Location: OaklandFull Time
Job ID: 48062
Job Posting
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UC OFFICE OF THE PRESIDENT
At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good.
The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, six academic medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President
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
Under the guidance of the Member Correspondence Manager II, the Manager of Retirement Counseling; works closely with department leadership to: 1) fulfill divisional strategic objectives to move the organization forward, 2) develop and utilize performance metrics to meet and exceed member needs and expectations, while delivering a positive experience and, 3) build a culture of high performance through coaching that fosters staff engagement, development, and accountability.
The Manager of Retirement Counseling, is a forward thinking, strategic leader who produces results through effective team building, continually improving processes, and managing priorities in a fast-paced, customer-centric environment.
The Manager of Retirement Counseling, implements and drives the RASC mandate to educate the UC community on UCRP's benefit structure, Plan design, policies and procedures. Through outreach with constituent groups and stakeholders, the manger will assess needs and work to fulfill knowledge gaps by coordinating and conducting benefit planning sessions for both groups and individuals across the UC system. Effectively monitors team and individual performance and develops consistent performance and accountability measures. The manager will be responsible for oversight of the Retirement Counseling team and functions associated with proactive member outreach and education.
The Manager of Retirement Counseling, utilizes their benefit administration expertise to develop and implement the Retirement Counseling operational protocols, guidelines, schedules, as well as facilitate and coordinate counseling for individual and group sessions through a variety of media including video conferencing, phone, and in-person meetings, at locations throughout the UC system.
The Manager of Retirement Counseling, will institute performance management protocols to assess staff's capacity to prepare and deliver educational workshops, and individual planning sessions that will serve to educate and train members, Benefit Specialists, Health Care Facilitators, RASC staff, and constituent groups and stakeholders.
The Manager of Retirement Counseling will, 1) ensure consistent training, coaching and development of staff who will effectively educate and council members on financial awareness and retirement readiness, 2) work within the Plan design to instruct, educate, and empower members to make informed decisions on their future retirement benefits, 3)communicate effectively to address sensitive and complex issues, 4)resolve situations professionally, confidentially, and within a specified time frame, and, 5) ensure a consistent and exemplary service delivery during each and every interaction.
The Manager of Retirement Counseling ensures that staff comply with federal and state guidelines and polices set forth by the University of California. Please note this is a hybrid position.
Key Responsibilities
Operational Excellence

• Collaborates with leadership and staff to build a culture of delivering exemplary service to internal and external clients and to support strategies focused on operational excellence and process and/or workflow improvements.
• Works closely with RASC leadership to ensure that department goals, performance targets and budget compliance goals are met.
• Always considers the perspective of the customer and anticipates customer needs when interacting in person, verbally or in writing.
• Resolves and responds to complex and sensitive issues.
• Recommends improvements for leveraging technology when appropriate.
• Partners with constituent groups, stakeholders, and Plan participants to enhance service delivery.

Analytical Excellence

• Stays current on legislative and political environment that may impact the UCRP benefit structure or member benefits.
• Monitors, evaluates, and compiles individual and team reports on program effectiveness.
• Conducts quality assurance, point-of-service surveys, and other mechanisms (i.e., reporting scorecards, dashboards) to determine customer satisfaction levels and pursue improvements when needed.
• Develops mechanisms for continuous improvement and future planning.

Training and Development

• Develops curriculum for training and educational sessions.
• Provides the appropriate training resources to further staff development and certification, and assesses on-the-job performance.
• Facilitates staff learning across lines of business that include retirement, health and welfare and benefits administration.
• Facilitates performance management functions, including but not limited to attending pre-hire group interview sessions, onboarding and mentoring new staff.

Customer Service Excellence

• Serves as a "change agent, champion or initial adopter" who embraces change and encourages colleagues and staff to support pending or newly-implemented change initiatives.
• Supports leadership in developing contingency plans to ensure adequate staff coverage during peak retirement seasons.
• Establishes relationships and builds rapport with internal stakeholders and partners.
• Creates effective communication channels for staff and member feedback.
• Engages constituent and stakeholder groups consistently to gain support and to promote the benefits of the program.

Key Relationships

• Member Correspondence Manager
• RASC Leadership
• Executive Director of RASC
• Chief Human Resource Officers and Campus designators
• Location stakeholders and partners
• Active members, inactive, retired, and former University of California faculty and staff
  Qualifications and/or Technical Experience (job specific)
  
  • Must have minimum of 7 years of leadership experience to include building dynamic high performing teams.
  • Must have minimum 10 years of customer service experience.
  • Must possess Financial or Retirement Planning Certification with current credentials.
  • Must have advanced skills and experience working with Defined Benefit and Defined Contribution plans.
  • 7 years of proven experience providing personalized consultation, financial service support and advise
  • Must exercise a high degree of discretion, diplomacy, confidentiality, and initiative while taking independent action.
  • Strong organizational, prioritization, and time-management skills required.
  • Demonstrated knowledge of customer service best practices; able to quickly learn new software; proficient in Microsoft Suite, Outlook and Zoom.
  • Maintains professional and technical knowledge; attending educational workshops and/or societies; reviewing professional publications; and establishing personal networks.
  • Excellent problem-solving, critical thinking, and decision making skills.
  • Ability to influence and advise people at all levels.
  • Must have an innovative, positive, self-directed attitude; develop solutions to problems or methodology for improved deliverables. Able to exceed expectations in delivering excellent service to both internal and external customers.
  • Willingness to take own initiative and work independently on assigned tasks.
  • Exemplary verbal, written, change communication and presentation skills; able to work in a highly collaborative manner, and formulate and articulate a clear point of view.
  • Able to work with strong personalities and different work styles while remaining calm, tactful, courteous and respectful under pressure.
  • Advanced knowledge of pertinent federal and state regulations and filing and compliance requirements along with retirement, health and welfare, benefits administration, is a plus
  Education
  
  • Must possess a financial planning certification; Personal Financial Planner, Certified Retirement Counselor, Certified Financial Planner, or Chartered Financial Analyst.
  • Must possess a Bachelor's degree in Finance/Accounting, Business Administration, Human Resources or Operations Management, equivalent work experience. MBA a plus.
  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: MANAGER OF RETIREMENT COUNSELING
  Payroll Title: BENEFITS MGR 1
  Job Code: 000614
  Salary Grade: 25
  PayScale/ budgeted salary range: $128,000 to $162,000 Salary offers are determined based on final candidate qualifications and experience.
  Full Salary Range: $101,300 to $192,300
  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 February 8, 2023. 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
  The University of California, Office of the President, strives to make this job board accessible to any and all users. If you have comments regarding the accessibility of our website or need assistance completing the application process, please contact us at: Accessibility or email the Human Resource Department at: epost@ucop.edu.
  To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucop/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=19&JobOpeningId=48062&PostingSeq=1
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