BENEFITS SUPERVISOR - MEMBER RECORDS / DISABILITY (Hybrid)

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UC OFFICE OF THE PRESIDENT

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DEPARTMENT OVERVIEW

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.

POSITION SUMMARY

The Disability and Member Records Supervisor works closely with RASC business leaders to 1) fulfill divisional strategic objectives to move the organization forward;

2) meet and exceed performance standards; and 3) build a culture of high performance in delivering service to internal and external clients.

Please note this is a hybrid position.

The individual in this role is a detailed-oriented, results-driven leader with a proven track record of delivering exemplary customer service in a fast-paced work environment while managing multiple projects with little or minimal guidance.

The Disability and Member Records Supervisor is accountable for supporting their manager along with other unit leaders to ensure inquiries from members, retirees, survivors, beneficiaries and internal constituents are handled efficiently and professionally from start to finish and that all plan data is accurately processed in a timely manner.

The Disability and Member Records Supervisor leads the day-to-day operations of their team to ensure the efficient use of resources, the accurate reporting of data and the effective delivery of benefit services to all internal and external members, customers and key stakeholders.

The Disability and Member Records Supervisor oversees the workflow of their team, working to ensure that quality metrics are reported and that operational efficiencies are streamlined, met and / or improved as needed.

The Disability and Member Records Supervisor is also responsible for training and coaching staff; resolving complex issues;

and serving as a communications conduit between staff and RASC leadership.

The Disability and Member Records Supervisor also works to ensure that staff comply with federal and state guidelines and polices set forth by the University of California.

Responsibilities

Development and Training :

• Provides direct supervision and guidance to staff members in the retirement, health and welfare or benefits administration units.
• Prioritizes work of assigned staff to ensure the timely completion of multiple assignments.
• Assesses training needs and recommends / executes opportunities for improvement; conducts quality assurance reviews to ensure compliance with unit standards.
• Develops and implements strategies to motivate staff and gain optimum performance to achieve service level and performance goals;

creates effective communication channels for agent feedback; may conduct workshops and guide revisions / updates on materials.

Coaches, trains, and leads team members to actively listen to clients' needs and offers relevant solutions and support.

Operational Excellence :

• Inspires a culture that upholds the company mission to deliver exemplary service to internal and external clients and support strategies focused on operational excellence and process and / or workflow improvements.
• Works closely with Manager (and other RASC leaders) to ensure that department goals, performance targets and budget compliance are met.
• Partners with Manager to formulate measurable unit goals and expectations using key performance metrics.
• Supports Manager in recommending and implementing solutions to improve operational controls and mitigate risks; acts as an advisor to units / sections to meet schedules and resolve escalated issues.
• Recommends changes to department policies and procedures as needed to enhance effectiveness of functional area and interaction with other units.
• Responds to highly complex oral and / or written inquiries and requests from customers (i.e., retirees, faculty, employees, local benefits offices, and other internal and external organizations.)
• Leads and implements change initiatives in support of Human Resources, Retirement Programs and Services and RASC's strategic goals.
• Participates on cross-functional committees to facilitate information exchange and address operational issues.
• Establishes and builds rapport with members and colleagues within and outside of RASC.
• Leads resource planning with the unit (i.e., developing back-up plans) to maximize the ongoing productivity of staff and technology and ensure operations run efficiently with adequate coverage during critical time periods and holidays.

Customer Service and Compliance :

Supports Manager in administering all performance management functions, including but not limited to employee recruitment (i.

e., pre-hire screening, interviews and selection, new-hire orientation, onboarding), mid-year and annual performance reviews, coaching, mentoring, training and development, disciplinary action and succession planning.

• Periodically reviews and updates organization and department policies and procedures that impact staff, in collaboration with their Manager.
• Ensures compliance of internal and external business policies, procedures and processes.
• Provides input on other retirement, benefits, and human resources-related issues.
• Audits departmental practices to ensure consistent implementation of best administrative practices.
• Conducts quality assurance surveys and other mechanisms (i.e., reporting scorecards, dashboards, etc.) to identify customer satisfaction levels and seeks improvement as needed.
• Evaluates and analyses data and trends to improve client service experience and ensures quality results.

Required Qualifications

• Knowledge of specific benefits area (i.e., retirement, health & welfare, benefits administration) with general knowledge of other areas of employee benefits and associated programs a plus.
• Experience in managing metrics ensuring customer satisfaction and reporting statistical performance levels related to operations.
• Knowledge of pertinent federal and state regulations and filing and compliance requirements (both adopted and pending) that affect retiree benefits programs, including ACA, ERISA, COBRA, FMLA, ADA, Section 125, workers' compensation, Medicare, OBRA, and Social Security and DOL requirements a plus.
• Exemplary verbal, written and change communications and presentation skills; able to work in a highly collaborative manner and formulate a clear point of view.
• Able to work with strong personalities and different work styles while remaining calm, tactful, courteous and respectful under pressure.
• Able to troubleshoot and resolve complex, emerging issues and meet critical deadlines.
• Experienced in overseeing all aspects of the performance management process, including staff evaluations and succession planning.
• Able to partner effectively across all levels of the RASC organization and develop positive working relationships.
• Demonstrated knowledge of operational procedures
• Proficient using productivity software, such as Microsoft Excel
• Proficient analytical and problem-solving skills
• Capable of resolving escalated issues arising from operations and coordination with other departments.
• Minimum 3 years of Supervisor experience
• Demonstrated knowledge of disability adjudication process
• Demonstrated knowledge of records management and reconciliation

Preferred Qualifications

• Ability to quickly learn the pension administration system
• Ability to quickly learn the University of California Retirement Plan and Regulations

Education

Must possess a bachelor's degree in Business Administration, Human Resources, Operations Management, Marketing, Public Health and minimum of three years relevant work experience and / or equivalent work experience.

SALARY AND BENEFITS

The University of California, Office of the President, is required to provide a reasonable estimate of the compensation range for this role.

This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs It is not typical for an individual to be offered a salary at or near the top of the salary grade for a position.

The full salary range shows the growth potential for this position,

Job Title : BENEFITS SUPERVISOR - MEMBER RECORDS / DISABILITY

Payroll Title : BENEFITS SUPV 2

Job Code : 007723

Salary Grade : 23

PayScale / budgeted salary range : $100,000 to $112,000. Salary offers are determined based on final candidate qualifications and experience.

Full Salary Range : $82,400 to $151,400

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

ADDITIONAL INFORMATION

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 January 02, 2024. The position will be open until filled.

CONDITIONS OF EMPLOYMENT

Background Check Process : Successful completion of a background check is required for this critical position. Background check process at UCOP

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

August 2021 Update : The University of California has issued a policy requiring employees to be fully vaccinated against COVID -19 before physically accessing the University location or programs.

Upon hire into a UCOP position, you will be provided detailed instructions on how to comply with this policy including access to the COVID vaccination at no cost.

New hires to UCOP who work onsite or will come onsite for any activities at a UCOP or other UC location must comply with this policy within 8 weeks after their start date.

The policy allows for employees to request approval for an exception or deferral. UC COVID-19 Vaccine Policy

EEO STATEMENT

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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