MEMBER EXPERIENCE MANAGER - BENEFITS ADMINISTRATION - CUSTOMER SERVICE MANAGER 2 - RETIREMENT ADMINISTRATION SERVICE CENTER

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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 Benefits Administration Manager is a forward-thinking, strategic leader who works closely with RASC business areas in fulfilling divisional strategic objectives and building a culture of high performance in delivering service to internal and external clients. The Benefits Administration Manager oversees RASC's retirement pension programs and is accountable for ensuring inquiries from members, retirees, survivors and beneficiaries are handled and processed efficiently and professionally from start to finish and that plan data is accurate and provided to customers in a timely manner. Functions under the leadership of the Benefits Administration Manager also include making sure members receive subject matter expertise, highly responsible service and attention to detail and follow-up when seeking assistance and counselling on topics related to pension benefits, retirement benefit impacts which could affect calculations, disability applications, survivor programs and complex or specialized claims (i.e., death, divorces). The Benefits Administration Manager additionally ensures that plans and programs comply with federal and state guidelines while adhering to plan details and polices set forth by the University of California. The Benefits Administration Manager personifies exemplary visionary leadership skills and is highly capable of directing large-scale departmental and organizational change management initiatives. The Benefits Administration Manager directs day-to-day operations of their team to ensure efficient use of resources, accurate reporting and the effective delivery of benefits services to all internal and external members, customers and key stakeholders. Please note this is a hybrid position with three (3) days on site in Oakland, CA.

Key Responsibilities

40% Strategic Leadership: Provides leadership to employees assigned to the benefits administration team to include, 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 within benefits administration 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 benefits administration 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.

20% Operations Management: Establishes and build 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 member 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. 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.

20% Evaluation and 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. Evaluates department effectiveness; adjust practices when needed to address member needs and improve service.

20% Team Development: 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. 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. Creates and maintains succession planning for all levels of department positions; attracts and retains quality talent.

Experience
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.

Skills and Abilities
Required Qualifications

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 working knowledge of all pertinent federal and state regulations, filing and compliance requirements, both adopted and pending, affecting retiree benefits programs. 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.

Previous experience managing metrics, ensuring customer satisfaction and reporting statistical performance levels related to operations. 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.

Ability to work in a highly collaborative manner, establish priorities, goals / objectives and timelines.

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 department.

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 31, 2025. 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.

As a condition of employment, the finalist will be required to disclose if they are subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct, are currently being investigated for misconduct, left a position during an investigation for alleged misconduct, or have filed an appeal with a previous employer.

• "Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer.
  • UC Sexual Violence and Sexual Harassment Policy
  • UC Anti-Discrimination Policy for Employees, Students and Third Parties
  • APM - 035: Affirmative Action and Nondiscrimination in Employment

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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