Director, Membership Services

SAG-AFTRA

(Los Angeles, California)
Full Time
Job Posting Details
About SAG-AFTRA
SAG-AFTRA represents approximately 160,000 actors, announcers, broadcast journalists, dancers, DJs, news writers, news editors, program hosts, puppeteers, recording artists, singers, stunt performers, voiceover artists and other media professionals. SAG-AFTRA members are the faces and voices that entertain and inform America and the world.
Summary
The Director, Membership Services will work in direct conjunction with the National Director of Membership Service to lead and manage the membership services staff, ensuring that exceptional service is delivered to our members.
Responsibilities
* Manages National Membership staff which includes the selection, orientation, training, development and motivation of the team. * Responsible for planning, monitoring and appraising of job results as well as coaching, counseling and disciplining employees when necessary. * Regularly communicates job expectations to ensure that the team has sufficient skills to deliver the highest quality of member service possible. * Actively searches for service quality improvements by evaluating existing policies and procedures and implementing process improvements. * Manages/oversees staffs’ participation during annual and general membership meetings. * Determines day-to-day workflow, sets team objectives/goals, establishes monitoring mechanisms, and ensures daily that those standards are being completed to meet member needs and agreed upon service standards. * Maintains member service by monitoring daily operations; adjusting systems and researching and resolving escalated calls. * Acts as lead contact for problem resolution and policy interpretation for members * Manages and streamlines daily communication process with members, applicants, and signatory/casting/production companies regarding membership eligibility and work clearance matters * Makes appropriate recommendations for requests for honorable withdrawal and suspended payment * Provides direction to the Reinstatement Obligation Review Committee and communicates through written notification with performers regarding the outcome of their leniency case. * Manages and provides organizational guidelines to Membership Leads Team on various issues. * Manages/oversees the petitions for elections; processes requests for replacement ballots. * Continuously develops and expands knowledge of SAG-AFTRA processes and membership trends to provide recommendations that improve the member experience, employee satisfaction, and organizational performance. * Responsible for ensuring projects and tasks are communicated and executed on time * Serves as a liaison to other internal departments. * Performs other duties as assigned.
Ideal Candidate
* Experience leading, coaching and motivating a team of no less than 20 employees. * Able to perform in a team environment using conflict resolution; problem-solving; strong leadership, modeling, and facilitation skills required. * Demonstrated ability to successfully provide feedback and coach employees to desired outcomes and standards. * Able to establish a strong leadership presence by being involved and interacting with the employees and members. * Able to maintain an approachable, open door relationship. * Able to handle confidential information appropriately. * Demonstrated ability to respond promptly, thoughtfully and effectively to changing work environments, changing priorities, and new situations. * Able to deliver excellent customer service to external and internal operations. * Demonstrated ability to interact with peers, management, and other departments in a professional manner. * Strong business ethics, values and high level of diplomacy. * Able to effectively establish and manage projects of considerable significance. * Demonstrated skills in strategic planning and implementation of processes. * Excellent organizational skills. * Able to communicate effectively in English, both orally and in writing. * Able to accurately type 35 WPM. * Able to use PC applications * Superlative interpersonal skills: High degree of patience and tact, and must be able to cultivate respectful, strategic, and collaborative relationships with people from diverse backgrounds; both internally and externally. * Hold yourself and others accountable for a high level of performance and integrity. * Must be able to work in a challenging environment where constructive feedback from others is encouraged. * Have an understanding and awareness of worker rights impacting SAG-AFTRA members. * Must maintain regular and acceptable attendance at such level as is determined at SAG-AFTRA’s sole discretion. * Must be available and willing to work extended hours per day or per week, including weekends and holidays, as SAG-AFTRA determines is necessary to meet its business needs. * Must be available and willing to travel to such locations and with such frequency as SAG-AFTRA determines is necessary or desirable to meet its business needs. * determines is necessary or desirable to meet its business needs. * Minimum of 5 years of supervisory or management experience in a customer service or call center environment required. * Fluency in Spanish, both in verbal and in writing form is preferred. * Undergraduate degree preferred but not required. * Experience in a union environment a plus. * Bachelor’s Degree preferred, but not required.

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