Duties

Internal and External Knowledge Sharing & Quality of Data

• Lead and supervise staff in the Bureau and provide on-the-job training and professional guidance to teach them to think and examine cases from a global perspective.
• Work as a team member, including training, answering questions and sharing knowledge with fellow employees and attending meetings.
• Promote staff development, cross-training and coaching to staff within the Bureau to develop creative and innovative approaches to resolving issues where established procedures have not been successful.
• Manage staff conducting Division-wide data quality reviews.
• Work with Division staff to develop, reinforce and/or communicate policies and controls designed to ensure the accuracy and completeness of retirement data.
• Collaborate with operational bureaus to understand and triage their inventory of data quality issues. 
• Facilitate an understanding of why data errors occurred and prevent them from recurring.
• Make recommendations based on analyses to reduce data errors in the future (i.e., staff training, procedural updates, system validations, etc.)

Quality Assurance Reviews

• In line with PIB’s mission, manage the quality assurance effort to improve the efficiencies of Division bureaus’ case processing and ensure retirement data is accurate, complete, and reliable within the Division.
• Have a strong knowledge of all Division’s processes including membership, retirement, arrears, tier reinstatement, and benefit calculations and be able to apply this knowledge to identify errors and alert management to systematic problems that cause errors.
• Apply knowledge of the Retirement and Social Security Law (RSSL), New York State Codified Rules and Regulations (NYCRR), policies and procedures that govern the Retirement System in an effective manner to correct errors, improve the efficiency and effectiveness of the staff’s work and prevent future discrepancies.
• Effectively communicate with and provide feedback to the Division bureau’s management and staff regarding the need to add or clarify policies or procedures where necessary to resolve identified issues.
• In the absence of adequate governing criteria, work with Division Bureau management to add or clarify policies or procedures necessary to resolve cases.
• Proactively identify and monitor new issues that should be reviewed and/or addressed by PIB. Assess the risks of non-compliance and work with Division Staff to develop a strategy for ensuring compliance.
• Determine nature and diagnose the causes of complex problems and facilitate the resolution.
• Work with all levels of staff from originating and affected bureaus to correct errors and/or resolve deficiencies and address backlogs.
• Collaborate with the data analytics team to extract data relevant to business processes being reviewed.
• Collaborate with bureaus to improve business processes based on quality assurance review results. 

Inquiries, Referrals and Unprecedented Cases

• Work collaboratively with other Bureau staff and Bureau Auditors to investigate inquiries, referrals, audit findings, and/or unique issues for which there is no pre-established solution.
• Participate in analyzing, understanding, and finding innovative solutions to the uniquely complex cases processed by the Bureau.
• Proactively contribute and participate in the resolution of difficult or unprecedented cases by applying a broad knowledge of the Retirement System to determine the nature of complex problems, diagnose the cases and develop solutions.
• Participate in the development of policies and procedures that will help identify and eliminate errors, improve the efficiency and effectiveness of Division staff’s work and prevent future discrepancies.
• Participate in cross-bureau coordination of all levels of staff across the Division including operational bureaus, Legal and Executive Management, to resolve unprecedented, difficult, or complex issues.
• Develop corrective actions and facilitate the assignment of those actions to the appropriate operational bureau – based on the bureau’s operational expertise.
• Facilitate the implementation of corrective actions with members and employers through written and oral communications to obtain cooperation, work towards a resolution and explain System determinations.
• Facilitate the development of new policies and procedures that assist municipality staff in improving their work-flow processes, complying with new laws, regulations and policies and ultimately, preventing further errors and instances of non-compliance.
• Effectively communicate with and provide feedback to Bureau management and staff regarding the need to clarify policies or procedures where necessary to resolve identified issues.