Provides management support for the Project Manager. Serves as primary point of contact for an assigned workflow responsible that supports the Thrift Savings Plan (TSP) benefits administration, exceptions and court orders, benefits payment support, intake and customer service and special processing functions. Maintains staffing plan, assign casework and manage activities to ensure project/program requirements are met. Meets and confers with Federal Retirement Thrift Investment Board (FRTIB) staff on case specific activities. Resolves problems, issues or conflicts and identifies risk along with recommended mitigation strategies. Develops, implements and evaluates processes and procedures; monitors service levels; provides technical advice and/or supervision to staff; conducts customer meetings and is primarily responsible for customer communications as related to the team’s daily work requirements. Collaborates with other contract leaders to identify and implement optimizations in workflows, processes, resource and change management, and other program and project area within the FRTIB Operations Center. Ensures consistency of communication to the client and other stakeholders, standardization of memoranda and support of day to day operational tasks and issues requiring client or other stakeholder intervention. Performs other related work as required.
Bachelor’s Degree (7 years relevant progressive supervisory experience may be substituted for a degree)
Minimum 5 years relevant supervisory experience.
Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. Military, numerous U.S. Federal Civilian Agencies, the Intelligence Community, the Government of Canada, State and Local Governments, and Commercial Clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco''s people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).