Assistant Director, Member Services Center

STRS Ohio, STRS

STRS Ohio is seeking an Assistant Director, Member Services Center to join the Member Benefits/Member Services Center team.

Compensation:

$144,423 - $160,000

Work Schedule:

8:00am-5:00pm Monday through Friday (Onsite)

General Summary:

Under the direction of the director, Member Services, lead the Member Services Center division and ensure accurate, timely and courteous service to State Teachers Retirement System of Ohio (STRS Ohio) members and benefit recipients through telephone, written and digital channels. Provide strategic leadership and operational oversight to meet service standards, productivity goals, member experience expectations and regulatory requirements. Direct management staff, oversee workforce and talent activities, resolve complex service issues and collaborate with internal partners to improve service, strengthen operations and support organizational objectives.

Summary of Responsibilities:

• Lead and manage the Member Services Center management team, providing strategic direction, operational oversight, priorities, objectives and service standards for telephone, written, digital and other assigned member service functions to ensure consistent, high-quality experience for members and benefit recipients.

• Develop and sustain a high-performing workforce by communicating expectations, fostering accountability and collaboration, promoting continuous improvement and associate engagement, and overseeing staffing, recruitment, onboarding, performance management, employee development, succession planning and leadership continuity.

• Provide technical and operational leadership for complex benefit questions, member service situations, account access concerns, sensitive member matters, escalated issues and complaints, including assistance to STRS Ohio leadership as needed.

• Collaborate across the organization to improve access to services and information, support integrated member experiences, identify service trends, address performance and knowledge gaps, implement improvements, evaluate results and advance organizational priorities.

• Ensure information provided to members and benefit recipients is accurate, consistent and compliant with applicable laws, Administrative Code rules, STRS Ohio Board rules, plan provisions, policies and procedures; ensure appropriate controls for identity verification, account security, fraud prevention, documentation, escalation and coordination with internal partners.

• Monitor contact volumes, service levels, productivity, member experience measures, operational trends, performance data, member feedback and emerging issues to support strategic decision-making, staffing and scheduling alignment, resource planning, continuous improvement and achievement of departmental objectives, while leveraging workforce management resources and collaborating with appropriate leadership to align staffing, schedules, workloads and service delivery with anticipated and real-time demand.

• Ensure effective use of service channels, business processes, technologies and specialized service functions to support efficient, effective and consistent service delivery.

• Lead or sponsor process improvements, technology implementations, organizational change initiatives and strategic planning efforts that improve operational effectiveness, service quality, efficiency, member satisfaction and alignment with legislative, regulatory, departmental and organizational goals.

• Develop, administer and monitor assigned budgets and ensure responsible stewardship of departmental resources.

• Perform other duties and special projects as assigned.

The above list of duties is intended to describe the general nature and level of work performed by persons assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the persons so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct and control the work of associates under supervision.

Summary of Qualifications:

• Bachelor's degree in business, public administration, communications or a related field required; in lieu of degree, an equivalent combination of education, professional experience and demonstrated leadership may be considered.

• Seven or more years of progressively responsible experience in contact center operations, member services, customer service, benefits administration or a related field required, including management experience.

• Demonstrated ability to lead, develop and motivate high-performing teams while fostering accountability, collaboration, continuous improvement, associate engagement and organizational effectiveness required.

• Ability to understand, accurately explain and apply provisions contained in Chapter 3307 of the Ohio Revised Code, applicable Administrative Code rules, STRS Ohio Board rules, Defined Contribution Plan provisions, administrative policies and procedures.

• Ability to develop and execute strategic initiatives aligned with organizational goals, member needs and service delivery objectives while leading organizational changes, technology adoption, business process improvements and contact center operations.

• Demonstrated ability to use workforce, quality, operational and performance analytics to evaluate complex issues, manage resources, support staffing and service level objectives, solve problems and drive continuous improvement in member outcomes.

• Knowledge of identity verification, account security, fraud prevention and escalation practices applicable to member service operations preferred.

• Ability to communicate complex operational, member service and benefit information effectively through reports, presentations, written communications and individual interactions while influencing outcomes, building partnerships and exercising sound judgment in support of organizational objectives.

• Ability to work with and preserve confidential information required.

• Superior oral and written communication skills required.

• Interpersonal skills necessary to deal effectively and courteously with internal and external contacts required.

• Ability to work independently and in a team environment while meeting deadlines with minimal direct supervision required.

• Proficiency using Microsoft Office applications and contact center, workforce management, customer relationship management, reporting and collaboration technologies necessary to lead operations, support service delivery objectives and make data-informed decisions.

• Excellent work record of attendance and punctuality and the ability to maintain a flexible schedule to meet business needs. Occasional evening, weekend and non-regular work hours may be required.