What are the responsibilities and job description for the MEMBER EXPERIENCE MANAGER - SHARED SERVICES - CUSTOMER SERVICE MANAGER 2 - RASC position at University of California - Office of the President?
Apply for Job Job ID 74824
Location Oakland
Full / Part Time Full Time
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Job Posting
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UC OFFICE OF THE PRESIDENT
At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer Prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good.
The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, six academic medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President
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
15% Compliance Management
15% Performance Evaluation
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
Preferred Qualifications
Prefer working knowledge of retirement and / or pension programs
Exemplary verbal, written and change communication skills and presentation skills; able to formulate a clear point of view
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 5th, 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 : For the University of California's Anti-Discrimination Policy, please visit :
The University of California, Office of the President, strives to make this job board accessible to any and all users. If you have comments regarding the accessibility of our website or need assistance completing the application process, please contact us at : Accessibility or email the Human Resource Department at : epost@ucop.edu.
Salary : $175,000 - $200,000
