The successful candidate will play a critical role in the daily management of Service Request Center (SRC) staff and processes, ensuring that all team members have a complete and accurate understanding of TRS products and services, related service requests, service level agreements (SLAs), and operational level agreements (OLAs). The Service Request Center Manager will also take the lead in providing subject matter expertise for TRS' ongoing Modernization and continuous quality improvement initiatives.

The Service Request Center (SRC) Manager is accountable/responsible for the following:

1. Oversee the daily functions of the staff and provide support as needed.
2. Maintain quality assurance of business fulfillment readiness, including data entry of forms and verification and completeness of supporting documents.
3. Assist with resolution of escalated inquiries from other Member Services units.
4. Ensure that all team members have a complete and accurate understanding of TRS products and services, related service requests, service level agreements (SLAs), and operational level agreements (OLAs).
5.Ensure that requests are completed as per defined SLAs.
6. Coordinate with appropriate resources to ensure mentoring and training of Member Services staff, to provide them with the business knowledge to handle additional requests in the future.
7. Collaborate with business units and other stakeholders to review current business processes and provide suggestions for improvement.
8. Provide input to procedures to effectively handle service requests.
9. Reassign service requests to appropriate roles as needed.
10. Generate and review production reports for senior management and work with appropriate staff to resolve issues.
11. Share improvement opportunities with respective service managers based on the feedback received from members and other stakeholders.

1. A baccalaureate degree from an accredited college or university including or supplemented by 12 credits in mathematics, statistics, accounting, and/or actuarial science and four years of satisfactory full-time experience implementing the provisions of a retirement plan involving the use of mathematical, statistical, actuarial or accounting computations, 18 months of which must have been in an administrative, managerial or executive capacity or supervising professionals implementing the provisions of a retirement plan involving the use of mathematical, statistical, actuarial or accounting computations; or

2. An associate degree or 60 credits from an accredited college or university, including or supplemented by 12 credits in mathematics, statistics, accounting and/or actuarial science and six years of satisfactory full-time experience as indicated in “1”; or

3. Education and/or experience equivalent to “1” or “2” above. However, all candidates must have 60 credits from an accredited college or university, including or supplemented by 12 credits in mathematics, statistics, accounting and/or actuarial science and the 18 months of experience in a supervisory, administrative, managerial or executive capacity as described in “1” above.

Experience 1. At least 3 years supervisory experience preferred 2. Five (5) years of progressively responsible customer service delivery required Knowledge 1. NYC pension rules and regulations 2. Cross-functional benefit application/eligibility requirements 3. ASPEN and its related functionality to Member Services 4. UPS and its related functionality to Member Services 5. ServiceNow and its related functionality to Member Services Skills 1. Exceptional time management 2. Outstanding written and verbal communication 3. Expertise with primary business software, including ASPEN, UPS and Microsoft Office

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.