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University of California Office of the President · 4 months ago

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

Oakland, CA

Full-time

Hybrid

Senior Level, Lead/Staff

$175K/yr - $205K/yr

10+ years exp

The University of California Office of the President is a leading institution dedicated to excellence in teaching, research, and public service. They are seeking a Shared Services Manager to support RASC leadership in driving operational excellence and member satisfaction while managing day-to-day operations and strategic initiatives.

EducationHigher EducationProfessional Services

Responsibilities

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

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

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

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

Qualification

Operations ManagementLean Six SigmaStrategic PlanningCustomer RelationsPerformance ManagementChange ManagementAnalytical SkillsCommunication SkillsProject ManagementOrganizational Skills

Required

Must have strong operations management and customer relations background with at least 10 years of experience

Proven experience in a managerial role within a shared services environment

Proven experience with Lean Six Sigma methodology and implementations

Must possess 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 deliver 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

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 Member Satisfaction measurement programs fostering continuous improvement and performance that exceeds Service Level Agreement (SLA)

Proven experience managing metrics and reporting statistical performance levels related to operations

Preferred

Working knowledge of pertinent federal and state regulations, filing and compliance requirements, both adopted and pending, affecting retiree benefits programs, including the ACA, ERISA, COBRA, FMLA, ADA, Section 125, workers' compensation, Medicare, OBRA, and Social Security and DOL requirements

Bachelor's degree in Business Management or related field or equivalent combination of education, training, and experience

Company

University of California Office of the President

Glassdoor3.8

The Office of the President is the system wide headquarters of the University of California, managing its fiscal and business operations, and supporting the academic and research missions across its campuses, labs and medical centers.

Oakland, California, USA

1001-5000 employees