Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.Position Summary

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 Employee Relations 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. In this role, you will respond to a significant volume of calls and emails from colleagues seeking advice on employment practices and policies. This role will allow you to provide timely and effective resolutions of colleague issues during the initial outreach, to the extent possible. Additionally, you will provide cross-functional support to other departments as required.You will accomplish this by:

• Serving 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. For issues that require additional research or investigation, documenting all pertinent and relevant call details and consultation provided during the intake and assigning the case to the accurate team for resolution, including assignment of case categorization and priority.
• Reviewing and assessing 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) including assignment of case categorization and priority.
• Effectively leveraging resources to achieve first contact resolution and provide proactive support to colleagues.
• Assisting with policy interpretation, and the application of CVS Health policies and the Code of Conduct.
• Consulting with leaders regarding colleague discipline and performance issues.
• Responding to colleague inquiries, escalating to the appropriate team for further review and consultation when necessary.
• Partnering with our Legal partners to retain and provide records upon requests in a timely manner.
• Responding to general inquiries related to workforce reduction, escalating concerns where appropriate.
• Providing cross-functional support to other areas of the business, as appropriate.
• Demonstrating empathy, putting people first and inspiring trust with our colleagues
• Interacting and effectively influencing colleagues within all levels of the organization
• Making 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
• Collaborating cross-functionally to achieve desired outcome
• Demonstrating knowledge of current state and federal employment/labor laws and regulations

• 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)