The Policyholder Services Division (PSD) Manager position is in the Philadelphia Regional Office and Insurance Center, Philadelphia, PA. The Policy Services Division services accounts for all Veterans participating in the Department of Veterans Affairs Insurance programs and has a significant impact on the Nationwide delivery of service to policyholders.

Duties

The incumbent serves as the Policyholders Services Division (PSD) Manager of Philadelphia Veterans Affairs Regional Office and Insurance Center, Philadelphia, PA. The Insurance PSD provides life insurance benefits for Veterans and their beneficiaries nationwide. As the PSD Manager, duties include but are not limited to: Manages the Insurance PSD operations daily, using leadership and delegated authority to make decisions impacting those operations, to include the centralized toll-free phone activity of VA's Life Insurance Programs. Responsible for the provision of information, advice, and assistance on VA Insurance benefits to customers who contact the VA Insurance Center, as well as Congressional, White House, and other external stake-holders. Serves as a resource to senior Insurance program managers in the planning and decision-making process by preparing comparisons of alternative methods of achieving program objectives. Analyzes and evaluates, on a quantitative or qualitative basis, the effectiveness of programs or operations in meeting established goals. Forecasts Division workload by sub-unit and function in order to plan, budget and provide for adequate staff, space, equipment and training in light of budgetary constraints and rapid technological changes in insurance and cash processing methods. Responsible for personnel actions such as filling vacancies, evaluating and reviewing employee performance, responding to employee suggestions, complaints and grievances. Promotes and maintains cooperative relations with Regional Office officials, as well as local union representatives. Works collaboratively with other Insurance divisions, including participating fully on teams, sharing resources when needed, and providing and being open to feedback and recommendations across Insurance elements.

Requirements

• You must be a U.S. citizen to apply for this job
• Selectees are subject to a background/suitability investigation
• Selective Service registration is required for males born after 12/31/1959
• A probationary period may be required for employees and supervisors

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. Time-in-grade: Applicants who are/were federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements. For a GS-14 position you must have served 52 weeks at the GS-13 level. To support your claim of time in grade, you must submit your most recent appointment, promotion, or within grade increase SF-50 (not an award or general adjustment SF-50). Some applicants may have to submit more than one SF-50 to demonstrate their eligibility. See the required documents section for more information. Specialized Experience: To be creditable, specialized experience must have been equivalent to at least the next lower grade level (GS-13) in the normal line of progression for the occupation in the organization. Specialized experience is characterized by a thorough knowledge of general laws affecting the execution and management of policy for the United States Federal Benefit Programs. Also, familiar with customer call center techniques, such as "Signature Service", silent monitoring, quality report cards for calls and specially designed training (e.g. grief counseling, etc.). IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume does not support your questionnaire answers, we will not allow credit for your response(s). If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the competencies; completion of a work sample, and/or be contacted for an interview. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. The Office of Personnel Management's group coverage qualification standards, associated individual occupational requirements (IOR), and individual qualification standards covering white collar occupations in the Federal competitive service can be found here.

Education

There is no educational substitution for the GS-14 level.

Contacts

• Address Philadelphia VBA Regional Office 5000 Wissahickon Ave Philadelphia, PA 19144 US
• Name: Ayesha Kelly
• Phone: 726-209-4429
• Email: [email protected]