Role Overview

The Supervisor, Associate Relations provides frontline leadership and operational oversight for a team of Associate Relations Advisors and Investigators. This role is responsible for ensuring the consistent execution of associate relations processes, maintaining quality standards, supporting complex case management, and developing team capability through coaching and performance management.

Operating within established Associate Relations governance frameworks, the Supervisor serves as the primary resource for case consultation, escalation support, and decision guidance. The role partners closely with HR Business Partners, business leaders, Legal, Compliance, and Associate Relations leadership to ensure timely, fair, and policy-aligned resolution of workplace matters.

The Supervisor translates enterprise standards into day-to-day execution by reinforcing consistency, strengthening team effectiveness, identifying operational risks, and promoting continuous improvement across service delivery.

Key Responsibilities

Team Leadership & Coaching

• Provide day-to-day leadership, coaching, and development for a team of Associate Relations Advisors and Investigators.

• Establish clear performance expectations related to case management, consultation quality, documentation, responsiveness, and customer experience.

• Conduct regular case reviews, coaching sessions, and quality assessments to ensure consistency and capability development.

• Support onboarding and training of new team members.

• Foster a culture of accountability, collaboration, professionalism, and continuous learning.

Case Oversight & Escalation Management

• Provide guidance on employee relations matters, including workplace concerns, performance management, disciplinary actions, grievances, and investigations.

• Review complex, sensitive, or high-risk cases and provide recommendations regarding appropriate next steps.

• Serve as the first point of escalation for team members requiring additional support or decision guidance.

• Ensure cases are managed in accordance with established service standards, escalation protocols, and governance requirements.

• Monitor case progression to identify delays, risks, or quality concerns.

Quality Assurance & Consistency

• Reinforce enterprise standards for documentation, investigations, consultation practices, and case management.

• Conduct quality reviews of case files, investigation reports, recommendations, and supporting documentation.

• Identify trends in decision-making and ensure consistent policy application across the team.

• Support compliance with legal, regulatory, and internal governance requirements.

• Provide feedback and coaching to improve case quality and consistency.

Operational Management

• Oversee team workflows, intake volume, case assignments, and resource allocation.

• Balance workloads to ensure timely and effective case resolution.

• Monitor operational metrics, including case cycle times, productivity, backlog management, and quality indicators.

• Identify and address operational challenges impacting service delivery.

• Escalate resource concerns, emerging risks, or systemic issues to Associate Relations leadership.

Partnership & Consultation

• Partner with HR Business Partners and business leaders to address workplace matters and support effective people management practices.

• Collaborate with Legal, Compliance, and other stakeholders on complex employee relations issues.

• Support leaders in navigating challenging workplace situations while ensuring consistent policy application.

• Serve as a trusted resource on associate relations processes, procedures, and best practices.

Insights & Continuous Improvement

• Identify recurring themes, trends, and opportunities for process improvement.

• Provide operational insights and recommendations to Associate Relations leadership.

• Support implementation of new procedures, workflows, reporting requirements, and governance practices.

• Contribute to initiatives focused on improving consistency, efficiency, and associate experience outcomes.

• Assist in developing training resources and knowledge management tools.

Qualifications

• 5+ years of Employee Relations, Associate Relations, HR, investigations, or related experience.

• 2+ years of experience leading teams, projects, or functional workgroups.

• Experience managing employee relations matters, workplace investigations, performance management, and disciplinary actions.

• Demonstrated ability to coach and develop team members.

• Strong understanding of employment law, workplace policies, and employee relations best practices.

• Proven ability to manage competing priorities and make sound decisions in complex situations.

• Bachelor's degree in Human Resources, Business Administration, or a related field preferred.

• Experience with Workday or similar HR systems preferred.

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Annual Salary

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.