Sr Manager - Employee Relations
CVS Pharmacy - Woonsocket, RI
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Job DescriptionThe Sr Manager - Employee Relations Is responsible for the execution and ownership of the triage support services within Advice & Counsel that provide the following functional operations: Intake Management, Resource/Workload Management, Case Distribution Management and Internal Operational Reporting. The Sr Manager - Employee Relations will provide guidance and mentoring in the areas of operational efficiencies to the ER Consultants, Advisors, Investigators, Severance and Reasonable Accommodation and will support full function of A&C. This position is responsible for the day to day performance of Advice & Counsel's case intake processes, staff workload management, and case distribution; conducting operational data analysis, assessing process and procedures against industry best practices, identifying trends and recommending appropriate solutions in respect to the internal health of the Advice & Counsel organization. Sr Manager - Employee Relations will lead a team of ER support resources to deliver this highly collaborative, agile and efficient functional operation within Advice & Counsel. 1. Intake Management- Leverages deep subject matter expertise to identify case severity and assign to the appropriate ER function and team member: - Monitors and manages the receipt, identification, and placement of employee relations cases coming from all intake sources (i.e. email, department voicemail, fax, compliance data, etc.)Adheres to Service Level Agreements (SLAs) established for intake sources, monitors feeds to ensure compliance with intake thresholds, alerts leadership of issues. - Monitors inbound and outbound queues including Compliance Nightly Feed, faxes, queues, vm, email and faxes. to ensure case assignments are successfully handled. Provides operational performance updates to Managers and Leads, based on weekly intake reporting outcomes- Manages the Escalation of A&C cases, when case requires special handling according to special case types. Engages the appropriate Manager or Lead to ensure case is handled by authorized individuals.- Responsible for all intake cases and case entry into our case management system (Salesforce), so that tracking and documentation will be maintained in the A&C portal. And to activate our automatic SLAs as determined by case type and business unit. 2. Manages Resource / Workload Management- Creates call volume forecasts, hiring plans, and capacity plans based on established performance levels. - Manages team scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level and ASA objectives are met, in partnership with functional senior managers/team leads.- Provides analysis of key metrics and trends in a timely manner and recommends steps to improve the efficiency and effectiveness of the organization.- Develops structural and replicable demand forecasting models using key trending data to predict volume influx and manage handle time.- Construct and maintain Advice & Counsel workforce capacity plans based on forecasted demand and projected staffing. The capacity plans will show staffing requirements based on both run rate trends and budget guidelines. Proposes adjustments based on trends.- Monitors Real Time adherence, call statistics to ensure on/off phone activity is managed efficiently throughout the day.- Manages the monitoring of sick line, tardiness, PTO, etc. and entering Real Time exceptions into scheduling software (absences, tardiness, meetings, projects, coaching, overtime, etc.)- Provides regular analysis of key metrics and trends and recommends steps to improve the efficiency and effectiveness of the organization. 3. Case Distribution- Ensures that each of the team resources are distributed new cases assignments fairly by adhering to the case distribution policies of Advice & Counsel. Rotates cases for Out Of Office (OOO) resources based on team schedule variances and team case distribution protocols. Able to analyze cases and properly triage to appropriate team based on fact pattern presented.- Apply case escalation model and assign to appropriate lead for all urgent cases.4. Operational Reporting- Analyze case data and provide report generation for Managers. Complete and maintain appropriate logs/trackers/systems, to ensure a full picture of employee relations activity- informal and formal process, advice given, outcomes issued, inquiries, etc. are assessed and provided to A&C Leadership on a weekly basis.- Provide Business Unit (BU) Predictive Analysis, identifying trends based on historical BU case activities & performance on a monthly basis in trending reports. Identify areas of improvement and provide recommended solutions to drive desired outcomes within the BU. Ability to make recommendations and observations on data collected. - Provide adhoc analysis of BU activity, when requested by Senior Business Management.- Supports ongoing enterprise analysis to Leadership.- Deliver A&C Monthly Activity report within 2 weeks of the close of the monthly period, providing call volume, SLA tracking, case statistics by case origination method and by cases management team.- Deliver A&C daily feed of case data to the enterprise Tableau Reporting teams- Deliver Monthly Compliance case comparison report.- Establishes process & procedures to automate the delivery methodology of relevant data. 5. Proactive Training & Education- Using deep subject matter expertise: creates, delivers and maintains relevancy of continuous education to internal stake holders (HR COEs, Leaders, etc) related to Employee Relations.- Facilitates relevant policy and compliance (for example anti-discrimination/non harassment training, "how to" sessions, etc.) education as necessary6. ER Policies & Procedures - Contributes to ongoing review and assessment of existing policies against local culture and changing market legislations and jurisdiction, providing recommendations for change in line with best proactive to ER Lead.- Partners across the entire A&C team to explore opportunities for standardization process, performance process, policy where appropriate, then supports the implementation and changes.Pay RangeThe typical pay range for this role is:Minimum: 75,400Maximum: 162,700Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications- Ability to direct staff of 10+ employees relations triage analyst in center-led environment. - Solid state and federal legal and regulatory legislations in Employment Law.- 5 + years' experience in employee relations or human resources- Travel as needed.Preferred Qualifications5 to 8 years of employee relations and human resources.EducationBachelor's degree or equivalent work experiencesBusiness OverviewBring 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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
Created: 2024-09-07