Position Vacancy Announcement

DIRECTOR OF MEMBER ENGAGEMENT

Position: The Director of Member Engagement provides leadership and direction to departments and staff responsible for providing education and member service-related activities to SURS members and employers. The position serves to ensure the timeliness, accuracy and effectiveness of all information provided and to achieve high levels of member satisfaction. The position directs educational and service delivery efforts by managing programs and initiatives that build awareness and knowledge of SURS benefits and retirement principles. The position oversees activities for both SURS defined benefit and defined contribution plans and supports the executive leadership team in achieving organizational goals and strategy.

The Director of Member Engagement currently reports to the Executive Director* and directly oversees the Counseling Manager, Call Center Manager, Employer Services Manager and Defined Contribution Plan Manager. The position indirectly oversees more than 40 staff and works closely with the Director of Benefits Processing and the Communications Manager.

Position: Director of Member Engagement

Position Type: Full-time | Based in Champaign, IL

Civil Service Classification: Program Coordinator

Main Duties:

• Oversee and manage the daily operations of the counseling, call center, employer services and defined contribution processing teams with a focus on achieving high levels of member satisfaction.
• Provide effective leadership, coaching and mentoring to counselors, call center, employer services and defined contribution staff.
• Oversee defined benefit and defined contribution member and employer educational programs and outreach activities.
• Assist in generating and proofing all educational materials and content.
• Oversee and monitor division’s performance metrics ensuring that performance standards are met, reported on, and that they are appropriate.
• Troubleshoot & research issues affecting service delivery and promote solutions.
• Engage in strategy development for the division and work with teams to develop and support new and existing initiatives to improve or enhance service delivery.
• Oversee and participate in special projects the division is involved in including the current replacement of SURS pension administration system.
• Assure staff compliance with applicable state and federal laws, the Illinois Compiled Statutes, and the rules, policies and procedures of SURS.
• Serve as a resource to the executive leadership team on all matters education, outreach and service delivery-related.

Preferred Qualifications:

• Bachelor’s degree with concentration in business, communications, or related area.
• Three (3) years of leadership experience within a public pension system, a retirement plan provider, government or non-profit entity, or similar.
• Experience in customer-focused positions and leading teams to achieve high levels of customer satisfaction.
• Experience working with defined contribution plans or thorough knowledge of the landscape.
• Thorough knowledge or demonstrated ability to quickly obtain knowledge of Illinois pension code.

Required Qualifications

• Bachelor’s degree.
• A total of one (1) year (12 months) in education, training and/or work experience in the area of specialization inherent to the position. (Note: Master’s Degree in an area consistent with the duties of the position may be substituted for one (1) year of work experience.)
• Additional education, training and/or work experience in the area of specialization:

• Two (2) years of responsible experience in supervising, organizing, coordinating or other significant work with specific educational or administrative program initiatives.

Knowledge, Skills and Abilities (KSAs)

• Well-developed interpersonal and presentation skills.
• Ability and willingness to travel as needed.
• Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources.
• Skill in analyzing information and evaluating results to choose the best solution and solve problems.
• Skill in oral and written communication.
• Ability to adjust actions in relation to others' actions.
• Ability to listen to and understand information and ideas presented through spoken words and sentences.
• Ability to apply general rules to specific problems to produce answers that make sense
• Ability to develop goals and plans to prioritize, organize, and accomplish work.
• Ability to work effectively with staff, the public, and outside constituency groups
• Ability to effectively plan, delegate, and supervise the work of others.
• Ability to utilize various computer software packages, including pension administration systems.
• Ability to work independently and exercise judgment in order to be able to analyze and investigate a variety of questions or problems.
• Ability to analyze and develop guidelines, procedures and systems.

Location

This position is based in Champaign, IL. During the initial training period, fully in-office workdays may be required. After successful completion of the initial training period, this position may transition to a hybrid role.

Benefits

• Insurance benefits, including medical, vision and dental
• Participation in SURS retirement plan
• Paid vacation, sick leave and 11 paid holidays
• Paid Parental Leave after six months of employment
• Casual/business casual attire (dependent on job duties)
• Flexible work environment
• Free parking
• 37.5-hour standard work week
• Find more details regarding the benefits SURS offers at: SURS Employee Benefits - SURS

Application Process

To apply for this position, please click the apply button at the top of this job posting. Please fill out the online application and attach a copy of your resume and cover letter.

About SURS

SURS is the administrator of a cost-sharing, multiple-employer, public employee retirement system that provides retirement, survivor, disability and death benefits to employees of Illinois state universities, community colleges, and certain other affiliated organizations and agencies. SURS was created in 1941, by an act of the Illinois General Assembly, and is governed by the Illinois Pension Code (40 ILCS 5/15-101 et seq.). SURS provides benefit services to over 250,000 members who work for 61 employers. SURS is responsible for investing assets in a diversified portfolio of U.S. and foreign stocks, bonds, real estate and alternative investments. SURS maintains a defined benefit plan, which on June 30, 2024, had assets valued at approximately $24.3 billion. SURS also administers two defined contribution plans, the Retirement Savings Plan, which on June 30, 2024, had assets of approximately $4.5 billion and the Deferred Compensation Plan, which had assets of approximately $67.4 million. Northern Trust serves as SURS’ master trustee custodian.

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  The Executive Director currently acts as the Executive Director and Chief Benefits Officer (CBO). If the CBO position is filled, this position will report directly to the CBO.