Position:  Manager, Data Relations (Customer Service)
Location:  Evanston, IL
Job Id:  487
# of Openings:  1

Job Title:            Manager, Data Relations (Customer Service)
Area:                   Data Relations
Reports to:         Manager, Data Services
Classification:    Exempt
 
Organization Overview
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.
 
General Overview
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
 
Required
  • Bachelor degree in business or equivalent
  • Minimum of 2 year’s supervisory experience
 
Preferred
  • Experience working in customer service environment
  • Minimum of 3 years in data management operation
  • Knowledge of Rotary or other non-profit membership organization
 
Knowledge and Skills
  • Ability to communicate clearly and effectively verbally and in writing to a diverse audience.
  • Ability to plan, organize, monitor, and utilize resources efficiently.
  • Ability to encourage, motivate and guide individuals and teams in learning and improving effectiveness.
  • Ability to demonstrate initiative, exercise good judgment, and achieve results through others.
  • Ability to demonstrate strong client advocacy focus and excellent client relationship skills.
  • Meticulously detail-oriented.
  • Excellent working knowledge of online activities in a membership driven organization and any CRM system.
  • Proficiency with Microsoft Office Suite
  • Proficiency in a second language preferred.
 
Specific Duties
  • Oversee Evanston Data Relations staff and guide Pune Data Services team to provide exceptional data related customer services within 48-hour turnaround time to all RI/TRF staff including all International Offices, Rotarians, Rotary Website users, and other Rotary constituents.
  • Develop, implement, and measure performance against service level agreements (SLAs) with internal clients for all aspects of responsibility.
  • Mentor team members and use the company performance management process as a tool for measuring, developing and improving staff performance.
  • Responsible for the processing and handling of the following areas to meet SLAs:
    • Club Invoice inquiries
    • Data Corrections notifications
    • Online help inquiries
    • Membership and officers’ data inquiries
    • District Officers and Committee inquiries
    • Club Sponsoring Organizations inquiries
    • Subscription inquiries and issues
    • Miscellaneous communications
    • Additional areas as identified and assigned
 
  • Work with THE ROTARIAN printer and mailers (hard copy and digital) for delivery matters and handle all non-receipt inquiries for all subscribers including RI/TRF Senior Leaders, DGs, Rotary Club Officers and Rotarians.
  • Establish a Customer Service Templates Library and guide Pune Data Services team to use these templates to acknowledge and handle first level customer services inquiries within 48-hour turnaround time.
  • Contact directly with Internal Revenue Service regarding the Employee Identification Numbers (EIN#s) for all Rotary Clubs and Districts in USA.
  • Partners with Data Integration Vendors and IT staff to monitor, test and implement direct data integration into netFORUM.
  • Provide support as necessary for off-site meetings such as International Assembly and International Convention.
  • Plan and execute both on-site and off-site business continuity activities for Data Relations operations.
  • Perform other related duties as assigned by management.
 
Supervisory Responsibility
The position is directly responsible for managing Data Relations team in Evanston and also distributing work to Data Services team in Pune, India.
 
Budget Responsibility
Manage budget and expense tracking for areas of responsibility.
 
Internal Contacts
Direct interaction with all levels of staff located in Evanston and Pune.  Extensive contact with RI Senior Leadership and Rotarians.
 
External Contacts
  • RI/TRF Officers, District Governors (Nominees & Elects), Rotary Club Officers, Rotarians, and publication subscribers.
  • District Rotaract Representative, District Rotaract Chairman, Rotaractors, & Interactors
  • Member Access Portal users.
 
Equipment Used
Personal computer (must have proficiency in Word, Excel, PowerPoint, and Outlook), copier and telephone.

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