Retirement Specialist Supervisor (Member Services)

The Position

Under general direction, the Retirement Specialist Supervisor plans, organizes, supervises, coordinates, and evaluates assigned service retirement operations within the Member Services Department. Reporting to an assigned Member Services Manager, this position provides direct supervision, leadership, coaching, and accountability for assigned Retirement Specialists and the Senior Retirement Specialist. The work of assigned staff includes service retirement counseling, application processing, consultation appointments, and member education and outreach activities. This position may assist in supervising other Member Services staff as operational needs require.

The incumbent is responsible for ensuring timely and accurate service retirement administration, maintaining high standards of member service, monitoring operational performance, and fostering a culture of accountability, continuous improvement, and professional excellence. This position ensures compliance with applicable laws, Board policies, and departmental procedures while supporting SBCERA's mission, strategic plan, and core values.

Distinguishing Characteristics

The Retirement Specialist Supervisor is a first-line supervisory classification responsible for directing the day-to-day activities of assigned Retirement Specialists and the Senior Retirement Specialist within the Member Services Department. The incumbent supervises staff responsible for service retirement counseling, benefit estimate support, application processing, consultation appointments, member education and outreach, and related member service functions.

This position exercises independent judgment in assigning work, monitoring productivity and service levels, evaluating employee performance, resolving operational issues, coordinating coverage, and implementing workflow improvements. The incumbent is accountable for maintaining service levels, quality standards, staff development, operational efficiency, and a positive, member-focused team environment while supporting departmental goals and organizational priorities.

SBCERA Core Values in Action Every employee is expected to model SBCERA's core values by acting with integrity, embracing accountability, collaborating across teams, and striving for professional excellence in service to our 50,000+ members and beneficiaries.

Examples of Duties

Duties may include, but are not limited to, the following:

1. Plan, organize, assign, supervise, review, and evaluate the daily work of Retirement Specialists and the Senior Retirement Specialist.
2. Provide leadership, coaching, mentoring, and technical guidance to assigned staff while promoting accountability, teamwork, professionalism, and continuous learning.
3. Monitor employee productivity, workload distribution, service levels, processing timelines, key performance indicators, and quality standards to ensure efficient service retirement administration.
4. Conduct regular performance discussions, including required monthly one-on-one meetings; prepare performance evaluations; establish performance expectations; recognize accomplishments; address performance deficiencies through coaching, counseling, and corrective action as appropriate.
5. Coordinate work assignments, balance workloads, and ensure appropriate office, phone, appointment, and event coverage to maintain efficient operations and excellent member service.
6. Coordinate and participate in service retirement counseling, consultation appointments, including complex or sensitive appointments, member education and outreach activities, employer-requested events, new employee orientation, retirement seminars, and group consultations; present information directly as needed and coach assigned staff on effective presentation, facilitation, and member communication skills.
7. Develop, coordinate, oversee, and deliver onboarding and ongoing staff training to ensure consistent application of applicable laws, policies, procedures, and member service standards.
8. Review work completed by assigned staff to ensure accuracy, consistency, quality, document completeness, compliance, and adherence to established policies, procedures, and regulatory requirements, including completed service retirement work before release for benefit payment processing by Fiscal Services.
9. Serve as the primary escalation point for complex member questions, retirement benefit issues, and sensitive service matters requiring advanced analysis, sound judgment, and professionalism; resolve issues within assigned authority and escalate matters as appropriate.
10. Analyze operational data, workload trends, processing times, quality measures, key performance indicators, and other performance metrics; prepare reports and recommend operational improvements.
11. Collaborate with management to develop, implement, and monitor procedures, performance expectations, service standards, and operational objectives related to assigned service retirement operations.
12. Identify opportunities to improve workflows, eliminate inefficiencies, standardize processes, and enhance member service through continuous improvement efforts.
13. Participate in testing and implementation of pension administration software enhancements, business process improvements, automation initiatives, and other technology projects affecting assigned service retirement operations.
14. Ensure assigned work is performed in compliance with applicable laws, regulations, Board policies, administrative procedures, departmental standards, and service expectations.
15. Foster positive working relationships with other departments, employers, and other parties as needed to ensure coordinated and efficient member service delivery.
16. May assist management with providing backup supervisory support to other Member Services teams and coordinating cross-functional activities during periods of increased workload, special projects, or employee absences.
17. Perform other related duties as assigned.

