Member Services Director - GEN I (ERB#3228)
: Job Details :

$39.35 - $62.96 Hourly$81,843 - $130,948 AnnuallyThis position is a Pay Band 90Posting DetailsTHIS POSTING WILL BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME. APPLICANT LISTS MAY BE SCREENED MORE THAN ONCE Why does the job exist?This position has direct oversight of the following units: Call Center, Benefits, Payroll, Refunds, Data Cleanse and the ERB Albuquerque Office. Directly supervises six (6) FTE which includes evaluating employee performance and providing feedback, employee development and addressing performance issues and progressive discipline, if needed. Position indirectly supervises twenty-nine (29) positions in the Member Services Department. Manages workflow of each unit and provides on-going training to staff. How does it get done?The Member Services Director is responsible for supervising four (4) managers and supervisors, two (2) support staff and twenty-nine (29) staff indirectly. This position manages the direct the day-to-day operations as it relates to the Member Services Department which includes complete oversight of five units: Call Center, Benefits, Payroll, Refunds, Data Cleanse and the ERB Albuquerque Office. Who are the customers?Members of the New Mexico Educational Retirement Board. Ideal CandidateThe ideal candidate will have: - Strategic Leadership - Ability to define, implement and guide customer service strategies aligned with organizational State Statues and ERB Board Rules. Ability to inspire, motivate, and guide a customer service team to achieve service excellence. - Customer Advocacy - Strong focus on understanding and championing member needs to ensure member understanding and satisfaction.- Operational Oversight - Expertise in managing workflows in a high-volume customer service environment, establish departmental and individual performance metrics, development and implementation of customer service policies and agency goals. - Strategic Thinking - Experience analyzing and interpreting written material, including State Statues and ERB Board Rules. - Detail Orientated Execution - Able to complete assignments with attention to detail and high degree of accuracy in a high-volume office setting. Ability to establish priorities and manage multiple responsibilities to meet deadlines.- Communications - Strong verbal and written communications skills to effectively interact with the agency Board, Management, Staff, Members, and external shareholders. -Project Management ¿ Ability to guide a multi-year software conversion project through planning and implementation with minimal disruption to existing operations throughout the life cycle of the project.- Independent Leadership - Able to work independently with minimal guidance and as part of a team. Minimum QualificationA Master's Degree in any field of study from an accredited college or university and eight (8) years of professional level experience with a strategic impact directly related to the purpose of the positiondefined by the agency at the time of recruitment. Any combination of education from an accredited college or university and/or direct experience in this occupation totaling fourteen (14) years maysubstitute for the required education and experience. A hiring agency will designate a portion of the required experience to include management and/or specialized experience. Any required licensure, certification or registration shall be defined at the time of recruitment and will be in addition to the above requirements. Employment RequirementsPre-employment background investigation is required and is conditional pending results. Working ConditionsWork is performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage. Some sitting, standing, bending and reaching may be required. Supplemental InformationBenefits:Do you know what Total Compensation is? Click here Agency Contact Information: Melinda Garcia. Email For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.Bargaining Unit PositionThis position is not covered by a collective bargaining agreement.