Operations Manager
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 ensuring the operational aspects of the Refund and Service Section are 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.
ADDITIONAL ELIGIBILITY & QUALIFICATIONS (CERTIFICATES, SPECIAL EQUIPMENT)
None
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.
Analyze 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 procedures in a timely manner.
Ensure staff have clear understanding of changes so workflow and work effectiveness are implemented timely.
Provide yearly evaluations and monthly statistics for the staff.
Keep director informed regarding dissatisfied customers and other sensitive issues.
Monitor staff attendance and approve leave requests appropriately to ensure staff levels are sufficient and deadlines are met.
Provide coaching for 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 as assigned.
SPECIALIZED DUTIES AND RESPONSIBILITIES
Ensure that the Refund and Service section is processing the weekly, semi-monthly and monthly payrolls in an effective manner through working with IT by implementing new work plans and procedures as needed.
Monitor and assign the work items to coordinator and retirement specialist from workflow and workload distribution.
Monitor coordinator and retirement specialist workload that was assigned to ensure that it does not exceed the 13-day standard for the division and the 95%-98% accuracy rate for the business processes is met.
Process refund applications submitted to confirm that all proper paperwork has been received.
Provide quality control for one coordinator on refund applications and service payments.
Send correspondence to members if additional information is needed.
Assist coordinator and retirement specialists with refund related questions.
Process GSEPS to TRS and TRS to GSEPS paperwork for members that want to transfer service.
Analyzes, reviews, and processes all GSEPS and 2nd check payrolls.
Ability to troubleshoot problems with payroll and take corrective action to ensure the payrolls are balanced.
Ensure paper payroll checks are mailed on assigned date.
Review unallocated cash receipts list and mail correspondence to members informing them of unpaid check and asking for updated address.
Prepares correspondence to members pertaining to returned mail requesting updated addresses.
