CLIENT RELATIONSHIP MANAGER - RETIREMENT ADMINISTRATION SERVICE CENTER (RASC)
Location: Oakland Job ID: 14980
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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 Client Relationship Manager is accountable for supporting RASC leadership in building a culture of high performance in customer service to both internal and external clients. The Client Relationship Manager is a strategic, forward-thinking leader with exemplary operations management experience.
The Client Relationship Manager works closely with leaders across RASC business areas, to include 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 key areas such as compliance, internal and external training, performance metrics and reporting, communications and outreach. He/she also develops strategies to mitigate any potential risks or challenges that may adversely impact the RASC, members and stakeholders.
The Client Relationship Manager directs a strong team who is focused on quality and continuous improvement. The Manager designs, deploys and manages processes, policies and systems that maximize service efficiencies. The Client Relationship Manager personifies excellent leadership and communication skills and is highly capable of directing large-scale change management initiatives and special projects.
Serves as a key influencer in cultivating and inspiring a culture that is aligned with company values in delivering a positive experience for internal and external clients
Conceptualizes and executes Client Relationship and Continuous Improvement (CRCI) strategic direction in alignment of the overall goals of the organization; develops goals to ensure performance to achieve deliverables
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
Creates and maintains succession planning for all levels of department positions; attracts and retains talent
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 improvements
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 and implementations to include technology, which supports the RASC, and its' functionality and performance
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
Stays abreast of emerging trends, competitive threats and internal business process improvements; shares that knowledge with leadership and staff through briefings, meetings and other communication forums
Performance Evaluation and Compliance Management
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, net promoter score 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.
Must have strong operations management and customer relations background with at least 10 years of experience in strategically managing client relationships
Must have working knowledge of retirement and/or pension programs, shared service operations, business process improvements and Enterprise technology systems.
Must possesses 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 delivers 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
Experienced in leading succession planning in alignment with division plans
Exemplary verbal, written and change communication skills and presentation skills; able to formulate a clear point of view
Develops, implements and maintains effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to operations
Bachelor's degree in Business Management, Administration, Public Relations or related field or equivalent combination of education, training, and experience
SALARY AND BENEFITS
Salary: The recommended hiring range is $133,500.00 to $180,294.00. 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 February 24, 2021. The position will be open until filled.
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
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. EEO/AA Employer UC Nondiscrimination Policy
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About University of California Office of the President
The Office of the President is the systemwide 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.