Head of Member Services Center Operations

State-Teachers-Retirement-System-of-Ohi; Columbus (OH); On-site; USD 144,000 - 160,000; Full time

Benefits offered by this job

On-site parking

Educational assistance

Subsidized medical insurance

Fully paid dental and life insurance

Vacation and sick leave

Retirement benefits

On-site fitness center

Job summary

STRS Ohio is seeking an Assistant Director, Member Services Center to lead the Member Services Center and ensure accurate, timely, and courteous service to STRS Ohio members through telephone, written, and digital channels.

You will develop staffing, manage performance, and collaborate cross-functionally to improve access to services while maintaining compliance with laws, codes, and STRS Ohio policies. On-site work schedule is 8:00am-5:00pm, Monday through Friday.

Qualifications

• Bachelor's degree in business, public administration, communications or a related field required; in lieu of degree, an equivalent combination of education, professional experience and demonstrated leadership may be considered.
• Seven or more years of progressively responsible experience in contact center operations, member services, customer service, benefits administration or a related field required, including management experience.
• Ability to develop and execute strategic initiatives aligned with organizational goals and service delivery objectives.

Responsibilities

• Lead and manage the Member Services Center management team, providing strategic direction and service standards for all channels.
• Develop and sustain a high-performing workforce, overseeing staffing, onboarding, performance management and leadership continuity.
• Collaborate across the organization to improve access to services, identify trends and drive continuous improvement.
• Ensure information is accurate, compliant with laws and policies, and protect identity and privacy.

Skills

Leadership

Team development

Customer service

Strategic planning

Analytics

Communication

Budget management

Staff scheduling

Regulatory knowledge

Identity verification

Education

Bachelor's degree in business, public administration, communications or related field

Tools

Microsoft Office

CRM software

Workforce management tools

Job description

STRS Ohio is seeking an Assistant Director, Member Services Center to lead the Member Services Center and ensure accurate, timely, and courteous service to STRS Ohio members through telephone, written, and digital channels.

You will develop staffing, manage performance, and collaborate cross-functionally to improve access to services while maintaining compliance with laws, codes, and STRS Ohio policies. On-site work schedule is 8:00am-5:00pm, Monday through Friday.