28 days old

Director, Employer Services

Board of Pensions of the Presbyterian Church (U.S.A.)
Philadelphia, PA 19146
  • Job Code

The Board of Pensions of the Presbyterian Church (U.S.A.) in Philadelphia is seeking a Director, Employer Services. Reporting to the Vice President, Customer Engagement, you will be responsible for a broad portfolio of customer facing services to drive Employer Services and customer engagement effectiveness and operational efficiency in support of successful service delivery and innovation.

In collaboration with the Plan Operations leadership team, the Director executes a comprehensive Employer Services strategy by identifying actionable customer service improvement opportunities through customer analysis and data driven insights, and provides strategic direction for daily operations that unify service initiatives across all customer segments and service channels. You will oversee and support plan changes for employers and congregations, new employer onboarding and annual enrollment on-site meetings, and employer strategies around employee communication and education of Board of Pensions initiatives.

The Director leads a team of Account Managers in Employer Services in building relationships and gaining detailed employer intelligence around strategy, business processes, goals, and decision-making, providing value to employers in all aspects of the service they receive from the Board of Pensions. You will work closely with the Board's Communications and Church Engagement teams to ensure the member and employer experience is consistent and optimal across all customer-facing activities, and serves as a liaison between Employer Services, Church Engagement, Implementation, and Affiliated Markets to address customer feedback and insights on escalated employer issues regarding service delivery.

The Ideal Candidate Possesses

  • Bachelor's degree in business or related field
  • 7 or more years as an accomplished leader, with strong, proven, progressive management experience in leading and developing a staff, preferably an account management team
  • Demonstrated ability to develop a service strategy, driving and directing customer engagement and employer service through exceptional leadership
  • Demonstrated understanding of excellent customer service concepts, customer experience, and delivery methods and an ability to direct and develop staff at different professional and skill levels
  • Excellent communication skills with an ability to foster consistent delivery of service across multiple customer-facing channels
  • Experience in a benefits administration call center environment, knowledge of employee benefits, preferred, and a strong command of data and analytics
  • Demonstrated experience with leading customer care technologies, preferably Salesforce, including knowledge base, preferably Salesforce Service Cloud
  • Proficiency with Microsoft Office applications, including Word, PowerPoint, Excel, and Outlook and an ability to effectively work remotely utilizing an uninterrupted internet connection, as required.

The Ideal Candidate Strongly Desires to Serve The Board of Pensions with

  • an ability to build relationships to drive cross-organization alignment;
  • an ability to work well and communicate with diverse groups and all levels of management;
  • experience managing change, with excellent problem solving, negotiating, and critical thinking skills;
  • an ability to deliver effective presentations, based on a clear understanding of the characteristics and needs of the audience;
  • a professional, problem-solving, customer-centric approach;
  • a positive attitude, creativity, and flexibility;
  • strong writing, proof reading, editing, and communication skills;
  • an ability to thoroughly understand the Benefits Plan of the Presbyterian Church (U.S.A.), the Church polity, nature and expectations of our membership; and
  • an interest and desire to serve the members of the Benefits Plan of the PC(USA).

We offer medical, health and welfare and retirement benefits among an array of fringe benefits. View our Together Apart video and see and hear from prospective colleagues at the Board of Pensions. If you believe you have the professional and personal credentials to join us as a colleague and would like to support the Board of Pensions as we serve more, serve better, and serve the Church, please apply at: http://pensions.hrmdirect.com/employment/job-opening.php?req=1563066&&#job

About the Board of Pensions

The Board of Pensions of the Presbyterian Church (U.S.A.) is committed to engaging the entire Church in becoming inclusive of diverse racial, ethnic, cultural, and language groups. As an agency of the Church, we share in and align with its values. Our staff is diverse in gender, ethnicity, religious beliefs, sexual orientation, and generation, reflecting the community around us. Our different perspectives foster creativity, and mutual respect enables us to execute the ideas that creativity generates.

Candidates from Presbyterian communities in the global south and other historic Presbyterian Communities of Color, preferably with theological training and fluency in languages other than English, are encouraged to apply.

The Board of Pensions of the Presbyterian Church (U.S.A.) is an equal opportunity employer.



Posted: 2021-04-07 Expires: 2021-05-08

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Director, Employer Services

Board of Pensions of the Presbyterian Church (U.S.A.)
Philadelphia, PA 19146

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