Position is located in Lansing, MI 48917
This position is responsible for establishing, developing and managing the administrative support and customer service strategies for MERS customers through the oversight of the Customer Support team in the Office of Customer Service. The Customer Support Director is responsible for providing leadership and direction to daily customer support operations for service and administration of benefits for active, deferred and retired participants of the MERS system (100,000+ participants). This position is responsible for management and measurement of the Customer Support team, with direct supervision of these customer support areas: Benefits Disbursements, Business Analysis, Payment Support, Document Intake and Process Analysis.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
• Responsible for daily customer support operations for service and administration of benefits for active, deferred and retired participants of the system.
• Supervision, coaching and development of the customer support teams.
• Provide input into the technology strategy for managing participant data for purposes of benefit administration as well as providing MERS employees and customers timely, accurate access to information.
• Coordinate with internal departments/external vendors to identify and achieve desired levels of service for the employers and participants of the system.
• Support development and implementation of new products and services as it relates to participants of the system.
• Participation in and/or leadership of projects (Office and/or Organizational Business Plan Projects).
• Develop and maintain knowledge management data with team managers for staff use in performing duties as well as for staff training.
• Represent the Office of Customer Service and the Customer Support Department at interdepartmental meetings, workgroups and planning committees
Leadership and Supervision
• Select staff, approves leave requests, assign work priorities and responsibilities, conduct performance reviews, establish goals, develop salary recommendations, issue disciplinary action when necessary, and help to train and develop the skills of employees.
• Provide leadership, guidance, training and supervision.
• Work with managers to ensure appropriate level of involvement in projects.
• Lead frequent discussions with various teams utilizing a high level of communication skills such as consensus building, negotiation, persuasion and decision making.
• Develop and maintain relationships with key areas of the business
• Develop and acquire knowledge related to current industry issues and developments—including customer service, legal compliance and benefits administration.
• Attend industry-related conferences and seminars.
Major duties and responsibilities are listed above. This list indicates the kinds of work the person does, but in no way limits or modifies a supervisor’s right to change jobs or assign additional or different work to employees.
EDUCATION and/or EXPERIENCE
• Bachelor’s degree in Business, Human Resources or related field required; Advanced degree preferred
• Minimum of five years of experience in a management role with direct oversight of operational functions and/or customer service in a financial industry
• Prior experience in retirement benefits administration
• Or an equivalent combination of education and experience
• Strategic mindset with success in building efficient strategies in service and benefits administration
• Ability to review and analyze highly complex, legal compliance and stressful matters and develop recommendation and next steps in a clear, concise way
• Ability to adapt to a very dynamic and changing environment—comfortable with change
• A strong relationship building background
• Knowledge and skills related to client business needs, financial principles, business acumen and solutions
• Significant and effective interpersonal communication skills, business skills, customer-service and problem-solving skills are mandatory for this position, as well as leadership skills.
• Entrepreneurial traits such as confidence, an inquisitive nature, resiliency, tenacity, high energy, self-reliance, independent thinking, a sense of urgency, persistence, drive, determination and professionalism
• High personal standards and personal integrity
• Highly developed listening skills
• Excellent skills in the area of time management, organization and professional presentations
• Business computer literate
• Ability to proactively work independently and in teams
The physical demands described here are representative of those that must be met by an employee to perform successfully the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Location: The majority of the work of this position will be performed on site at MERS main office.
• Weather: While performing the duties of this job, the employee is not exposed to weather conditions.
• Noise: The noise level in the work environment is usually moderate.