MEMBER EXPERIENCE MANAGER - MEMBER CORRESPONDENCE - CUSTOMER SERVICE MANAGER 2

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Department Overview

The Retirement Administration Service Center (RASC) counsels members of the University as they transition into retirement and provides long-term pension and retirement health benefits support.

Position Summary
The Member Experience Manager - Member Correspondence is a forward-thinking, strategic leader who works closely with RASC leadership to build a culture of high performance by consistently delivering a positive service experience to internal and external clients. He/she oversees the day-to-day performance of his/her team to ensure organizational objectives are met to the highest standard and that customer communications are up-to-date, engaging and delivered on time and on budget.

The role works collaboratively with the RASC leadership to improve service, retention and member engagement targets and ensure customer communications are processed in a prompt, efficient and professional manner. The Manager's support team are the first points-of-contact to respond to process member transactions and pension calculations; answer member questions, requests, and concerns through various communication channels; and produce clear and concise inbound and outbound communications. The role also oversees document management, printing, scanning, distribution and mailing services.

The role exemplifies excellent communication and leadership skills and continually promotes continuous training and operational improvement that inspires team members to achieve timely high-quality performance metrics. Please note this position is a hybrid position with three days a week on-site.

Key Responsibilities

40% Strategic Leadership: Provides leadership to employees including, but not limited to, coaching, staff development, evaluations, managing workflows and enforcing policies and procedures.* Cultivates and inspires a culture that upholds the company mission to deliver exemplary service to internal and external clients and support strategies focused on revenue growth, performance and process improvement.* Leads strategic planning in alignment with divisional and institutional policies and goals; develops strategies to ensure performance to achieve the KPIs.* Plays a key role in facilitating audits, working closely with audit teams and senior management; recommends and implements solutions to improve operational controls and mitigate risks.* Develops, implements and evaluates retirement benefit policies and procedures; update as needed.* Leverages and optimizes tools, technologies, systems and processes to facilitate a seamless and personalized customer experience.* Continually monitors operational efficiencies within the department through new program development, process improvements, standardizing services and integrating functions, as needed.* Ensures that department goals, budgetary standards and targets are effectively met; prepares an annual operating budget.* Participates on cross- functional committees to facilitate information exchange and circumvent operational issues.* Leads innovative change initiatives in benefit administration areas needing improvement.* Creates and maintains succession planning for all levels of department positions; attracts and retains quality talent.

30% Operations Management: Establishes and builds relationships with members and third-party benefit providers to achieve assigned quotas and targets. * Effectively manages day-to-day operations and executes strategies to achieve maximum efficiency and cost-effectiveness.* Leads resource planning (i.e., developing back-up plans) to maximize the ongoing productivity of staff and technology and ensure operations run efficiently and there is adequate coverage on holidays and during other critical time periods.* Identifies clients' needs and develops creative solutions for projects, leveraging expertise, operational capabilities and technologies.* Stays abreast of emerging trends, best practices and technologies that improve the overall effectiveness of operations; shares that knowledge with leadership and staff through briefings meetings and other forms of communications.* Coaches, trains, and leads managers and team members to actively listen to clients' needs and offers relevant solutions and support; promotes ongoing training as needed.* Conducts retiree benefits presentation updates and one-on-one meetings, as needed.* Leverages knowledge and provides input and supports the development of communication tools to enhance the understanding of retirement benefits packages. Supports the design and distribution of materials for benefits orientations, open enrollment and summary plan descriptions, as needed.

15% Compliance Management: Audits departmental practices to ensure consistent implementation of best administrative practices.* Ensures compliance of internal and external business policies, procedures and processes.* Conducts quality assurance surveys and other mechanisms (i.e., reporting scorecards, dashboards, etc.) to identify customer satisfaction levels and seeks improvement as needed.* Improves the member service experience and ensures quality results by evaluating and redesigning processes by analyzing data and trends.

15% Performance Evaluation: * Evaluates department effectiveness; adjust practices when needed to address customer needs and improve service.* Oversees and conducts performance management functions, including but not limited to employee recruitment (i.e., pre-hire interviews and selection, new-hire orientation), coaching, mentoring, training and development, disciplinary actions, etc.

Experience
Required Qualifications

Minimum 10 years managing operations, building client and customer relations and strategically developing high-performing teams

Minimum 5 years Must have a strong working knowledge of pension plans, pension administrative systems, retirement processes, shared service or contact centers, payroll functions, and business process improvements

Skills and Abilities
Required Qualifications

Must have at least 10 years or equivalent work experience in managing operations, building client and customer relations and strategically developing high-performing teams * Must have a strong working knowledge of pension plans, pension administrative systems, retirement processes, shared service or contact centers, payroll functions, and business process improvements * Must have experience managing metrics, ensuring customer satisfaction and reporting statistical performance levels related to operations. * Must continuously explore opportunities to understand customers' objectives deeply and serve as a trusted advisor experienced in defining, driving and demonstrating that value (ROI) is delivered * Oversees and ensures the integrity of payment calculations and demonstrates success as a highly effective, organized and efficient problem-solver and team builder with keen decision-making skills; must have strong team leadership skill and a supportive, team-oriented management style * Must possess strategic and/or consulting skills in developing and delivering short- and long-term business goals * Must be a driver of transformation and manage change initiatives to ensure successful implementation.* Experienced working in a demanding, fast paced environment with ability to react swiftly to changing business demands. * Exemplary verbal, written and change communication skills and presentation skills; able to formulate a clear point of view and be a key influencer. * Able to troubleshoot and resolve complex, emerging issues and meet critical deadlines.

Preferred Qualifications

Proficient with contact center and data management systems and able to quickly learn new software; must also have knowledge of contact center practices with strong analytical and problem-solving skills * Highly organized multi-tasker who can manage competing priorities; able to work well under pressure and thrive in a fast-paced environment. * Experienced in leading succession planning in alignment with departmental and divisional plans * Able to partner effectively across all levels of the organization and develop positive working relationships * Experienced in overseeing all aspects of the performance management process, including conducting staff evaluations and succession planning; able to work with strong personalities and different work styles. * Demonstrated excellent ability to delegate and oversee assignments to ensure successful and timely completion as well as to obtain the cooperation of others within and outside the unit. * Develops, implements and maintains effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance

Working knowledge of pertinent federal and state regulations, filing and compliance requirements, both adopted and pending, affecting retiree benefits programs, including the ACA, ERISA, COBRA, FMLA, ADA, Section 125, workers' compensation, Medicare, OBRA, and Social Security and DOL requirements

Working knowledge of Lean Six Sigma methodology

Education
Required Qualifications

Bachelor's degree in related area and / or equivalent experience / training

Job Title
Customer Service Manager 2

Job Code
000277

Salary Grade
Grade 26

Payscale:
$175,000 - $200,000

The University of California, Office of the President, is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range shows the growth potential for this position and the pay scale is the budgeted salary or hourly range that the University reasonably expects to pay for this position.

Benefits: For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging

ADDITIONAL INFORMATION

HOW TO APPLY

Please be prepared to attach a cover letter and resume with your application.

APPLICATION REVIEW DATE

The first review date for this job is January 5, 2024. If needed, add: The position will be open until filled.

CONDITIONS OF EMPLOYMENT

Background Check Process: Successful completion of a background check is required for this critical position. Background check process at UCOP

Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy

As a condition of employment, you will be required to comply with the University of California Policy on Vaccination Programs, as may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

EEO STATEMENT

The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20. For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination.

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