Sr Analyst, Colleague Relations

CVS Health•Island, KY

3d•$46,988 - $112,200

About The Position

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.

Requirements

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
2+ years of Employee Relations, Labor Relations, and/or HR Generalist experience (leadership experience may substitute)
HS diploma/GED required, Bachelor’s Degree preferred; or equivalent years of work experience may substitute.

Nice To Haves

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)

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 inquiries related to workforce reduction, escalating concerns where appropriate.
Provide cross-functional support to other areas of the business, as appropriate.