|Position: Manager, Data Relations (Customer Service)|
|Job Id: 487|
|# of Openings: 1|
Job Title: Manager, Data Relations (Customer Service)
Area: Data Relations
Reports to: Manager, Data Services
Rotary is 1.2 million inspired business and professional leaders, in 35,000 Rotary clubs and more than 200 geographical areas united daily across cultures and occupations addressing illiteracy, disease, hunger, poverty, and lack of clean water. The fervent idea exchange celebrates diverse perspectives and facilitates positive change. Passion and engagement abound at Rotary International. In exchange for hard work and dedication, our employees are rewarded with competitive salaries, flexible schedules, comprehensive benefits, and job enrichment. We offer all this and more. Come join us. Visit www.rotary.org to learn more.
Rotary’s Commitment to Diversity
One of Rotary’s values is diversity, which we define as embracing diversity in thought, culture, and perspective. As such, we welcome and encourage highly-qualified candidates with diverse experiences and backgrounds to apply.
Leads the Data Relations team in Evanston and guides Data Services team in Pune, India regarding all data related customer services - response, resolution or delegation of questions, concerns, requests, and reported issues relating to all Data Services operations. Data Services uses a Shared Services Model to handle the majority of member and donor related data processing needs for the organization. This position is responsible for training and developing three staff to handle phone calls, inquiries and complaints directly from/with Rotarians related to all processes of Data Services including but not limited to: Duplicate Club Invoice requests, District and RI/TRF officers and committee members, Rotarians, Rotaractors, Interactors, Data Corrections, Account Management, Official Directory data, Magazine Subscriptions and Online Help Inquiries.
Partners with Data Integration Vendors in regard to vendor relations, testing and implementing vendor solutions; also attends International Assembly to provide such support directly with DIVs and at Resource Center; participates in Enterprise Projects as often as needed.
The Data Relations Manager oversees and measures performance and customer service initiatives and regularly monitors and reports on same. The manager delegates work to team members as appropriate and ensures completion within established internal-client Service Level Agreements (SLAs). Responsible for developing three-year strategic plans and annual tactical plans for improved customer support, and executing projects based on approved plans. Works closely with Rotary Support Center to coordinate/collaborate phone calls and emails received from Support Center and escalating them to the Data Relations team to handle.
The Data Relations Manager is also responsible for utilizing its capabilities as requested to provide additional value, cost savings, and expanded service within the Secretariat. Negotiates and communicates applicable SLAs with internal clients, benchmarking appropriately and publishing performance metrics.
Education & Experience
Knowledge and Skills
The position is directly responsible for managing Data Relations team in Evanston and also distributing work to Data Services team in Pune, India.
Manage budget and expense tracking for areas of responsibility.
Direct interaction with all levels of staff located in Evanston and Pune. Extensive contact with RI Senior Leadership and Rotarians.
Personal computer (must have proficiency in Word, Excel, PowerPoint, and Outlook), copier and telephone.
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