The New York State and Local Retirement System (NYSLRS) has embarked on a multi-year initiative, called the Redesign Project, that will require significant investment to redesign its business processes and legacy systems, replacing them with an integrated, customer focused, information system that facilitates its work.
When the Redesign Project is complete, NYSLRS will possess a modern information system, ready to meet the needs of its customers and stakeholders in a secure, flexible and stable environment.
PLEASE NOTE: Please read this posting in its entirety and follow the specific instructions on applying for this position.
MINIMUM QUALIFICATIONS:
The incumbent must have at least seven (7) years of experience in outreach, training, communications, marketing, customer service or public relations.
This experience must include the following, which may be concurrent:

• One (1) year of supervisory experience.

AND

• Three (3) years of experience providing operational assistance and support, over the phone or in person, regarding program specific processes and procedures.

OR

• Three (3) years of experience in the development or delivery of training regarding detailed policies, procedures or technology.

An Associate's Degree may be substituted for two (2) years of general experience.
A Bachelor's Degree may be substituted for four (4) years of general experience.

• Customer service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary aspect for accomplishing the duties of the position. Qualifying experience could include call center agent, customer service representative, sales representative providing information and service, or telemarketer. Non-qualifying experience includes cashier, fast-food worker, gas station attendant, or security guard.

Under the direction of the Project Assistant (SG-25), Employer Readiness Assistant Manager, the Project Assistant (SG-23), Transition Team Unit Lead, will serve on the Redesign Employer Readiness Team. The team is designed specifically to communicate with, support and ensure adequate knowledge and training for all stakeholders of the new retirement benefits administration system – with a focus on the approximately 18,000 employer contacts NYSLRS interacts with on a regular basis. The Incumbent will be responsible for, but not limited to, helping to lead a unit of Transition Coaches who will prepare employers for new employer reporting and member enrollment functionality through Retirement Online and to guide employers through the certification process; training and certifying employers in the processes to successfully submit transactions in the Enhanced format, and providing assistance and support to employers through their transition as well as after transition is complete. Transition teams will be formed to move groups of employers through the transition process, support phase and ongoing operations, in a managed timeframe.
Under the direction of an Employer Readiness Assistant Manager, the incumbent(s) shall serve as Transition Team Unit Lead, supervising a unit of SG-18 Transition Coaches helping to prepare employers for new employer reporting and member enrollment functionality through Retirement Online; guiding employers through Gold certification, training activities and subsequently successful report submission. Their duties may include, but are not limited to, the supervision, and coordination of the Transition Coaches in the performance of their duties against team transition goals:

• Supervising Transition Coaches as they provide one-on-one coaching to assigned NYSLRS employers for the purposes of achieving Gold Certification, training activities, and subsequently successful report submission;
• Supervising the performance of Gold Certification activities of employers as assigned;
• Supervising team progress in helping assigned employers complete the enhanced file submission process as needed;
• Serving as an escalation point for Transition Coaches as they work one-on-one with employers as assigned, and as needed, to facilitate completion of required activities, including understanding of reporting error resolution, follow up on notifications, and familiarity with Retirement Online Employer pages (e.g. enrollment dashboard, improper withholdings, etc.);
• Facilitating escalated support needs of the Transition Coaches to ensure the team has access to the support needed, including Technical support and/or other subject matter expertise;
• Ensuring that Transition Coaches receive adequate training and knowledge transfer to meet their goals as they are hired or assigned to the team;
• Developing, or reviewing communications and training materials, as needed, to facilitate completion of required certification activities for employers;
• Supporting employers with the goal of creating successful participating NYSLRS Employers;
• Collecting and assessing data to support the monitoring and reporting of transition trends to validate the resource strategy and future staffing needs;
• Measuring status of assigned employers as determined by the Employer Readiness and Transition Team.
• Triaging and escalating of issues requiring the next level of support as needed;
• Serving as an escalation point to perform direct outreach to employers and/or service providers in support of Gold Certification activities through email or phone or in-person;
• Ensuring that information provided to impacted employer security holders to inform them of next steps for certification and/or training is effective and meaningful to the target audience;
• Providing additional assistance to employers regarding registering for certification and training sessions; maintain schedules for Gold Certification and transition as necessary;
• Reviewing support materials for Gold Certification or retraining efforts, as necessary;
• Collecting and assessing data to support the monitoring, tracking and reporting of progress against goals and objectives;
• Ensuring that tracking, logistics, and strategic support is provided to the Transition Coaches and employers for certification activities;
• Promoting a team culture that values first contact resolution for employers.

Desired Competencies

• Demonstrated experience in public speaking.
• Demonstrated experience in supervising staff and work activities.
• Demonstrated ability to prepare, understand and interpret often complex written materials and design and present curricula to diverse audiences.
• Excellent oral, written and interpersonal communications skills with the ability to communicate clearly and effectively.
• Demonstrated ability to work independently, as well as effectively in a team environment.

Experience working successfully on a Project with a deadline driven environment where accuracy and attention to detail is required.