0941 Manager VI - Operational Risk Management & Quality Assurance

SFERS Operational Risk Management & Quality Assurance Manager

Recruitment #PBT-0941-059566



Receipt of applications may close at anytime, but not before Friday, May 12, 2017 by 5:00 P.M.

Applicants are encouraged to submit their application immediately.

This is a Position-Based Test conducted in accordance with Civil Service Rule 111A.

The San Francisco Employees’ Retirement System offers an exceptional opportunity for the right candidate to serve this historic, well established City Department by engaging in interesting and rewarding mission critical work. Established in 1889 as a fund for families and orphans of firefighters and police officers, today the San Francisco Employees’ Retirement System serves more than 58,000 active and retired employees of the City and County of San Francisco and their survivors.

Our Mission

The San Francisco Employees’ Retirement System is dedicated to securing, protecting and prudently investing the pension trust assets, administering mandated benefits programs, and providing promised benefits to the active and retired members of the City and County of San Francisco.

The San Francisco Employees’ Retirement System (SFERS) is one of California’s largest public pension plans, with assets totaling over $21 billion.  SFERS is committed to reduce business risks inherent in retirement systems work through continuous day to day monitoring.  In order to access needs and mitigate various risks, SFERS has a need to develop and implement an operational risk management and quality assurance program.  The incumbent for this new program will develop and implement a systematic approach to identify, measure, monitor, assess, control and report results to management on a continuous basis. Reporting to the Deputy Executive Director, the SFERS Operational Risk Management and Quality Assurance Manager is responsible for formulating, developing, implementing and overseeing the Retirement System’s operational risk management and quality assurance program for the retirement services, administration, finance and accounting, information systems, deferred compensation and human resources divisions.  The SFERS Operational Risk Management and Quality Assurance Manager play a key role in the Retirement System by focusing on the assigned divisions’ business risks and identifying best practices for managing them.  The incumbent will develop and maintain a risk management and quality assurance plan, including policies, procedures, monitoring and evaluation processes for each division in relation to established standards.  The incumbent will work to foster constructive communication, provide feedback to detect and prevent business risks, and discuss solutions.  The SFERS Operational Risk Management and Quality Assurance Manager must be a professional who can exercise sound judgment to complex and sensitive department issues, handle multiple tasks with short deadlines and has excellent communication and interpersonal skills.

The essential functions of the SFERS Operational Risk Management and Quality Assurance Manager include, but are not limited to the following:

  • Design, develop, implement and oversee a comprehensive operational risk management and quality assurance program, including identifying and analyzing risks, evaluating and recommending division controls, recommending control activities, and monitoring and reporting compliance.
  • Lead the Retirement System’s operational risk management and quality assurance efforts and work strategically with Retirement System staff as necessary.  Provide advice and direction to division managers as they develop and implement operational risk management and quality assurance programs.
  • Provide counseling and training to Retirement System staff on matters related to operational risk management and quality assurance within their divisions. Facilitate development of coordinated division policies and resolution of problems.
  • Direct staff to develop and implement standards.
  • Conduct analytical studies of departmental activities to identify, evaluate and analyze risks.  Prepare reports of findings, alternatives and recommendations; identify opportunities for improvement and implements improvements.
  • Maintain current knowledge of operational risk management and quality assurance theories, principles, techniques, best practices, as well as current and pending legislation and developments in the public retirement arena.  Evaluate legislation affecting the Retirement System’s divisions as appropriate. 
  • Oversee assigned staff, including monitoring quality control measures and overall work performance, conduct performance reviews, mentor staff for professional development, and train staff for operational efficiency. 

Minimum Qualifications

  1. Possession of a bachelor’s degree from an accredited college or university; and
  2. Five years of progressively responsible management experience working in the field of risk management and quality assurance demonstrating knowledge of risk management policies and best practices; or
  3. Five years of progressively responsible experience in the supervision of retirement system activities with a large and complex system with a strong emphasis on quality assurance; and
  4. Two years of supervisory experience.

Desirable Qualifications:

  • Demonstrated experience managing the risk management and quality assurance activities in a public retirement system.
  • Demonstrated experience in making recommendations and presenting them clearly in writing or orally to high-level executives/officials.
  • Public sector experience in risk assessments and risk management.  


How To Apply

Applications for City and County of San Francisco jobs are being accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

  • Select announcement PBT-0941-059566
  • Select “Apply” and read and acknowledge the information
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com).

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications. Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores. If you have any questions regarding this recruitment or application process, please contact the examination analyst, Grace Tam, by telephone at 415-487-7028, or by email at Grace.Tam@sfgov.org.

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 required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco

Selection Procedures

Management Test Battery: (Weight: 40%)

Candidates will be invited to participate in a computer-based examination designed to measure competencies in job-related areas which may include but not be limited to: Problem Solving; Leadership; Decision Making; Interpersonal skill; Human Resources Management; Team Building; Communication; Conflict Management and Process Improvement. For more information about this Management Test (and a suggested reading list) please visit: http://www.sfdhr.org/index.aspx?page=343.  A passing score must be achieved on the Management Test Battery to continue in the selection process.

A passing score must be achieved on the Management Test Battery in order to continue in the selection process.

This is a standardized examination and, therefore, test questions and answers are not available for public inspection or review.

Scores attained on the Management Test Battery will be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take the Management Test Battery. The Management Test Battery may be used for many other classes; therefore your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the selection process for the future announcement is held within one year of the date of this examination and it includes the Management Test Battery, your score will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the Management Test Battery. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which the Management Test Battery is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

Supplemental Questionnaire Evaluation: (Weight: 60%)

Candidates will be prompted to complete a supplemental questionnaire as part of the online employment application. The Supplemental Questionnaire Evaluation is designed to measure knowledge, skills and/or abilities in job-related areas which may include but not be limited to: knowledge of procedures and reports required for compliance with federal and state regulations; knowledge of general laws and regulations governing pension operations; knowledge of current internal control standards and current legal and regulatory compliance standards; knowledge of benchmarking and statistical sampling techniques, project management and quality assurance techniques; knowledge of process improvement methodologies and audit methodologies; knowledge of management principles and practices applicable to government functions, programs and processes; knowledge of policy and procedure formulation and implementation; and knowledge of technology and trends in the profession; customer service objectives and strategies; and written communication skill.

Candidates must achieve a passing score on both the Management Test Battery and the Supplemental Questionnaire Evaluation in order to be ranked on the eligible list.

Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process. Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

The eligible list resulting from this examination is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

Certification: The certification rule for the eligible list resulting from this examination will be Rule of the List. The department may administer additional selection procedures upon certification in order to make a final hiring decision.

The duration of the eligible list resulting from this examination process will be of 12 months, and may be extended with the approval of the Human Resources Director.

Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=21246. Search that document by title or job code to see which departments use the classification.

Disaster Service Workers


All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.


Reasonable Accommodation Request:

Veteran’s Preference:

General Information concerning City and County of San Francisco Employment Policies and Procedures:

Copies of Application Documents:

Right to Work:

Seniority Credit in Promotional Exams:

Position Based Testing:

Terms of Announcement and Appeal Rights:
Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf. The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

Combined Promotive and Entrance
Issued: May 1, 2017
Recruitment No.: 059566
Micki Callahan, Director
Department of Human Resources
Team: RET/GT (415) 487-7028



All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, typically 7.5% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.

Powered by JobAps