[Hiring] Senior Employee Relations Consultant @CVS Health

Role Description

Colleague Relations is a CVS Health Human Resources Center of Excellence. We are ambassadors of our Company’s culture. We strive to promote a positive, healthy working environment. We demonstrate respect, care, and empathy toward all colleagues while applying a fair, balanced approach to resolve policy related colleague concerns.

As a Senior Consultant on the Operations Team, you will serve as the primary point of contact for our colleagues, offering expert guidance on a broad range of issues and concerns, including but not limited to colleague performance, attendance and behavioral issues, policy interpretation, and the application of CVS Health policies and the Code of Conduct. You will be expected to respond to a significant volume of calls and emails from colleagues seeking advice on employment practices and policies. Your responsibilities will include timely and effective resolution of colleague issues during the initial outreach, to the extent possible. Additionally, you will provide cross-functional support to other departments as required.

Responsibilities

• Serves as first point of contact for our leaders and colleagues by a centralized phone system (up to 75% of time) and perform real time issue spotting to effectively resolve issues/concerns.
• Document all pertinent and relevant call details and consultation provided during the intake and assign the case to the accurate team for resolution, including assignment of case categorization and priority.
• Review and assess inquiries received through alternative channels (i.e., email, self-serve portal, and/or Ethics Line reporting), resolve, or direct to accurate team for further research (typically 25% of the time).
• Effectively leverage resources to achieve first contact resolution and provide proactive support to colleagues.
• Assists with policy interpretation, and the application of CVS Health policies and the Code of Conduct.
• Consults with leaders regarding colleague discipline and performance issues.
• Respond to colleague inquiries, escalating to the appropriate team for further review and consultation when necessary.
• Partner with our Legal partners to retain and provide records upon requests in a timely manner.
• Respond to general inquiries related to workforce reduction, escalating concerns where appropriate.
• Provide cross-functional support to other areas of the business, as appropriate.

Qualifications

• Ability to demonstrate empathy, putting people first and inspiring trust with our colleagues.
• Ability to interact and effectively influence colleagues within all levels of the organization.
• Ability to make sound, constructive business decisions, mitigating risk and adverse exposure to the Company while upholding what is right for the business and the colleagues we serve.
• Highly organized and able to prioritize, time manage effectively.
• Excellent oral and written communication skills; strong interpersonal skills including expertise in conflict management, investigation, negotiation and influencing.
• Collaborates cross-functionally to achieve desired outcomes.

Requirements

• 2+ years of Employee Relations, Labor Relations, and/or HR Generalist experience (leadership experience may substitute).

Preferred Qualifications

• Prior mentoring, leadership, mediation, or consulting experience.
• Knowledge of current state and federal employment/labor laws and regulations.
• Solid real time problem solving and decision-making skills.
• Certifications: PHR/SPHR and/or CP/SCP (SHRM).

Education

• HS diploma/GED required, Bachelor’s Degree preferred; or equivalent years of work experience may substitute.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.

Pay Range

The typical pay range for this role is: $46,988.00 - $112,200.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.