Division Manager - Office of Retirement Services, Benefits Division

City of San Jose•San Jose, CA

10d•Hybrid

About The Position

The City of San José, the Capital of Silicon Valley, is the center of cultural, government, and economic activity for the region. City employees have embraced the values of Integrity, Innovation, Excellence, Collaboration, Respect, and Celebration. The Office of Retirement Services (ORS) is seeking an individual whose professional values align with the City’s commitment to public service. The mission of the ORS is to deliver accurate and timely retirement benefits and services while prudently managing the assets entrusted to us with integrity, accountability, and a long-term vision. The ORS administers two legally distinct defined benefit retirement systems for City of San José employees. Each system is governed by a separate Board of Administration with fiduciary responsibility for its respective retirement system. Together, the systems have combined assets exceeding $10 billion and serve more than 16,000 active members, retirees, beneficiaries, inactive members, and deferred vested members. The ORS has 46 permanent staff positions across Investments, Benefits, Accounting, Information Technology, and Administration. The Benefits Division includes 19 permanent employees who administer pension, disability retirement, survivor benefit, retiree health, Medicare, customer service, and member communication programs. For more information about the ORS, please visit the ORS website.

Requirements

A Bachelor’s Degree in a closely related field.
Six (6) years of progressively responsible directly related experience, including three (3) years of supervisory experience.
Valid CA Driver’s License
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 requires the handling of confidential personal, medical, financial, employment, and retirement information.
The selected candidate must exercise discretion and maintain appropriate confidentiality.

Nice To Haves

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.
Related leadership experience in public benefits, healthcare, insurance, financial services, regulatory administration, or another complex operational environment.
Ability to lead complex operations and develop the specialized knowledge required to administer public retirement programs.

Responsibilities

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.
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.
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.
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.
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.
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.
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.
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.
May require occasional travel for meetings, training, conferences, or other business purposes.