Operations Manager
🔍 Georgia - Fulton - Atlanta
JOB SUMMARY
Under general supervision of the operations director, the incumbent is responsible for supervision of the day-to-day operations of the Refund and Service Section. Incumbent will provide quality control review of the work of the coordinator, review and prepare reports for data submitted by the coordinator for monthly evaluations. These duties include assuring the operational aspects of the Refund and Service Section is conducted in an effective manner through implementing work plans and procedures, monitoring weekly, monthly and semi-monthly payrolls, workflow items, and weekly productivity reports. They must assist with implementing improvement of processing the GSEPS transfers and GSEPS payrolls. Delegate work to one coordinator based on current resources, workflow, and workload distribution. Incumbents will review correspondence and follow-up on all requests regarding escalated member’s refunds and service credit payments to help resolve problems for complex situations. Identifies training needs of existing and new staff members and provides coaching for coordinator in dealing with employee needs, behavior, and/or work performance.
MINIMUM QUALIFICATIONS & EDUCATION
• Bachelor’s degree from four-year accredited college.
• Five years’ experience working in a supervisory role or team leader role.
• 7 years’ experience in related fields; auditing, claims adjusting, eligibility determination or reviewing and analyzing requests for determination of retirement benefits or other related benefits.
• Advanced skills using Microsoft Office Suites
PREFERRED ADDITIONAL QUALIFICATIONS
• Intermediate knowledge of clerical accounting methods, procedures, and terminology.
ESSENTIAL DUTIES & RESPONSIBILITIES
Responsible for maintaining the daily operations of subunit of the Member Services Division.
Coordinate with other divisions or outside agencies when needed to service member accounts.
Analyzes staff productivity reports; review weekly and monthly accuracy reports.
Organizes and plans work of personnel to meet departmental objectives; monitors workflow.
Research and resolve complex member issues.
Identify training needs for staff members.
Conduct monthly meetings to notify staff of new and revised policies and procedure in a timely manner.
Ensure staff has clear understanding to changes so workflow and work effectiveness are implemented timely.
Provide yearly evaluations and monthly statics to the staff.
Keep director informed regarding dissatisfied customers and other sensitive issues.
Monitor staff attendance and approve leave appropriately to ensure staff levels are sufficient and deadlines are met .
Provide coaching to coordinators and specialists as needed.
Process personnel timesheets.
Ability to manage high volume of work during peak season.
Ability to work overtime.
Assist with duties in absent of director.
Other duties assigned
Additional Information
EARN MORE THAN A SALARY! In addition to a competitive salary, TRS offers a generous benefits package, which includes a pension plan;401(k) with matching contribution; 12 paid holidays annually; vacation and sick leave; health, dental, vision, legal, disability, accidental death and dismemberment, health and child care spending accounts.
Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered, but may not necessarily receive an interview. Selected applicants will be contacted by the hiring agency for the next steps in the selection process. Applicants who are not selected will not receive a notification.
This position is subject to close at any time once a satisfactory applicant pool has been identified.
Candidates for this position are subject to a reference and a background check.
The Teachers Retirement System is an Equal Opportunity Employer