Benefits Manager

Internal applicants must apply by April 2nd, 2026

SUMMARY

The Benefits Manager is responsible for managing the Benefits Department that consists of two functional units: Benefits Claims and Purchase of Service. These units are responsible for the prompt and accurate processing and payment of all retirement, death, refund, voluntary additional and purchase of service claims/applications. This position is also the Business Process Owner (BPO) responsible for the design, coordination, deployment, and ongoing improvement of the Events Core Business Process.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for department performance in the prompt and accurate processing and payment of all retirement, death, refund, voluntary additional and past service claims/applications.
• Responsible for short\-term and long\-term operational strategy for the department including budgeting, policy development, interpretation, and implementation; performance standards, and user support for system implementation.
• Responsible for hiring, performance management, terminations, promotions, and training and development for all Benefits staff; Develop strategies to successfully hire, on\-board and retain employees who have a strong technical capability, fit the IMRF culture, demonstrate our Values, and exhibit a positive attitude.
• Utilize business and financial acumen to drive operational excellence by combining progressive and innovative ideas of Benefits Administration best practices to support achievement of the organization's Vision, and Strategic Objectives.
• Support IMRF's Journey of Excellence through an understanding of the Baldrige Framework, participation in the necessary application processes, working on Key Approaches, and other duties as assigned.
• Foster a positive culture in support of our Values, individual accountability, and workforce engagement goals.
• Manage, motivate, and develop the Benefits team; Oversee the Benefits team in the continuous development and improvement.
• Responsible for management, monitoring, and oversight of the process for the preparation of manual lump sum and annuity estimates.
• Participate as a Control Owner for both the SOC 1 Type 2 and Financial Audits as it relates to Benefits department claims. Compile and provide evidence and meet with auditors as requested.
• Work closely and collaborate with Human Resources and the Senior Leadership team to assure that the Benefits staff and their capabilities align with our business strategy.
• Responsible for coordinating the Benefit Review Committee meeting agenda, materials minutes and reports with the IMRF Legal Department
• Coordinate the implementation of Board resolutions and Legal Interpretations that affect the administration of IMRF benefits, working with the Legal Department to ensure compliance with the Illinois Pension Code.
• Review proposed publications, policy changes, and responses given to IMRF employers and members, as requested.
• Responsible for handling complex claim situations that may require consultation with members, employers, and attorneys; Negotiate mutually agreeable solutions that are within the guidelines provided by the Benefit Review Committee, Board of Trustees, and the Pension Code.
• Participate on the Benefit Oversight Committee.
• Act as a liaison between Benefits staff and various projects teams to foster communication and implementation of various new systems, software, hardware, and processes.
• Represent IMRF on the Reciprocal Task Force Committee, which reviews pension issues and provides recommendations regarding the administration of the Illinois Reciprocal Act to the Executive Directors of various reciprocal systems.
• Provide assistance to other departments, by composing and/or reviewing proposed publications, policy changes, and responses given to IMRF employers and members.
• Business Process Owner (BPO) responsible for the design, coordination, deployment and ongoing improvement of the Events Core Business Process (Retirement, Refund/Termination, Death, Voluntary Additional, Disability, QILDRO) to include:

o Ensuring our Business Process Reengineering (BPR) efforts align with and support IMRF's deployment of the Baldrige Criteria, and result in enhanced end\-to\-end processes that achieve our Customer Service Goals and provide excellent service for our membership.

o Ensuring that the revised business process maintains or enhances IMRF adherence to the identified COSO control objectives.

o Directing how business changes are to be implemented.

o Driving change through the organizational hierarchy.

o Establishing performance measures, performance targets, and reporting processes for monitoring and continually improving overall customer service and process performance.

• Other responsibilities as assigned

SUPERVISORY RESPONSIBILITIES

• This position has two direct reports (one Benefits Supervisor and one Business Solution Analyst); indirect reports including Analysts, Senior Claims Examiners, Claims Examiners, and Staff Assistant.
• Responsibilities include: interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and developing employees; carrying out corrective performance management steps as needed; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE REQUIRED

Bachelor's degree (BA or BS) from a four\-year college or university is required. A business major is strongly preferred

At least five years of experience providing customer service, in any of the following positions:

• Direct Contact with customers \& clients via telephone and/or face\-to\-face
• Processor of group or individual benefits (such as pension or disability)
• Administration of pension plan benefits

Two to three years of supervisory or managerial experience in a customer service environment. Supervisory or managerial experience of claim processing preferred

Excellent leadership skills

Other Qualifications

• Exceptional written and oral communication skills needed, including experience delivering presentations to Senior Leaders and/or the Board of Trustees.
• Strong report creation and report writing skills.
• Strong Microsoft skills.
• Track record of leadership, mentoring, and development of a Benefits team.
• Track record of success in influencing process and results within a team\-based, cross\-functional and complex environment.
• Desire to earn and maintain the trust, credibility, and confidence of all leaders to generate support for change among peers and Benefits staff.
• Experience with the administration of pension plan benefits is preferred.
• Experience with the Baldrige Criteria of Performance Excellence, a Balanced Scorecard strategy, and continuous process improvement is preferred.
• Must have exceptional customer service skills, including the ability to handle complaints and issues with the utmost professionalism

SALARY AND BENEFITS

The expected annual salary range for this role is $117,844\-$129,628\. Please note the salary information is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations. The range listed is just one component of IMRF's total compensation package for employees.

Other factors include the following benefits:

• Pension, death, and disability benefits as a member of IMRF
• Generous insurance benefits, including medical and dental
• 35\-hour base work week, Monday\-Friday. Ability to work one day remote, per week, after 6 months of hire.
• Paid vacation, paid sick, 12\-13 paid holidays and 2 personal days
• Tuition reimbursement
• Business casual attire