Senior Director of Operations (57918)

Job Title: SENIOR DIRECTOR OF OPERATIONS - RASC - HYBRID
Job ID: 57918
Location: Oakland
Full/Part Time: Full Time

Job Posting: 

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.

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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

The Senior Director of Operations serves as a trusted advisor and liaison to the Executive Director. The role serves as the leader who drives delivery and execution across operations by leading business units and partnering with managers to ensure effective change management. The role will work with key constituents to ensure efficiencies by developing key performance indicators, projecting milestones, and consistently achieving quality standards on-time and within budget. The Senior Director of Operations provides significant support to the Division's leadership in building a culture of high performance in customer service to both internal and external clients and continuous improvement within the Division. They are a strategic, forward-thinking, take-charge leader with exemplary operations and project management experience. With a successful and proven track record in leading teams; the role will be a key contributor to managing large scale change, influencing others, and overseeing major initiatives such as new system launches that impact internal teams and across the University of California system. In addition to serving as the "second in command" to the Executive Director, the Senior Director of Operations confers with RASC managers and stakeholders across the University of California system to drive operational alignment with the RASC strategy. The Senior Director of Operations will also respond to inquiries on behalf of the Executive Director and help drive performance management efforts and strategic planning from ideation to implementation. While the Senior Director of Operations provides significant leadership in ensuring operational excellence across the RASC, they will be accountable for developing strategies to resolve high-level issues and mitigate potential risks and challenges that could adversely impact RASC, members and stakeholders. The Senior Director of Operations will lead special projects, develop reports, serve on key committees across the university and represent RASC on various internal and external committees.

Key Responsibilities

40% Strategic Management: Serves as a key influencer in cultivating and inspiring a culture that is aligned with company values in delivering a positive experience for internal and external clients. Conceptualizes and executes strategic direction in alignment of the overall goals of the organization; develops goals to ensure performance to achieve deliverables. Manages high-priority projects and programs designed to support divisional goals and achieve the university's mission and strategic vision. Serves as a liaison for the Executive Director with university officials on strategic and operational matters. Gathers, investigates, researches, analyzes, and/or studies information affecting university-wide, intradepartmental, or interdepartmental operations; prepares reports and other communications. Advises management on strategic industry topics and trends that support business goals and objectives; leads innovative change initiatives in areas needing improvement. Anticipates, identifies, and troubleshoots issues of concern or significance; exercises discretion to provide timely information and necessary updates across multiple stakeholders; responds to inquiries on behalf of the RASC Executive Director. Builds and maintains successful working relationships with managers and confers with a wide range of key internal and external stakeholders, as needed. Participates with the Executive Director and other leaders in strategic planning and problem resolution; ensures matters requiring the attention of management are thoroughly addressed, researched, and responded to. Ensures management, staff and key constituents are kept appropriately informed of project activities. Assesses competitive threats and internal business process improvements. Supports succession planning for all levels of department positions; attracts and retains talent. Ensures that department goals and budgetary standards are effectively met; develops policies and procedures to improve service to members. Effectively partners cross-functionally to support strategies focused to promote growth, team performance, process improvement, and member satisfaction. Leverages and optimizes tools, technologies, systems, and processes to facilitate a seamless and personalized member experience. Creates and maintains effective communications when representing the RASC for projects and meetings. Recommends and participates in the development of university policies and procedures, as needed. Represents the RASC Executive Director at key internal and external meetings and events.

40% Operations Management: Supports the RASC Executive Director; and management handle day-to-day operations; drives member, partner and stakeholder experiences with an emphasis on continuous improvements. Works with leadership to develop and execute business strategies to achieve short and long-term goals, driving increased efficiencies and enhanced member experience. Accountable for supporting the RASC operational strategy and the execution of key initiatives and projects. Pro-actively identifies needs and develops creative solutions for projects, leveraging expertise, operational capabilities, and technologies. Presents, packages, and proposes integrated solutions to demonstrate value and potential return on investment to leaders and key stakeholders. Drives change management and effective communications across the RASC; develops outreach initiatives that inform, educate and support active and inactive members and key stakeholders and UCOP partners. Collaborates with business areas to drive overall success of projects and implementations to include technology, which supports the RASC, and its’ functionality and performance. Continually reviews customer care practices to ensure that member needs are met and identify opportunities for improvement. Implements, maintains, and analyzes operational and customer success metrics. Stays abreast of emerging trends, best practices, technologies, competitive threats, and internal business process improvements; shares that knowledge with leadership and staff through briefings, meetings, and other communication forums.

10% Performance Evaluation: Explores ways to improve member experience and quality results by evaluating and redesigning processes; supports business analytics including building databases as needed. Evaluates department effectiveness through financial and activity reports, adjusting practices when needed to address member needs and improve service. Supports performance management program through the successful design, implementation, and deployment of RASC onboarding and training programs to include continuous learning for all employees, members, partners, and stakeholders.

10% Compliance Management: Ensures compliance of internal and external business policies, procedures, and operating processes. Supports the development of quality assurance surveys and other mechanisms (i.e., reporting scorecards, dashboards, etc.) to identify overall RASC performance, net promoter score and customer/member satisfaction levels and drives improvement as needed.

Experience

Required Qualifications

A minimum 12 years of experience in business management plus working knowledge of retirement administration and/or service oriented operations along with experience/organizing and directing teams and 5 years experience in management and consulting focused on driving strategy and change management initiatives.

Skills and Abilities

Required Qualifications

Consulting experience focused on driving strategy and change management initiatives.

Strong operations management and customer relations background with experience in strategically managing client relationships.

Five years progressive experience in managing effective large-scale projects; Project Management Certification a plus.

Experience in developing scorecard metrics and developing targets using engaging presentation methods and tools.

Must possess confidence to take initiative and make decisions each day that can impact the business’ daily operations.

Confident presenter with a high level of executive presence; proven experience in speaking engagements.

Willing to professionally challenge conventional norms and points of view.

Experience in adapting and applying multiple process improvement methodologies, such as Six Sigma Lean, Process Re-enginieering, etc).

Experience with Business Process Outsourcing in a shared services model.

Must have working knowledge of shared service center operations, business process improvements and Enterprise technology systems. Retirement and pensión programs Experience a definite plus.

Must be able to delivers quality results on time and in a highly ethical and professional manner; manage complex projects and multi-task with excellent organization skills.

Experienced strategic, results-driven professional with exemplary leadership and organizational skills; able to troubleshoot and resolve complex, emerging issues and meet critical deadlines; Continually explores ways to deeply understand customers’ objectives and serve as a trusted advisor; experienced in defining, driving, and demonstrating the value (ROI) delivered.

Experience managing competing priorities; able to work well under pressure and thrive in a demanding environment. Experienced in overseeing all aspects of the performance management process, including conducting staff evaluations; able to work with strong personalities and different work styles.

Experienced in leading succession planning in alignment with division plans; Exemplary verbal, written and change communication skills and presentation skills; able to formulate a clear point of view.

Develops, implements, and maintains effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.

Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to operations.

Proficient in Microsoft Excel and Office, and Call Center software programs.

Education

Required Qualifications: Bachelor's degree in related area and / or equivalent experience / training

Preferred Qualifications: Master’s degree in business management, Administration or related field

Job Title: Administrative Manager 3

Job Code: 000549

Salary Grade: Grade 28

Payscale: $205,000 - $235,000

Full Salary Range: $146,200 - $291,600

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 range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range shows the growth potential for this position and the pay scale is the budgeted salary or hourly range that the University reasonably expects to pay for this position.

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 September 11, 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

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