Overview
From $137,457 to $173,664 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 of the Civil Service Law.
Transfer:
For 52.6 transfer to this title you must have one year of permanent competitive, or 55-b/55-c service in an approved title for transfer allocated to a SG-63 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.
Provisional and/or Non-Competitive promotion (NCP) qualifications:
You must be a qualified employee of the Office of the New York State Comptroller; AND have had one year of permanent competitive service as a Retirement Program Administrator 2 or a Retirement Program Administrator 3.
Provisional and/or NCP notes:
If the number of interested candidates who meet the promotional qualifications is three or less, the agency; at its discretion, may nominate one or more of the candidates for a noncompetitive promotion without further examination under the provisions of Section 52.7 of the Civil Service Law.
If the number of interested candidates who meet the promotional qualifications is more than three, the agency; at its discretion, may nominate one or more of the candidates for a provisional promotion under the provisions of Section 65 of the Civil Service Law.
Duties
This position is located within the Bureau of Benefit Information Services, Division of Retirement Services and is responsible for:
- Overseeing, guiding, supporting and managing the Call Center, including the development and maintenance of strategies, work plans and priorities associated with the distribution of retirement information to Systems’ members and retirees by telephone, email, fax and mail
- Recommends changes with regard to technological improvements, including Interactive Voice Response (IVR), Virtual Contact Center, expanded database availability, scheduling of consultation site interviews, email transactions, Retirement Online and toll-free service
- Establishes schedules and deadlines for completion of work and monitors bureau-wide progress
- Coordinates with the Division’s Information Technology Bureau for acquisition and maintenance of technology and adequate programming support to maintain and improve Retirement System information deliveries, service levels and customer satisfaction
- Develops and monitors a call escalation process to ensure that customers’ most difficult questions are answered timely and accurately
- Overseeing, guiding, supporting and managing the Information and Consultation function, including the development and maintenance of strategies, work plans and priorities associated with the distribution of benefit information and education of Retirement Systems’ members and retirees.
- Ensures that members and retirees receive both pertinent information and timely service during face-to-face interviews with Information Representatives
- Supervises video consultations between the Information Office and members throughout the state
- Monitors the effectiveness of existing automated applications and programs at State consultation sites, including computer equipment, databases, and MEBEL applications
- Represents the Bureau at Senior Management Team meetings, participating in Division-wide policy and strategy sessions
- Recommends contemporary business process and program improvements to continuously improve the quality of customer service
- Directing and approving the scheduling of Retirement seminars and educational programs throughout New York State.
- Oversees the scheduling process to guarantee maximum service
- Approves leasing and rental agreements to support program initiatives
- Assigns and deploys staff to meet the diverse presentation schedule
- Approves the development of appropriate materials to support presentations
- Managing and overseeing the operation of 16 New York State consultation sites and field offices.
- Works with managers and supervisors to develop and sustain a first-rate working environment
- Researches technological enhancements to support and complement the uniform distribution of information in each office
- Creates systems to obtain feedback from Systems’ members and retirees to create improvements in office services
- Maintains staffing and service schedule to meet the varied and diverse needs of customers accessing these field offices
- Demonstrating extensive knowledge of the RSSL and other Retirement related law including the Comptroller’s Rules and Regulations, and other Retirement System policies and procedures which guide benefit administration.
- Reviews and provides written communications concerning changes in law, policy, or procedure to subordinate staff.
- Ensures the status of pending legislation is communicated to staff often and routinely
- Reviews and evaluates pending legislation, interprets existing legislation, and proposes legislation, as appropriate
- Represents both the Benefit Information Services Bureau and the Call Center at Division meetings
- Overseeing and directing the development and evaluation of all staff
- Oversees and assesses staff training and development to determine adequacy and future direction
- Conveys performance expectations to staff, utilizing individual development plans
- Reviews and interprets weekly reports to ensure service levels are maintained.
- Convenes with executive management to ensure alignment with performance goals and commitments
- Confers with program managers to modify training and development plans, as necessary
- Ensures cross-bureau training to enable the proper allocation of resources as demand dictates.
- Oversees the recruitment and development of all staff
- Performs a variety of high-level administrative functions:
- Represents the Deputy Comptroller and Assistant Comptroller in dealing with members, legislators and the public as appropriate
- Drafts correspondence for 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, 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.
- As part of the Division’s Senior Management Team, provides appropriate leadership and management for the transformation of the Division to new business processes and technology, actively participates in setting policy for the Division, and sets new expectations for performance and customer service excellence.
- Supervises the development and preparation of the annual budget request, providing fully justified statements for the Bureau’s requests.
- Takes appropriate actions to ensure the development and maintenance of a progressive customer service program
- Proposes innovative projects to executive management
- Oversees the implementation of Departmental policies on affirmative action and employee performance management within the Bureau.
- Manages and coordinates in-house video consultations, field consultations, seminars, teleconferences and all Information Office and Call Center activity.
- Reviews publications and other media prepared by the Retirement System Communication Office for distribution to members and retirees.
Knowledge, Skills & Abilities
- Exhibits 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 inquiries 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 supports telecommuting where it is reasonable to do so based upon the agency’s mission and operational needs. Generally, new employees 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, employees may telecommute up to 5 days per pay period but may be approved to telecommute less.
Reasonable Accommodation
The Office of the New York 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 New York State 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.
The Office of the State Comptroller does not participate in E-Verify or sponsor visa applications.
OSC offers competitive salaries and benefits, and opportunities for advancement, continuing education, and professional development. We provide a professional environment where employees are encouraged to push themselves while maintaining work-life balance. Our generous benefits package includes:
- A state pension with vesting after five years’ service
- Comprehensive medical, dental and vision insurance available to all employees and their dependents
- Flexible spending accounts for dependent and health care
- Productivity Enhancement Program (PEP), allowing eligible employees to exchange previously accrued leave in return for a credit to be applied toward their health insurance
- Public Service Loan Forgiveness (PSLF)
- NYS Deferred Compensation plan
- Access to NY 529 and NY ABLE College Savings Programs, and U.S. Savings Bonds
- Holiday and paid time off
- Shift and geographic pay differentials
- A committed continuous learning environment
- Informational Brown Bag sessions
- Wellness at Work Programs to promote employee health and wellness
- OSC Mentoring Program to network, contribute, and provide an opportunity to strengthen competencies in a variety of areas
- And much more
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 #07511-TBK on your cover letter for proper routing. Documents must be sent as unlocked and accessible attachments.