Division Manager - Office of Retirement Services, Benefits Division

The ORS is seeking to fill one full-time Benefits Division Manager position. The position reports to the Deputy Director, who serves as the Chief Operations Officer.

The salary range for this classification is $146,901.30 - $232,531.00.  

This salary range includes an approximate five percent (5%) ongoing non-pensionable compensation. Actual salary shall be determined by the final candidates’ qualifications and experience. 

The Benefits Division Manager is the senior leader responsible for the Benefits Division and serves as a key connection among Benefits operations, the Chief Operations Officer, the Chief Executive Officer, City Administration, and the two Retirement Boards. The position leads 19 permanent employees, including four direct reports: the Benefits Program Manager, Senior Health Analyst, and two Senior Pension Analysts.

This is a significant leadership opportunity focused on member service, operational excellence, organizational continuity, staff development, governance support, and reliable administration of retirement and health benefits. The Benefits Division serves members and their families during some of the most consequential moments of their careers and lives.

The Benefits Division Manager will be responsible for the following:

Benefits Program Administration

• Provide senior leadership for pension, disability retirement, survivor, retiree health, Medicare, and related member service programs.
• Ensure accurate, timely, and consistent administration in accordance with applicable laws, plan provisions, Retirement Board direction, City requirements, policies, and procedures.
• Resolve complex or sensitive benefit matters and improve service quality, efficiency, accountability, and operational results.

People Leadership and Division Management

• Lead and develop a multi-disciplinary division of 19 employees through four direct reports.
• Establish priorities, performance expectations, service standards, accountability, and effective allocation of staff and resources.
• Build organizational capacity through coaching, delegation, cross training, succession planning, and professional development.

Procedures, Compliance, and Internal Controls

• Establish and maintain procedures, internal controls, quality assurance, and risk management practices across Benefits Division operations.
• Ensure compliance with applicable laws, codes, Retirement Board direction, City requirements, and administrative standards.
• Coordinate audits, corrective actions, documentation, and operational reporting.

Member Service and Communications

• Set expectations for responsive, accurate, respectful, and accessible service to members, retirees, beneficiaries, survivors, and other stakeholders.
• Provide leadership for member education, communications, and the resolution of sensitive service matters.
• Use service trends and feedback to improve the member experience.

Pension Administration System and Business Led Technology

• Serve as the senior Benefits Division business leader for the pension administration system and related technology.
• Promote business priorities and provide leadership and accountability for system improvements implemented by benefit staff, Information Technology, and vendors.

Budget, Contracts, Procurements, and Vendors

• Develop and manage the Benefits Division budget, contracts, procurements, and vendor relationships.

• Align resources and expenditures with priorities and monitor performance, compliance, and financial commitments.
• Prepare recommendations for executive management consideration.

Retirement Board and Executive Support

• Prepare and present reports, recommendations, and other materials to the Retirement Boards, committees, and executive leadership.
• Implement Retirement Board direction, respond to trustee questions, and coordinate follow-up.
• Collaborate with legal counsel, actuaries, auditors, consultants, vendors, City departments, and other stakeholders while exercising sound judgment in a complex governance environment.

Strategic and Organizational Leadership

• Serve on the Office of Retirement Services senior management team and contribute to strategic planning, policy development, resource allocation, risk management, and cross-functional initiatives.
• Lead complex initiatives and organizational change while sustaining reliable operations and effective member service.
• Advance Board approved Strategic Plan priorities.

The position may also require occasional travel for meetings, training, conferences, or other business purposes.

Six (6) years of progressively responsible directly related experience, including three (3) years of supervisory experience.

Certifications:

• Valid CA Driver’s License

Form 700 requirement

This position is designated under the City’s Conflict of Interest Code and/or California Government Code Section 87200 and requires disclosure of certain financial interests through the Statement of Economic Interests (Form 700). Upon hire and annually each spring, the incumbent must also file the Family Gift Reporting Form with Form 700, as required by the California Fair Political Practices Commission (FPPC).

This position follows a hybrid schedule with the majority of the week working in office.

The ideal candidate will demonstrate a combination of the following:

• Senior leadership experience overseeing complex operations in public retirement, employee benefits, healthcare, insurance, financial services, regulatory administration, or a related environment.
• Demonstrated success leading and developing managers, supervisors, professional staff, and support staff.
• Experience improving operations, member or customer service, internal controls, quality assurance, risk management, or technology-supported processes.
• Experience interpreting and implementing laws, regulations, policies, plan provisions, or other governing requirements.
• Experience managing budgets, procurements, contracts, vendors, and organizational resources.
• Experience communicating complex or sensitive matters to governing boards, commissions, executives, employees, customers, or other stakeholders.
• Sound judgment in managing sensitive issues, competing priorities, public accountability, and organizational change.

Direct pension administration experience is valuable. ORS also welcomes candidates with related leadership experience in public benefits, healthcare, insurance, financial services, regulatory administration, or another complex operational environment. The strongest candidates will demonstrate the ability to lead complex operations and develop the specialized knowledge required to administer public retirement programs.

Other Requirements

This position requires the handling of confidential personal, medical, financial, employment, and retirement information. The selected candidate must exercise discretion and maintain appropriate confidentiality.

Competencies

The ideal candidate will possess the following competencies, as demonstrated in past and current employment history. Desirable competencies for this position include:

• Job Expertise - Demonstrates knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies and federal and state rules and regulations.

• Decision Making - Identifies and understands issues, problems, and opportunities; uses effective approaches for choosing a course of action or developing appropriate solutions.

• Fiscal Management - Understands the relationship of the budget and resources to the strategic plan; complies with administrative controls over funds, contracts, and procurements.  

• Leadership - Leads by example; demonstrates high ethical standards; remains visible and approachable and interacts with others on a regular basis; promotes a cooperative work environment, allowing others to learn from mistakes; provides motivational supports and direction.

• Management - Evaluates priorities to ensure the 'true' top priorities are handled satisfactorily; sets clear goals for the employees and the work unit.

• Political Skill - Intaking action, demonstrates an understanding and consideration of how it will impact stakeholders and affected areas in the organization.

• Problem Solving - Approaches a situation or problem by defining the problem or issue; determines the significance of problem; collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.

• Vision/Strategic Thinking – Supports, promotes, and ensures alignment with the organization’s vision and values; understands how an organization must change in light of internal and external trends and influences; builds a shared vision with others and influences others to translate vision to action.

• Communication Skills - Effectively conveys information and expresses thoughts and facts clearly, orally and in writing; demonstrates effective use of listening skills; displays openness to other people’s ideas and thoughts.

Selection Process: 

The selection process will consist of an evaluation of the applicant's training and experience based on the application and responses to all the job specific questions. Only those candidates whose backgrounds best match the position will be invited to proceed in the selection process. Additional phases of the selection process will consist of one or more interviews.

If you have questions about the duties of these positions, the selection or hiring processes, please contact Quynh Doan at [email protected].