Manager of People, Communications and Member Services

Summary

Description

The Manager of People, Communications, and Member Services plays a pivotal role in
fostering team development and enhancing organizational culture. This position is
responsible for leading the overall development, administration, coordination, and
evaluation of human resources, communications, and member services functions. With
a strong emphasis on building cohesive and high-performing teams. This role promotes
collaboration, supports professional growth across the organization and aligns team
efforts with YVEA's strategic goals. Additionally, the Manager oversees key initiatives
that enhance our brand message and member engagement and further strengthen
internal and external communications.

Key responsibilities

• Collaborate with senior leadership in developing, implementing, and evaluating HR
  and talent management strategies to achieve the organization's vision, mission, and
  goals, ensuring stakeholder value.
• Maintain knowledge and application of relevant employment laws at national, state,
  and local levels to ensure organizational compliance. Educate and advise
  management staff on HR-related legal and regulatory matters, ensuring HR
  practices, programs, and policies are aligned. Ensure proper and secure
  maintenance of personnel, medical, and other employment files and records.
• Provide employees and management staff with guidance on the employment
  relationship, organizational requirements and expectations, and employee rights and
  responsibilities through comprehensive employment policies in handbook format. Aid
  the management team in understanding and consistent application. Develop and
  administer practices to confirm dissemination of handbook information and
  understanding of responsibilities.
• Mitigate legal risk to the organization through proactive training and education and
  consistent processes for managing conflicts with and between employees, handling
  and investigating complaints of harassment/discrimination, and other unjust practice
  allegations.
• Collaborate with the HR team and stakeholders to develop employee engagement
  strategies, identify ways to increase productivity and staff retention, provide staff with
  regular feedback and coaching, support recommendations and actions with appropriate documentation, and promote an attractive and coherent organizational
  culture.
• Administer a competitive, transparent compensation system aligned with
  organizational culture to attract and retain talented staff; assist supervisors with
  application and learning curve analysis and development as appropriate. Review
  compensation market data, monitor pay practices, proactively address issues, and
  ensure programs align with the total compensation philosophy.
• Lead the management team and bargaining committee in establishing objectives
  and priorities for the labor agreement consistent with company needs, goals, and
  values. Assist the labor attorney in leading collective bargaining with the union's
  bargaining committee.
• Direct and develop member service call center, service coordination, and member
  support supervisory and training personnel and functions; act as a resource.
• Manage member service training and quality assurance programs to ensure high-quality
  member service and engagement.
• Lead communication efforts related to rate/tariff changes, ensuring clarity for
  members, staff, and regulators.
• Ensure optimal member service through real-time and historical phone queue
  monitoring and call mentoring.
• Maintain member service supervisory coverage; aid in the provision of member
  service staffing during storm events; develop and maintain a supervisor on-call
  rotation schedule for after-hours outage support.

Please review the job description for detailed information regarding the role, responsibilities, and qualifications.

Key experience

• Proficiency with HR programs, strategies, functions, business acumen and
  leadership demonstration, typically attained through a bachelor's degree in HR,
  Business, or a related field and five or more years of experience within a utility or
  a related field.
• Three or more years of management experience.
• Proficient in public relations, communications within the electric utility industry
• Proficient understanding of electric cooperative business practices, principles,
  and procedures.
• SHRM-CP, PHR, or higher certification highly desired.
• Broad Human Resource experience with understanding software development
  and HR technical platforms.
• Proficient with labor relations and mediation techniques, policy/handbook
  development, interpretation, and administration.
• Proficient with employment laws and other compliance issues, related programs,
  reporting and record keeping requirements.
• Proficient with union relations including collection bargaining, labor agreement
  interpretation and administration, and grievance avoidance and resolution.
• Competent with Microsoft Office: Excel, Outlook, Word, PowerPoint.

Key skills

• Excellent written and verbal communication skills, with the ability to communicate
  with diverse audiences (employees, board, members, and community).
• Proven ability to lead teams, manage cross-departmental projects, and build
  relationships with internal and external stakeholders.
• Ability to handle multiple, shifting priorities and adapt to a rapidly evolving energy
  landscape.
• Demonstrated ability to independently analyze and resolve complex, undefined,
  or novel challenges. Skilled at navigating ambiguous situations with minimal
  guidance, applying creative and strategic thinking to develop effective solutions
  across diverse and unrelated tasks.
• Ability to act with integrity, professionalism, and confidentiality.
• Possess or develop within one year, an understanding of the Cooperative's
  Board Policies, Rules and Regulations, Bylaws and Articles of Incorporation.