Overview
From $96,336 to $121,413 Annually
800 North Pearl Street
Menands, NY 12204
Minimum Qualifications
You must be currently reachable on the appropriate eligible list for this title or eligible to transfer to this title under Section 52.6 and/or 70.1 of the Civil Service Law.
Transfer:
For 52.6 and/or 70.1 transfer to a Retirement Program Administrator 1, (SG)-25, you must have one year of permanent competitive, or 55-b/55-c service in an approved title for transfer allocated to an SG-23 or above.
To determine if your current Civil Service title is eligible for transfer to this title, visit the Career Mobility GOT-IT website: Career Mobility Office » GOT-IT (ny.gov)
Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S-grades or one M-grade.
Duties
Manages the daily operation of the Consultation Unit, providing oversight and acting as a resource to all Information Representatives and clerical staff. Plans, organizes and schedules work activities to ensure sufficient staffing within the Consultation Unit within the Call Center.
- Ensures the development of strategies, work plans and priorities associated with the distribution of retirement information to Systems’ members and retirees.
- Improves and maintains the coordination and planning critical to the success of the Consultation Unit.
- Works with contemporaries from the Call Center to ensure customer demand is met wherever it is greatest, including having Consultation Unit staff respond to incoming telephone calls and emails, when possible, to resolve customer inquiries in a timely manner.
- Acts as primary contact for staff on a 24-hour, 7 day a week basis in the event of unforeseen occurrences that require immediate scheduling changes.
- Meets with subordinate employees on a regular basis to ensure quality service is maintained, discussing problems and suggesting corrective measures to staff.
Oversees and directs the development and evaluation of all staff associated with the Consultation Unit
- Assesses staff training and development programs to determine adequacy and future direction
- Conveys performance expectations to staff. Reviews and interpret weekly reports to ensure service levels are maintained. Convenes with executive management to ensure alignment with performance commitments.
- Works in conjunction with bureau supervisors and upper management to maintain and update employee duty statements and evaluation criteria.
Oversees the design and direction of training plans for new employees, as well as the instituting of ongoing programs for established employees.
- Works in conjunction with Consultation Unit supervisors responsible for the development and maintenance of training plans for new hires consistent with their specific job duties and previous experience.
- Oversee the scheduling of new employees for classes designed to develop individual qualities necessary for providing customer service, including interpersonal skills, proper writing techniques, and computer and email knowledge.
- Initiates training programs relevant to daily duties, including comprehension of necessary databases, scheduling of consultation site interviews, email transactions, and website and toll-free service.
- Assesses training and development needs of established employees by observing performance and gathering information regarding benefits administration from the Division’s program managers.
- Works in conjunction with bureau supervisors and upper management to maintain and update employee duty statements and evaluation criteria.
- Research various sources to find information, materials, and technologies to help in the design and development of new training programs.
Implements and oversees policies, plans and procedures that will improve delivery of service to customers.
- Oversee the development and implementation of internet-based applications and other innovative information sharing techniques and supervise their progress.
- Works in conjunction with project managers, helping facilitate the projects at management level, resolving questions and concerns of the management team, and allocating staffing resources as necessary.
- Interprets feedback from System members, pensioners and employees regarding System policies and procedures, and proposes methods to improve the quality of customer service to Bureau management.
- Recommends to upper management policies, plans and procedures that will improve delivery of service while ensuring that staff implement these rules accordingly when assisting customers.
Demonstrates extensive knowledge of the RSSL and other Retirement-related law, the Comptroller’s Rules and Regulations, and other Retirement policies and procedures.
- Reviews and provides written communication concerning changes in Law, policy, or procedure to subordinate staff.
- Ensures the status of pending legislation is communicated to staff often and routinely
- Evaluates and helps interpret existing legislation. Proposes legislation, as appropriate
- Represents the Consultation Unit at staff meetings
Conducts duties related to Project Management
- Oversees a team of cross-bureau project staff and vendors
- Works in conjunction with staff from Finance and Contracts to create contracts
- Evaluate proposals and responds to questions from prospective bidders
- Responsible for creating and updating mapping documents
- Oversees testing and communication between project team and vendor
Performs a variety of high-level administrative functions on an as-needed basis:
- Represents the Deputy Comptroller and Assistant Comptrollers in dealing with members, legislators and the public as appropriate
- Drafts correspondence for the Bureau Director and represents the Comptroller, Deputy Comptroller or Assistant Comptroller. Composes drafts of articles for both internal and external use.
- Acts as liaison to represent the Bureau with Retirement Systems executive management, ERS Information Technology Services, and other divisions within the Office of the State Comptroller. Maintains direct contact with large employers, State agencies, unions and other special interest groups to assure good public relations and cooperation in providing consultative services and information to members and retirees.
- Propose innovative projects for executive management
- Oversee the implementation of departmental policies on affirmative action and employee performance management within the Consultation Unit office.
Knowledge, Skills & Abilities
Enter some text hereExhibits excellent interpersonal skills with staff and customers
- Possesses effective oral and written skills
- Performs tasks accurately and within specific time frames
- Operates a personal computer and effectively demonstrates a working knowledge of customized Lotus Notes Databases, the PeopleSoft system, the Retirement System’s MEBEL database with its different case types and action codes, the Internet and OSC’s Intranet in order to access Retirement Systems’ laws, policies and procedures
- Demonstrates the ability to perform complex mathematical calculations as necessary
- Acquires, retains and applies extensive Retirement System knowledge to respond to customer inquires of the more complex nature
- Demonstrates the ability to effectively supervise subordinate staff and apply Agency policies and procedures
Additional Comments
Telecommuting
The Office of the New York State Comptroller (OSC) supports telecommuting where it is reasonable to do so based upon the agency’s mission and operational needs. Generally, employees new to OSC will be restricted from telecommuting for at least 8 calendar weeks. After the initial 8 calendar week restriction, if an employee’s primary residence location, duties, and work performance are aligned with telecommuting and operational needs they may be allowed to do so. Generally, OSC employees may telecommute up to 5 days per pay period but may be approved to telecommute less.
Reasonable Accommodation
The NYS Office of the State Comptroller provides reasonable accommodations to applicants with disabilities. If you need reasonable accommodation for any part of the application and hiring process, please notify the Division of Human Resources at (518) 474-1924.
Equal Opportunity Employment
The Office of the NYS Comptroller values a workforce with a broad, diverse range of backgrounds and perspectives. All employees are expected to contribute to a professional environment focused on self-evaluation and improvement, as well as acceptance and support of coworkers.
Some positions may require additional credentials or a background check to verify your identity.
Takeitha Kelley
P: (518) 474-1924
F: (518) 486-6723
[email protected]
Division Contact
Katrina Connelly
[email protected]
To Apply
Submit a clear, concise cover letter and resume stating how you meet the above minimum qualifications. Reference Item #07084-TBK on your cover letter for proper routing. Documents must be sent as unlocked and accessible attachments.