Minimum Qualifications

A combination of education, training, and experience that demonstrates the required knowledge, skills, and abilities may be qualifying. A typical way to obtain the required qualifications would be:

Knowledge of:

• SBCERA's mission, strategic pillars, and core values of Integrity, Accountability & Transparency, Commitment, Effectiveness, Professional Excellence, and Collaboration.
• Principles and practices of employee supervision, including work planning, performance management, coaching, counseling, training, evaluation, and progressive discipline.
• Public retirement administration principles, practices, and procedures.
• County Employees Retirement Law of 1937 (CERL), Public Employees' Pension Reform Act (PEPRA), and other applicable retirement laws and regulations.
• Retirement counseling techniques and member service best practices.
• Performance measurement, workload analysis, quality assurance, and operational reporting.
• Business process improvement and Continuous Improvement principles.
• Pension administration systems, Microsoft Office applications, and other business technologies.
• Effective communication, conflict resolution, and customer service principles.

Skill to:

• Apply SBCERA's core values of Integrity, Accountability & Transparency, Commitment, Effectiveness, Professional Excellence, and Collaboration in daily work and supervisory responsibilities.
• Lead, motivate, coach, and develop employees.
• Plan, organize, prioritize, coordinate, and monitor work activities.
• Monitor productivity, service levels, and operational performance.
• Analyze workflows and implement process improvements.
• Interpret and apply applicable laws, regulations, policies, and procedures.
• Prepare reports and analyze operational metrics, workload trends, and key performance indicators.
• Communicate effectively orally and in writing, including presenting information clearly to groups.
• Build collaborative working relationships with internal departments, employers, and other stakeholders as needed.

Ability to:

• Model SBCERA's core values of Integrity, Accountability & Transparency, Commitment, Effectiveness, Professional Excellence, and Collaboration.
• Supervise, train, motivate, and evaluate assigned staff.
• Establish clear performance expectations and hold employees accountable for results.
• Analyze operational issues and implement practical solutions.
• Organize multiple priorities, monitor workload demands, and meet established deadlines.
• Exercise sound judgment in interpreting and applying applicable laws, regulations, policies, and procedures.
• Resolve sensitive employee and member issues with professionalism, empathy, and discretion.
• Maintain confidentiality of sensitive member, employee, and operational information.
• Promote a positive, accountable, collaborative, and member-focused work environment.
• Adapt to changing priorities, organizational needs, and service delivery expectations.

Education, Experience and License/Certificate A combination of education, experience and license/certificate that would likely provide the required knowledge, skills and abilities may be qualifying. A typical way to obtain the knowledge, skills and abilities would be:

• Education: Possession of an Associate's degree from an accredited college or university with major coursework in Business Administration, Public Administration, Human Resources, Finance, Communications, Behavioral Sciences, or a closely related field is required. A Bachelor's degree from an accredited college or university is desirable. Additional qualifying experience may substitute for education on a year-for-year basis.
• Experience: At least four (4) years of progressively responsible experience in office administration, member or customer service operations, public agency administration, legal office administration, benefits administration, eligibility programs, pension operations, or another environment requiring the interpretation and application of complex policies, procedures, deadlines, and confidential information, including at least two (2) years of supervisory experience. Experience in a public retirement system, benefits administration, eligibility program, legal office, or other public agency program involving complex procedures, eligibility determinations, confidential records, or high-volume service delivery is highly desirable.
• Licenses and Certificates: