Sr Analyst, Colleague Relations

About the role

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. 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 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.
• 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.
• 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) including assignment of case categorization and priority.
• 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