Operations Manager – Refund & Service

Minimum Qualifications & Education

• Bachelor’s degree from a four‑year accredited college
• Five years of experience in a supervisory or team leader role
• Seven years of experience in related fields (auditing, claims adjusting, eligibility determination, retirement benefits analysis, or related work)
• Advanced proficiency in Microsoft Office Suite

Preferred Additional Qualifications

• Intermediate knowledge of clerical accounting practices, methods, and terminology

Essential Duties & Responsibilities

• Manage daily operations of the Refund and Service section of Member Services
• Coordinate with internal divisions and external agencies to support member accounts
• Analyze productivity, weekly accuracy reports, and workflow metrics
• Organize and plan staff workloads to meet departmental goals
• Research and resolve complex member issues
• Identify training needs and provide coaching to staff
• Conduct monthly staff meetings to share updates on policies and procedures
• Provide performance evaluations, monthly statistics, and guidance to staff
• Ensure deadlines are met by monitoring attendance and approving leave appropriately
• Process timesheets and support high‑volume workloads during peak periods
• Work overtime as needed
• Assist the Director in their absence
• Perform other duties as assigned

Specialized Duties & Responsibilities

• Ensure timely and accurate processing of weekly, semi‑monthly, and monthly payrolls
• Collaborate with IT to implement new procedures and workflow improvements
• Monitor and assign work items to coordinators and retirement specialists
• Ensure tasks meet the division’s 13‑day standard and 95%–98% accuracy rate
• Process refund applications and confirm documentation completeness
• Provide quality control for coordinator work (refunds, service payments, etc.)
• Send correspondence to members regarding missing or additional information
• Process GSEPS ↔ TRS transfers and review all GSEPS and second‑check payrolls
• Troubleshoot payroll issues and ensure timely distribution of paper checks
• Review unallocated cash receipts; initiate correspondence for address updates
• Process cash receipts, stop payments, voids, replacements, reinstatements, and account adjustments
• Audit refunded accounts and maintain documentation
• Review, process, and quality‑control service purchase payments
• Process service credit adjustments
• Process and quality‑control inactive/lost membership interest adjustments
• Review returned checks and initiate necessary stop payments
• Collaborate with other divisions on complex ERS/GSEPS transfer issues

Knowledge, Skills & Abilities

• Knowledge of retirement system laws, regulations, and TRS operations
• Knowledge of basic office computer systems and GAAP principles
• Strong decision‑making and problem‑solving skills
• Skilled in supervising personnel and managing workloads
• Ability to analyze data and determine benefit accuracy
• Ability to interpret laws, rules, and policies for complex cases
• Ability to communicate effectively with staff and members
• Ability to resolve difficult benefit issues independently and professionally

Core Competencies

• Teamwork
• Customer Service
• Accountability
• Communication
• Judgment & Decision Making

Work Environment

Work is performed in a standard office environment.

Physical Demands

This is a sedentary role, requiring up to 10 pounds of force occasionally or negligible force frequently. The position involves extensive computer and telephone use, requiring close‑vision capability. Occasional walking or standing may be required.