1814 Benefits Supervisor - Member Services - San Francisco Employees' Retirement System (00101403)
City and County of San Francisco · San Francisco, CA, United States · Posted Jul 2, 2026
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What We’re Looking For
Under the general direction of the Member Services Manager, the Benefits Supervisor supervises the day-to-day operations of the Member Services Unit and provides second-line supervision to analytical and technical staff responsible for administering retirement benefits and delivering member services. The incumbent oversees retirement counseling, retirement application processing, benefit calculations, member correspondence, and customer service operations; ensures compliance with applicable laws, regulations, Board policies, and departmental procedures; develops and implements operational improvements to enhance service delivery and efficiency; and serves as a technical resource and advisor on complex retirement benefit matters. The Benefits Supervisor promotes a collaborative, high-performing work environment while ensuring the delivery of accurate, timely, and responsive service to SFERS members, beneficiaries, retirees, and participating employers. Examples of primary duties may include:
Train, evaluate, supervise and direct a major unit of professional analysts and technicians in an assigned employee benefits program.
Review Charter, Federal, State and City laws and regulations and pending legislation to determine its applicability to San Francisco Employees' Retirement System.
Document existing business processes and procedures. Assist management in developing and implementing new operational procedures to accommodate legislative changes.
Assist management in monitoring operational procedures to enhance workflow and program effectiveness. Identify and resolve issues or problems. Research to determine causes of issues or problems and recommend solutions. Communicate outcomes to members verbally and in writing.
Coordinate with Operations, Benefits, Information System, Accounting, Actuary and Business Services Division to gather and analyze data, to make payments and to manage pension administration; participate in information systems design, development, testing and implementation. Identify and resolve problems including performing research to determine causes of issues and recommending solutions. Communicate outcomes to members verbally and in writing.
Prepare and present oral presentations regarding the San Francisco Employees' Retirement System. Develop content for member educational webinars and videos.
Manage complex special projects.
Contact City departments, employees, employee's representatives, other government agencies and various private entities to furnish and/or obtain information on complex pension related matters.
Manage and monitor business processes and workflow to ensure quality and timeliness of work product and resulting service to members. Identify operational procedures that can be improved and bring those to the attention of management.
Collect and analyze data in order to develop and present detailed reports to management on various operational matters including statistical reports.
Qualifications
Education :
Possession of a baccalaureate degree from an accredited college or university.
Experience :
Four (4) years of experience administering employee benefit programs.
This experience must include two (2) or more years of senior level work in the administration of employee pension and death benefits programs, including knowledge of applicable federal/state/City laws and associated legal terminology.
Substitution :
Additional experience may be substituted for education on a year-for-year basis.
How to stand out :
Desirable Qualifications:
The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.
The Member Services Unit Supervisor should have demonstrated experience working with the public/pension system members to answer individualized pension related questions, in addition to being able to supervise staff processing retirement applications and pension benefits in a high-pressure high-volume work environment. The Member Services Supervisor must be able to prioritize multiple competing work priorities.
Minimum of four (4) years verifiable experience with employee retirement benefit programs involving analysis of data for counseling and benefit calculations with a public sector retirement and/or pension plan or experience with a defined benefit plan or defined contribution plan.
Minimum of two (2) years verifiable supervisory experience in benefit administration or in a customer service focused environment.
Working knowledge of PeopleSoft.
Working knowledge of Microsoft Office products, including Word, Excel, Outlook, PowerPoint, and Teams. Demonstrated proficiency in using Excel for complex calculations and tracking preferred.
Strong oral and written communication skills.
Verification
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is require…