Member Services Manager

Summary of Job Responsibilities

The Member Services Manager is responsible for the daily operations of a team in the Member Services Division to ensure high quality service delivery and member satisfaction. This role provides direction, coaching, and performance management to ensure divisional goals, strategic objectives, and service standards are consistently met. The Member Services Manager handles escalated and complex member issues, works collaboratively with cross-functional teams to resolve service concerns, and ensures operational standards align with divisional policy. This position plays a critical role in process improvement, identifying service trends, and implementing best practices to enhance the member experience.

***This position will be based in the Westminster office with the initial training period in either our Denver or Westminster offices, depending on business need.

Essential Duties and Responsibilities
Employees are held accountable for all duties of the job. Individuals must be able to perform these duties with or without reasonable accommodations.

• Leads and supervises a team responsible for administering PERA’s retirement, disability, and survivor benefit programs

• Collaborates with other managers in the daily operations of the Member Services Division

• Ensures that staff have the resources and tools needed to effectively perform their job duties, research issues, and provide timely and accurate information and solutions

• Sets and communicates standards and expectations that are specific and measurable for productivity goals and employee development; prepares and conducts performance reviews and corrective action when necessary

• Evaluates service quality; meets regularly with staff to provide coaching and feedback

• Analyzes service data to drive management decisions and make recommendations for process efficiency

• Partners with Human Resources in the interviewing, hiring, and training of team members

• Investigates escalated issues from PERA members and benefit recipients; researches, analyzes, and resolves complex issues applying discretion and judgment in areas governed by Federal or State statute, or PERA Rules; works with other internal divisions to seek resolution

• Provides oversight for specified area(s) of administration including developing and maintaining policies and procedures

• Partners with internal divisions and/or outside vendors in managing operational systems, processes, forms and/or publications

• Identifies process improvement opportunities and presents recommendations and business-case justifications for modification or change as needed to add value to the organization and the membership

• Communicates with senior management regarding operational issues, concerns, and status of work projects and assignments; seeks and implements feedback

• Supports organizational change by implementing strategic direction and communicating vision to staff

• Actively seeks out and participates in training and educational opportunities for ongoing professional development

• Maintains regular and prompt attendance in the workplace

• Carries out other duties as assigned

Job Qualifications

• Bachelor’s degree in business, finance, public administration, or equivalent; combination of relevant education and progressively responsible experience in benefits administration or financial services

• Prior management experience leading a successful team strongly preferred

• Demonstrated leadership and management capabilities

• Experience applying ethical decision-making, discretion, and sound judgment

• Effective verbal and written communication, interpersonal, and professional collaboration skills

• Problem solving skills and an ability to adapt and deal effectively with ambiguous and/or challenging situations

• Ability to prioritize and organize work with minimal supervision, and act with an appropriate sense of urgency

• Knowledge of information systems, databases, and personal computer applications

• Ability to comprehend and readily communicate complex information

• Strong attention to detail and proficiency in mathematical analysis

• Ability to travel as necessary for business purposes

Working Conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Standard office environment with frequent telephone communication, computer operation, and other office productivity machinery, such as a copy and printer machine.

• Occasional moving and positioning supplies in excess of 20 pounds

• All employees are expected to present themselves in a professional manner in alignment with the financial services industry

• Ability to sit for prolonged periods of time

• Ability to operate standard PC equipment

• Ability to handle stress associated with frequent deadline and tight schedules

Hybrid Work Option

• Opportunity to work from home up to two days per week. Eligibility dependent upon factors detailed in PERA's Work from Home Policy.