Description

Job Summary

The overall purpose of this position is to provide the leadership, planning, and functional administration supporting the service teams, finances, and processes within the Member Operations unit of MGA. Member Operations performs the processing of applications and payments for new and renewing IEEE members and affiliates, and operates the global programs for Senior Member elevation and Geo-Unit inaugurations supporting IEEE member and volunteer activities. Primary areas of responsibility include the Member Operations staff organization and development, key member/volunteer support processes, vendor contracts, and the financial administration of budgets, forecasts, and invoices. This position shall report to the Director, Member Operations Administration and manage the department using an Operational Excellence business model which stresses planning, process, project management, and team development with an overall emphasis on delivering an exceptional customer experience. The position reports to the Director, Member Operations and manages up to 8 employees.

Key Responsibilities

• Operations - 50%
• Transaction & Facility Oversight: Manage the Member Operations team; monitoring all forms of transaction processing (Renewals, New Joins/Applications, and special requests) while overseeing mail desk and scanning operations to ensure full compliance with established business rules.
• Senior Member Support: Mentors the team supporting the IEEE Senior Member application and administration processes and facilitates application panel review sessions annually throughout global MGA regions.
• Geo-Unit Petition Management: Oversees and manages the global Geo-Unit petition and inauguration process to support the formation and activities of IEEE geographic units.
• Customer Focus: Re-enforces customer-relations at all departmental levels and drives behaviors that produce a customer-focus in everything that is done.
• Process Excellence: Evaluates and promotes opportunities for process and system improvements that deliver an exceptional member and volunteer service experience.
• Standard Setting: Develops plans for operational execution by modeling and acquiring practices that deliver high standards of efficiency and performance.
• Performance Monitoring: Establishes operational measures to ensure that organizational and individual performance goals are monitored and achieved.
• Partnership: Builds strong business partnerships inside and outside of the functional area and manages cross-organizational processes to successful completion.
• Financial Administration: Responsible for financial administration of departmental budgets, forecast/expense reviews, and invoice processing while ensuring accuracy in Money on Account, Balance Due, and Refund processes.
• Vendor Management: Manages departmental outsourced services and builds relationships with suppliers and outsourcing partners to recommend service improvements.
• Crisis Management: Represents MGA Operations on the IEEE crisis management/business continuity team and maintains a Business Impact Analysis (BIA) for unit-wide core processes.
• Project Methodology: Uses standardized project management methodologies and tools to ensure key projects are delivered on-time and within budget.
• Team Management (35%)
• Staff Oversight: Manages up to 8 employees, making organizational practice decisions that demonstrate the value of an empowered, agile, and high-performing workforce.
• Employee Engagement: Focuses on activities targeted to continually improve IEEE Employee Engagement survey results and advance an "Employer of Choice" culture.
• Skill Development: Actively works to seek out and develop the functional and project-oriented skills of each team member through new learning opportunities.
• Contingency Planning: Maintains multi-disciplinary knowledge through contingency/succession planning and designating skill development and cross-training goals.
• Personnel Matters: Administers and oversees personnel matters including hiring, performance management, and salary adjustments.
• Role Accuracy: Maintains the accuracy of departmental job descriptions for the incorporation of required skill sets and tasks.
• Member / Volunteer / External Facing Activities (15%)
• Volunteer Relations: Develops and maintains relationships with volunteers within the MGA areas of responsibility.
• Governance: Understands, interprets, and maintains practices in support of IEEE and MGA governance documents.
• Global Community: Establishes and maintains strong working relationships throughout the global community of customers, members, and business leaders.
• Cultural Leadership: Acts as a role model for professionalism and respect for cultural differences.

Qualifications

Education

• Bachelor's degree or equivalent experience or other related technical degree. Req

Work Experience

• 4-7 years managing business operations in a production environment. Req

Skills and Requirements

• Financial Skills: Proficiency in budget development, forecasting, and analysis.
• Management History: Experience in managing and supporting employees at various levels in customer service, operations, or administration.
• Global Mindset: Must possess the knowledge and dispositional characteristics to operate in multi-cultural situations.
• Technical Savvy: Technologically savvy knowledge worker who is familiar with new technologies, and seeks out effective technology solutions to business challenges.
• Resource Allocation: Ability to prioritize work for self and others and successfully allocate resources (staff expertise, energy, headcount).
• Communication: Excellent written and oral communication skills with very strong attention to detail.
• Project Management: Effective time and project management skills with experience leading process and technology-oriented programs.
• Willingness to work occasionally other than normal business hours as required to support global organization operations.
• Mobility: Some travel possible, both domestically and internationally, which may include some weekends.

Other Requirements:

As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.

PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.

For information on work demands and conditions required for this position, please consult the reference document, ADA Requirements. This position is classified under Category I - Office Positions.