MEMBER CORRESPONDENCE MANAGER - (RASC) RETIREMENT ADMINISTRATION SERVICE CENTER
Location: Oakland Job ID: 18444
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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.
The Member Correspondence Manager 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 Members Correspondence Manager 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 Member Correspondence Manager also oversees document management, printing, scanning, distribution and mailing services.
The Member Correspondence Manager 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.
Strategic Leadership: Cultivates and inspires a culture aligned with company values of delivering a positive member experience.
Conceptualizes and executes department strategic direction in alignment of the overall goals of the organization.
Provides information on emerging issues and opinions raised by members or the public to senior management on a regular and timely basis.
Ensures that department goals and budgetary standards are effectively met; develops policies and procedures to improve service to members.
Stays abreast of emerging trends and technologies that improve the overall effectiveness of communications; shares that knowledge with leadership and staff through briefings, meetings and other channels.
Evaluates and leverages technologies that improve the efficiency of department operations; continually researches industry best practice standards to optimize overall performance.
Supports the contact center transformation, upgrading both technology and capabilities to effectively meet evolving customer needs.
Effectively partners cross-functionally to support strategies focused on revenue growth, performance and process improvement and member satisfaction.
Leads resource planning (i.e., developing back-up plans) to maximize the ongoing productivity of staff and technology; this includes ensuring that department operations run efficiently at all times.
Correspondence Leadership: Fosters collaboration and transparency with RASC leaders and employees through open communication, team building, and connectivity to the RASC's strategic direction
Creates and maintains succession plans for all staff levels designed to attract and retain quality talent
Inspire and coach supervisors and team members to meet and exceed member needs and the organizations goals
Ensures all levels of staff have a positive work environment and receive training, Evaluation and Compliance Management:
Ensures compliance of internal and external business policies and procedures and processes.
Leverage quality assurance surveys and other mechanisms (i.e., reporting scorecards, dashboards, etc.) to identify customer satisfaction levels and seeks improvement as needed.
Improves the client service experience and ensures quality results by evaluating and redesigning processes by analyzing data and trends.
Evaluates department effectiveness through financial and activity reports, adjusting 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.
Develops goals and ensures performance to achieve the KPIs.
Directs department 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 and disciplinary actions.
Directs the development and execution of new and updated inbound and outbound correspondence through various print and electronic channels.
Ensures accuracy and consistency of messaging by overseeing the development and maintenance of an internal and external correspondence archival library of archived communications in response to member letters, emails, secure messages, responses to appeals/grievances.
Responsible for sharing feedback from members and supporters to internal stakeholders, and in supporting the strategic development and implementation of departmental strategic plan.
Ensures proper workforce management, optimization of staffing levels, service level attainment, and effective resource allocation across department operations.
Creates and maintains succession plans for all staff level positions to attract and retain quality talent.
Coaches, trains, and leads supervisory and staff members to actively listen to members' needs and offer relevant solutions and support.
Ensures employees have a positive work environment and receive training, development, and motivation to maximize their contribution and ensure their quality of work and continued growth.
Required Qualifications: Must have at least 10 years of experience in operations management, building customer relations and strategically developing high-performing teams; experience in contact center operations is a plus.
Continually explores ways to deeply understand customers' objectives and serve as a trusted advisor, experienced in defining, driving and demonstrating the value (ROI) delivered.
Must possess strategic and/or consulting skills in developing and delivering short- and long-term business goals.
Excellent written and verbal communications skills and strong presentation skills; must be able to lead the development of clear, concise and timely communications; able to formulate a clear point of view and be a key influencer.
Able to partner effectively across all levels of the organization and develop positive working relationships.
Provides strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every contact for maximum net reservation revenue to clients.
Proficient with call center voice 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 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.
Strategic, results-driven professional with exemplary leadership and organizational skills; able to troubleshoot and resolve complex, emerging issues and meet critical deadlines
Strong working knowledge of pension plans, pension administration systems, retirement processes, shared service contact centers and business process improvements.
Must have effective analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
Proficient with Call Center voice and data management systems and able to quickly learn new software; must also have broad knowledge of contact center practices with strong analytical and problem-solving skills
Previous experience managing metrics, ensuring customer satisfaction and repotinh statistical performance levels related to operations.
Strong working knowledge of Pension plans, retirements processes, shared service contact centers and business process improvements
Bachelor's degree in Communications, English, Marketing, Business or equivalent experience
Certified in Call Center Management (e.g. CCCM) or equivalent qualification is a plus
SALARY AND BENEFITS
Salary: The Recommended Hiring Range is $133,500.00 to $180,500.00. Commensurate with experience.
Benefits: For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging
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 5/26/2021. The position will be open until filled.
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