Senior Manager – Retirement Service Delivery

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:  This is accomplished by the following:

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 the following:  
    • 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