Manager Member Operations (E6131)

IEEE•Piscataway, NJ

10d•Onsite

About The Position

The overall purpose of this position is to provide the leadership, planning, and functional administration supporting the service teams, finances, and processes within the Member Operations unit of MGA. Member Operations performs the processing of applications and payments for new and renewing IEEE members and affiliates, and operates the global programs for Senior Member elevation and Geo-Unit inaugurations supporting IEEE member and volunteer activities. Primary areas of responsibility include the Member Operations staff organization and development, key member/volunteer support processes, vendor contracts, and the financial administration of budgets, forecasts, and invoices. This position shall report to the Director, Member Operations Administration and manage the department using an Operational Excellence business model which stresses planning, process, project management, and team development with an overall emphasis on delivering an exceptional customer experience. The position reports to the Director, Member Operations and manages up to 8 employees.

Requirements

Bachelor's degree or equivalent experience or other related technical degree.
4-7 years managing business operations in a production environment.
Proficiency in budget development, forecasting, and analysis.
Experience in managing and supporting employees at various levels in customer service, operations, or administration.
Must possess the knowledge and dispositional characteristics to operate in multi-cultural situations.
Technologically savvy knowledge worker who is familiar with new technologies, and seeks out effective technology solutions to business challenges.
Ability to prioritize work for self and others and successfully allocate resources (staff expertise, energy, headcount).
Excellent written and oral communication skills with very strong attention to detail.
Effective time and project management skills with experience leading process and technology-oriented programs.
Willingness to work occasionally other than normal business hours as required to support global organization operations.
Some travel possible, both domestically and internationally, which may include some weekends.
Individuals currently serving on an IEEE board or committee are not eligible to apply.
This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.

Responsibilities

Manage the Member Operations team; monitoring all forms of transaction processing (Renewals, New Joins/Applications, and special requests) while overseeing mail desk and scanning operations to ensure full compliance with established business rules.
Mentors the team supporting the IEEE Senior Member application and administration processes and facilitates application panel review sessions annually throughout global MGA regions.
Oversees and manages the global Geo-Unit petition and inauguration process to support the formation and activities of IEEE geographic units.
Re-enforces customer-relations at all departmental levels and drives behaviors that produce a customer-focus in everything that is done.
Evaluates and promotes opportunities for process and system improvements that deliver an exceptional member and volunteer service experience.
Develops plans for operational execution by modeling and acquiring practices that deliver high standards of efficiency and performance.
Establishes operational measures to ensure that organizational and individual performance goals are monitored and achieved.
Builds strong business partnerships inside and outside of the functional area and manages cross-organizational processes to successful completion.
Responsible for financial administration of departmental budgets, forecast/expense reviews, and invoice processing while ensuring accuracy in Money on Account, Balance Due, and Refund processes.
Manages departmental outsourced services and builds relationships with suppliers and outsourcing partners to recommend service improvements.
Represents MGA Operations on the IEEE crisis management/business continuity team and maintains a Business Impact Analysis (BIA) for unit-wide core processes.
Uses standardized project management methodologies and tools to ensure key projects are delivered on-time and within budget.
Manages up to 8 employees, making organizational practice decisions that demonstrate the value of an empowered, agile, and high-performing workforce.
Focuses on activities targeted to continually improve IEEE Employee Engagement survey results and advance an "Employer of Choice" culture.
Actively works to seek out and develop the functional and project-oriented skills of each team member through new learning opportunities.
Maintains multi-disciplinary knowledge through contingency/succession planning and designating skill development and cross-training goals.
Administers and oversees personnel matters including hiring, performance management, and salary adjustments.
Maintains the accuracy of departmental job descriptions for the incorporation of required skill sets and tasks.
Develops and maintains relationships with volunteers within the MGA areas of responsibility.
Understands, interprets, and maintains practices in support of IEEE and MGA governance documents.
Establishes and maintains strong working relationships throughout the global community of customers, members, and business leaders.
Acts as a role model for professionalism and respect for cultural differences.