and recommends system/department improvements as required.
• Performs accurate and timely processing of HR transactions in HCM system
• Utilize key metrics to evaluate the performance of service center associates to identify the need for special training
• Assign and delegate work tasks to service center associates according to effectively address customer demand
• Collect and analyze service metrics to evaluate performance of their respective pod area. Identify trends and determine root causes. Identify opportunities for improvement.
• Continuously collaborate with direct pod leader & other managers to understand best-practices and create efficiencies across the team
• Work with the HRIS to design and implement solutions for the resolution of technical problems.
• Lead team meetings and give presentations to HR Shared Services leaders

Team Leadership and Development

• Hire, onboard, and train service center associates to deliver high standard customer service for their respective pod
• Trains, develops and counsels H.R. Service Center associates with the goal of creating depth of talent within the department
• Coach service center associates through challenging customer service issues
• Conduct performance reviews, capacity planning, and identify technology improvement opportunities and determine action plans for improved operations
• Other duties as assigned

Who We're Looking for: You.

• Bachelor's degree or equivalent experience
• Minimum 3+ years of Service Center experience
• Mastery of HR process areas/services within the pod supported
• Knowledge of legal and regulatory requirements by region, state, and population groups supported
• Adept at courteously interacting with customers and ensuring their requirements are met
• Strong written and verbal communication and presentation skills
• Excellent interpersonal, problem-solving and leadership skills
• Ability to stay calm in stressful situations and meet SLAs
• Ability to prioritize work based on internal and external deadlines
• Ability to remain flexible and pivot based on business needs
• Understanding of HR workflows design in TJX systems
• Understanding of navigating ServiceNow case and knowledge workflows
• Ability to maintain confidentiality and apply privacy requirements
• Proficient in Microsoft Office (specifically Excel, Word, and Outlook)

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