Senior Manager Retirement Service Delivery

Retirement Service Delivery Senior Manager

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary and Purpose:

The Retirement Service Delivery Senior Manager is responsible for overseeing all aspects of service delivery and operations of CVS Health's retirement benefit programs. This position ensures efficient, effective and compliant service delivery to plan participants in support of the strategies and plan design with the Retirement Center of Excellence. This role requires a combination of strong leadership, technical expertise in retirement plans, and a commitment to customer satisfaction.

Responsibilities include but are not limited to support of HR Shared Services to meet established service delivery targets, identify and resolve issues, lead complex projects, facilitate continuous process improvement, manage outsourcing relationships and apply subject matter expertise to plan administration and services complying with plan design and regulatory provisions. This position must partner across HR Shared Services functions, HR Centers of Excellence, supporting vendor partners and other stakeholders within the enterprise to promote and deliver programs and services that support our business objectives in a strategic, cost-effective and compliant manner.

Primary Duties and Functional Experience: Overseeing Operational Service Delivery:

Provide strategy, recommendations, action plans and/or consulting relating to Human Resource Shared Services / Governance service delivery in support of CVS Health qualified retirement, equity and service award plans

Apply plan specific and regulatory provisions to overall administration and operations of all related CVS Health plans and programs

Apply best practice program/project management techniques and tools to achieve desired outcomes within budget and timeframe.

Manage all related operational procedures developed both within HR Shared Services and with HR Centers of Excellence, supporting vendor partners and other stakeholders to ensure operational efficiency and outstanding colleague services

Manage related change requests through the full life cycle of each request and through deployment Manage related scope of work resulting from acquisitions, mergers, RFPs and other corporate/plan executive committee actions

Team Management: Lead and mentor a team of two retirement specialists, providing guidance, training, performance feedback, and fostering a positive work environment.

Ensuring Compliance: Maintain up-to-date knowledge of relevant retirement plan regulations (i.e.: ERISA and IRS) and ensure all processes and procedures are compliant. This will include leading and supporting annual and periodic plan audits.

Customer Service: Provide excellent service to plan participants, addressing their inquiries, resolve issues, and ensure needs are met with an excellent participant experience.

Process Improvement: Identify opportunities to streamline workflows, enhance efficiency, and improve the overall participant experience.

Reporting and Analysis: Generate reports on key performance indicators, analyzing data to identify trends, and providing insights to senior management.

Vendor Management: Oversee relationships with third-party vendors who provide services related to retirement plans. This includes:

• Identify and resolve issues and manage outsourcing relationships within the HR Shared Services governance function.
• Monitor service and performance reports to ensure all required and expected performance is met or exceeded. Constantly monitor trends for remediation and overall continuous service and operational
• Ensure quality, accuracy and timeliness requirements are met relating to all service escalations and responses

Budget Management: Assist in the development and monitoring of budgets related to retirement plan operations.

Leadership and Management: Ability to motivate and guide a team, set clear expectations, and foster a collaborative environment.

Technical Expertise: Strong understanding of retirement plan types including all required compliant and administrative processes. Ability to convert understanding of retirement plans into technical requirements and collaborate with technical resources to ensure HR/payroll system and resulting data feeds are configured to meet plan and regulatory compliance attributable to steady state and project related business needs.

Customer Service: Excellent communication and interpersonal skills, with a focus on providing exceptional service to plan participants.

Problem-Solving: Ability to analyze complex issues, identify root causes, and develop effective solutions.

Analytical Skills: Ability to interpret data, identify trends, and make data-driven decisions.

Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and meet deadlines.

Required Qualifications:

• Min 7 years of Human Resources experience specifically related to Health and Welfare and/or Call Center / Case Management

• Min 1 year of Human Resources operational and service team leadership experience

• Min 1 year of experience with qualified Retirement plans and Equity Plans; related certifications preferred

Preferred Qualifications:

• Vendor management experience related to Retirement/equity plans and working in a shared service center enviroment

• End-user experience with Workday preferred or an equivalent Human Resources / Payroll system

• Excellent PC skills, including extensive knowledge of spreadsheet and database software

• Excellent analytical and communication skills along with the ability to work independently and as a team player

• Proven ability to perform well and with a high degree of accuracy under tight deadlines

• Ability to prioritize and manage projects utilizing standard project management methodologies

• Comprehensive knowledge of HR processes and administration; including an in depth knowledge of base HR/Payroll policies and practices within one or more of the following areas: Payroll, HR Information Technology, Employee Data and Records Management, Time and Attendance, Health and Welfare and/or Call Center / Case Management

Education:

Bachelor's degree or equivalent work experience (4 years)

Pay Range:

The typical pay range for this role is:

$82,940.00 - $182,549.00

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. This position also includes an award target in the company's equity award program.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people:

We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.