"MEMBER EXPERIENCE MANAGER, SURVIVOR AND DISABILITY - CUSTOMER SERVICE MANAGER 2 - RASC"

POSITION SUMMARY

The Survivor and Disability 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. Functions under the leadership of the Survivor and Disability Manager include managing the processing of all survivor, beneficiary, and contingent annuitant, and disability applications and ensuring they receive subject matter expertise, highly responsible service and follow-up when seeking assistance on topics related to benefits processing.

The Survivor and Disability 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 Survivor and Disability Manager personifies exemplary visionary leadership skills and is highly capable of directing large-scale departmental and organizational change management initiatives. The Survivor and Disability 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.

The role works collaboratively with the RASC leadership to improve service and survivor engagement and ensure survivor benefits are processed in a prompt, efficient and professional manner. Please note this is a Hybrid position with three days a week on-site in Oakland, CA.

Responsibilities

40% Strategic Leadership: Provides leadership to employees including, 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 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 retirement benefit 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. Creates and maintains succession planning for all levels of department positions; attracts and retains quality talent.

30% Operations Management: Establishes and builds 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 clients' 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. 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. 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.

30% 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 customer needs and improve service. 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.

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

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. 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 unit. Develops, implements and maintains effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance

Preferred Qualifications

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

Working knowledge of Lean Six Sigma methodology

Education

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

Salary

The recommended hiring range is $175,000 - $205,000, commensurate with experience.

Benefits

For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging

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 September 26, 2025. The position will be open until filled.