MEMBER EXPERIENCE MANAGER - SHARED SERVICES - CUSTOMER SERVICE MANAGER 2 - RASC

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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.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 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 Shared Services Manager is accountable for supporting RASC leadership in building a culture of high performance. The Shared Services Manager is a forward-thinking leader with exemplary operations management experience. The Shared Services Manager works closely with leaders across RASC business areas, including partnering with key business partners and stakeholders across the University of California system. The primary focus is to drive and ensure operational excellence across the RASC with an emphasis on member satisfaction and engagement. The role is responsible for shared services including quality assurance, training, performance metrics and reporting, knowledge management, workforce management, and continuous improvement. The Shared Services Manager personifies excellent leadership and communication skills and is highly capable of directing large-scale change management initiatives and special projects. Please note this is a hybrid position with three days a week on-site.

Key Responsibilities

40% Strategic Leadership * Serves as a key influencer in cultivating and inspiring a culture that is aligned with company values in delivering a positive experience for retirement plan members * Conceptualizes and executes Strategic Services in alignment of the overall goals of the organization; develops goals to ensure performance to achieve deliverables * Ensures the services the shared services organization provides are in line stakeholder expectations * Advises senior management on strategic industry topics and trends that support business goals and objectives; leads innovative change initiatives in areas needing improvement * Assesses competitive threats and internal business process improvements * Ensures that department goals and budgetary standards are effectively met; develops policies and procedures to improve service to members * Effectively partners cross-functionally to support strategies focused which support growth, performance and process improvement and member satisfaction * Leverages and optimizes tools, technologies, systems and processes to facilitate a seamless and personalized member experience

30% Operations Management * Manages day-to-day operations and drives member, partner and stakeholder experiences with an emphasis on continuous improvement * Leads a high performing team focused on daily operations with the goal of achieving maximum efficiency and effectiveness * Develops and executes business strategies to achieve short and long-term goals, driving increased efficiencies and enhanced member experience * Accountable for supporting the RASC operational strategy and the execution of key initiatives and projects which support the strategy * Pro-actively identifies needs and develop creative solutions for projects, leveraging expertise, operational capabilities and technologies * Presents, packages and proposes integrated solutions to demonstrate value and potential return on investment to leaders and key stakeholders * Stays abreast of emerging trends, best practices and technologies that improve the overall effectiveness of RASC operations; shares that knowledge with leadership and staff through briefings meetings and other forms of communications * Drives change management and effective communications across the RASC. Develops outreach initiatives that inform, educate and support active and inactive members and key stakeholders and UCOP partners. * Collaborates with other business areas to drive overall success of projects * Continually reviews customer care practices to ensure that member needs are met and identify opportunities for improvement * Implement, maintain and analyze operational and customer success metrics

15% Compliance Management * Ensures compliance of internal and external business policies, procedures and operating processes * Conducts quality assurance surveys and other mechanisms (i.e., reporting scorecards, dashboards, etc.) to identify overall RASC performance and customer/member satisfaction levels and drives improvement as needed * Improves member experience and quality results by evaluating and redesigning processes; oversees business analytics including building databases as needed

15% Performance Evaluation * Evaluates department effectiveness through financial and activity reports, adjusting practices when needed to address member needs and improve service * Oversees and leads Performance Management through the successful design, implementation and deployment of RASC onboarding and training programs to include continuous learning for all employees, members, partners and stakeholders.

Experience
Required Qualifications

Minimum 8 years Operations Management and Customer Relations

Minimum 5 years' experience in a managerial role within a shared services environment

Skills and Abilities
Required Qualifications

Must have strong operations management and customer relations background with at least 8 years of experience * Proven experience in a managerial role within a shared services environment * Proven experience with Lean Six Sigma methodology * Must have working knowledge of business process improvements and Enterprise technology systems. * Must possesses strategic and/or consulting skills in developing and delivering short- and long-term business goals * Must be comfortable operating in a demanding, fast paced environment and be capable of reacting swiftly to changing business demands * Must be able to delivers quality results on time and in a highly ethical and professional manner * Must be able to manage complex projects and multi-task with excellent organization skills * Must have effective analytical skills including working knowledge of financial statement analysis and staffing models

Preferred Qualifications

Prefer working knowledge of retirement and/or pension programs * Experienced strategic, results-driven professional with exemplary leadership and organizational skills; able to troubleshoot and resolve complex, emerging issues and meet critical deadlines * Continually explores ways to deeply understand customers' objectives and serve as a trusted advisor; experienced in defining, driving and demonstrating the value (ROI) delivered * 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; able to work with strong personalities and different work styles

Exemplary verbal, written and change communication skills and presentation skills; able to formulate a clear point of view * Develops, implements and maintains effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance * Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to operations

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 December 31, 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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