Description
Job Summary The overall purpose of this position is to manage administration and customer service to internal and external customers for all IEEE-SA Registration Authority and other Innovation Operations activities. The incumbent in this position is primarily responsible for handling all customer inquiries, processing payments, corresponding with customers, etc. for the registry and any other assigned operations. The role typically reports to a Manager and functions as an individual contributor. This position works under minimal supervision (expected to perform routine tasks without direct supervision, but to keep manager informed of actions/progress. Manager assistance should be sought for non-routine matters.)
Key Responsibilities - This person will manage the register function and act as the Registrar for the IEEE-SA Registration Authority (RA) which includes:
- Reviews, processes, and manages applications ensuring that policies and procedures are adhered to for nine active registration programs.
- Responsible for all SA product lines of business to be the primary Customer Service Center contact to respond to internal and external RA customers.
- Responsible for developing and maintaining specialized databases and other tools utilized in support of the business.
- Reviews and processes checks, wire transfers, and purchase orders with credit applications and credit cards as well as maintaining records and uploads invoices to customer portals for processing.
- Responsible for vetting potential customers for required criteria to ensure compliance with corporate policies.
- The point of contact with RA clients, IEEE and SA staff, and vendors to provide client support and troubleshoot issues using research of databases, relevant IEEE standards, and tutorials to provide accurate information.
- Reviews and monitors assignments to ensure they are completed correctly and checked for duplicates.
- Maintains the archive filing system for all IEEE SA Registration Authority programs.
- Reviews and recommends new policies or procedures, to improve current customer and staff experience.
- Develops and maintains all procedure and policy documentation to support each registration activity.
- Responsible for the preparation and review of monthly forecasts for accuracy and reports on Registration activities to be rolled up into cost-center reporting.
- Monitors customer satisfaction survey results and provides ad hoc reports to Registry Programs, Sr Manager
- Responsible for taking and producing accurate meeting minutes.
- Back-up as needed for Registry Programs, Sr Manager in managing oversight committee.
- Other associated tasks and duties may be assigned.
Qualifications
Education - Experience with Budgeting and Forecasting
- Bachelor's degree or equivalent experience Req
Work Experience - 2-4 years in program administration and support Req
- 2-4 years operations support position Pref
Skills and Requirements - Ability to independently solve problems using established procedures, policies, objectives, and common-sense approaches.
- Intermediate knowledge of and experience with budget and forecast processes.
- Must be able to understand and interpret financial data.
- Exceptional project management skills and the ability to prioritize and oversee multiple projects concurrently.
- Must be able to work well within cross-functional teams to achieve results.
- Ability to communicate and interact positively and effectively with volunteers, non-volunteers, and members of the assigned committees.
- Demonstrate effective leadership skills and support volunteer relationships.
- He/she must be a technologically savvy knowledge worker who seeks out technology solutions to business challenges.
- Detail-oriented, self-directed, self-starter, customer-oriented, quick learner.
- Advanced listening, verbal, and written communication skills.
- Experience with social media, with an understanding of how to apply those tools to communication channels.
- Knowledge and use of content management systems
- Excellent time and project management skills.
- Ability to research simple and complex questions in internal and external web resources (databases, Internet, standards documents, etc.);
- Knowledge of meeting planning procedures and planning.
- Some web page maintenance experience
- Valid passport required.
- Must have excellent PC and advanced office software skills including Microsoft Office Suite, such as Word, Excel, PowerPoint and Visio, Oracle, and web conferencing tools.
- Excellent interpersonal skills including the ability to work with individuals at all levels in the organization and strong relationship-building abilities.
- Must have a pleasant disposition and ability to communicate daily with non-English speaking customers with patience and courtesy.
- Ability to deal with difficult people and successfully meet objectives.
- Must be a good team player.
- High degree of personal integrity and business ethics, as well as appropriate business etiquette, including a strong sense of responsibility, tactfulness, and discretion
- Work well under pressure, be extremely organized, and maintain workload balance
Other Requirements:
As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.
PLEASE NOTE: 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.
='For information on work demands and conditions required for this position, please consult the reference document, "Physical, Mental, and Work Environment Standards for IEEE Positions." This position is classified under ' '.
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'IEEE is an EEO/AAP Employer/Protected Veteran/Disabled
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'Disclaimer: This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons. '