Division Manager - Office of Retirement Services, Benefits Division

Job Description:

Division Manager - Office of Retirement Services, Benefits Division

Description

Our diverse and inclusive workforce of more than 7,000 employees play a key role in the success of San José, the heart of the Silicon Valley. All City of San José employees work together as one team to make San José a vibrant, innovative, and desirable place to live and work. Visit here to learn more about our One Team Leadership Values and Expectations, including quality and excellent customer service and here to learn more about San José.

The City of San José is an equal opportunity employer. Applicants for all job openings will be considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, veteran status or any other consideration made unlawful under any federal, state or local laws. The City of San José is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 408-535-1285, 711 (TTY) , or via email at [email protected] .

About the Department

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

Position Duties

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.

Minimum Qualifications

Education

A Bachelor’s Degree in a closely related field.

Experience

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.

Other Qualifications

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] .

Additional Information:

Employment Eligibility: Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor, represent or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application.

You must answer all job-specific questions to be considered for this vacancy or your application will be deemed incomplete and withheld from further consideration. Applicants are expected to write their own essays/responses.

Please note that applications are currently not accepted through CalOpps or any other third party job board application system.

This recruitment may be used to fill multiple positions in this, or other divisions or departments. If you are interested in employment in this classification, you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment.

Please allow adequate time to complete the application and submit before the deadline or the system may not save your application. If your online application was successfully submitted, you will receive an automatic confirmation email to the email address you provided. IF YOU DO NOT RECEIVE THE CONFIRMATION, please email [email protected] and we will research the status of your application.

AI and the Hiring Process

We recognize that Artificial Intelligence (AI) is becoming part of daily life and can be a valuable tool for learning, research, and professional growth. We encourage candidates to use AI responsibly as a support in preparing application materials, live assessments, and interviews. However, we value authenticity, accuracy and truthfulness. Application responses and interview answers must reflect your own knowledge, skills, and experiences. While AI can supplement preparation, it cannot replace the originality and judgment we look for in our employees. This ensures fairness, transparency, and equity for all applicants in the hiring process.

The City of San Jose offers a wide range of core health benefits including Medical, Dental, Vision, Employee Assistance Program, Life Insurance, Disability, and Savings Plans. Please visit the City's benefits pagefor detailed information on coverage, cost, and dependent coverage.

For information on the City’s Retirement Plan(pension for full-time employees), please visit the Office of Retirement Services website. You will be able to view information based on different Sworn/Federated job classification.

In additional to the benefits above, there is an additional perks siteto explore further benefits of working for the City of San Jose like paid leave, educational reimbursements, and holiday pay are specific to the job classification and union membership.

Closing Date/Time: 8/24/2026 11:59 PM Pacific

Salary:

$146,901.30 - $232,531.00 Annually