0931 Manager III - Member Services Manager

Recruitment #PEX-0931-095878


Receipt of applications may close at anytime, but not before August 30, 2019 by 5:00 PM.

Applicants are encouraged to submit their application immediately.


Appointment Type:

This permanent exempt position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer.

The San Francisco Employees’ Retirement System offers an exceptional opportunity for the right candidates 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 73,000 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. 

Position Description:

The Member Services Division provides front-line interface with active and retired members and their beneficiaries to respond to their questions about SFERS benefits and retirement-related issues.  Under the direction of the Deputy Executive Director, the Member Services Division Manager provides leadership, management, and oversight over SFERS member counseling, survivor benefits, disability application processing, and education and outreach.  The essential functions of this position include:

  • Management and oversight of in-person counseling, email, incoming calls, and member related correspondence to ensure accurate information is provided in a courteous, efficient and timely manner.
  • Collaboration with the Deputy Executive Director, Executive Director and City Attorney’s Office to discuss and resolve complex retirement issues.
  • Establishing policies and procedures for the administration of the Division, ensuring that Division staff is trained in them, and overseeing compliance.
  • Developing and implementing education and outreach programs.
  • Representing SFERS before City and County Departments, employee groups, and representatives from outside organizations and the general public, to provide and exchange information regarding SFERS benefits and member services.
  • Analyzing, preparing, and making written and oral recommendations to the Executive Director, Deputy Executive Director and the Retirement Board regarding member services issues, policies and procedures.
  • Preparing effective written communication to members related to complex benefit issues.
  • Assisting in the development, preparation and monitoring of the Member Services Division budget.
  • Planning, monitoring, evaluating and management of the Division’s daily operations.
  • Working cooperatively and effectively with other SFERS divisions to facilitate processes and procedures to enhance services to SFERS members and beneficiaries.
  • Strategic planning and project management for the Division.

Minimum Qualifications

1.     Possession of a baccalaureate degree from an accredited college or university; AND

2.     Five (5) years of progressively responsible experience in benefit administration or operations, management, legislative/administrative policy analysis, financial analysis, or experience closely related to the position, with at least three (3) years of experience supervising professional staff.

SUBSTITUTION:  Additional qualifying experience may be substituted for the degree requirement on a year-for-year basis for up to two years of the education requirement.

Desirable Qualifications:

  • Demonstrated experience in leading the operations of a member services division in a public pension plan.
  • Demonstrated experience and knowledge of defined benefit administration including supervising staff responsible for the administration of defined benefits plans.
  • Over three (3) years of experience in supervising staff responsible for providing counseling service to members.
  • Demonstrated experience in developing written materials for retirement benefits seminars.
  • Demonstrated experience in managing multiple division in a defined benefits plan.
  • Excellent written and oral communication skills.

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 PEX-0931-095878
  • 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).

Applicants will receive confirmation email that their online application has been received in response to every announcement for which they apply. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received. 

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 recruitment 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


Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview.

Conviction History

As a selected candidate for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a selected candidate. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment.

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:


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


Copies of Application Documents:


Right to Work:


Issued: August 16, 2019

Recruitment No.: 095878

Micki Callahan, Director of Department of Human Resources

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, ranging from 7.5%-13.25% 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.


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