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About the Role

The Manager, Member Services is responsible for managing a front-line service team that services members across all stages of the pension lifecycle, from enrolment through to retirement and survivor benefits. The role manages the implementation of service initiatives that support the delivery of excellent client service with a focus on providing education and guidance to HOOPP members. The ideal candidate is someone who has a passion for service and is comfortable with change and operating with a view to continuous improvement.

Responsibilities

Manage a team to deliver exceptional service to HOOPP members through development and coaching.
Meet regularly with direct reports to discuss personal development, communicate changes / updates, and obtain feedback.
Commit to the personal development of direct reports through performance reviews, ongoing feedback, and individual development plans.
Ensure the team is using available member interaction opportunities to educate and inform members, aligned with the Service Interaction Cycle.
Monitor team effectiveness and productivity, implement corrective action as required.
Manage and provide direction to ensure work is completed in a timely manner.
Support the Director, Member Services in setting performance goals and identifying actions to reach objectives.
Ensure all areas of accountability are documented and understood by team members.
Proactively manage interactions with members and stakeholders to eliminate potential problems.
Be available for escalations from members and escalate to the Director, Member Services as appropriate.
Support building a best-in-class team through leading the day-to-day onboarding of new team members and providing continuous learning support.
Responsible for the onboarding and integrating of new resources to the Member Services team.
Review calls and feedback to identify learning gaps and provide appropriate direction.
Provide continuous knowledge support to the team, identifying training/knowledge gaps and supporting the introduction of new products or plan knowledge.
Monitor adherence to established service level agreements (SLAs) and develop action plans to remedy issues.
Manage the day-to-day delivery of service to all HOOPP Members through different communication channels.
Ensure member interactions and cases are actioned within established service and regulatory targets.
Ensure adequate staffing is in place throughout the day to meet established targets.
Make recommendations to the Director, Member Services when forecasting upcoming staffing challenges.
Manage requests for non-standard exceptions balancing sustainability and cost effectiveness.
Be the Change Champion for the team when implementing changes and new systems/processes.
Take direction from the Director, Member Services to understand and reinforce all changes being introduced to their team.
Stay current with any changes being implemented to communicate to staff in a timely manner.
Ensure team members are kept informed of department/Division changes and effectively explaining why the changes are being made and impact to team and individuals.

Requirements

7 years related service experience in the pension/insurance/financial services industry in a team environment.
Demonstrated 1-2 years in a leadership role (preferred).
Demonstrated commitment to client service delivery in the financial services sector.
Client service oriented.
Displays leadership skills (i.e., ability to apply core managerial skills/competencies including resource allocation, business planning, work planning, project management, service quality management and problem solving).
Strong communication skills (both verbal and written); ability to communicate complex information clearly and at a level appropriate for the audience.
Strong analytical skills; effective troubleshooting ability.
Critical thinking.
Strong interpersonal, relationship-building skills.
Strong decision-making skills are required with sound judgement, prudence and integrity.
Effective conflict resolution skills that will be used when dealing with both internal and external clients.
Excellent time management skills: ability to plan, and prioritize workload as well as adaptability to a changing multi-tasked environment.
Logical and detailed oriented.
Ability to effectively identify and address difficult situations with tact and diplomacy.
Use analytical skills to understand client matters/issues and take appropriate action.
Identify service or process opportunities that will enhance the client experience.
Ability to establish priorities taking into consideration a variety of competing interests.
Ability to adapt in an ongoing change environment.

Skills

Leadership
Client service delivery
Communication
Analytical skills
Troubleshooting
Critical thinking
Interpersonal skills
Relationship-building
Decision-making
Conflict resolution
Time management
Planning
Prioritization
Adaptability
Logical thinking
Detail-oriented
Tact
Diplomacy

Location

Ontario

Work Type

Full-time

Experience Level

7 years related service experience
1-2 years in a leadership role

Education Level

Completion of relevant University/College education

Salary/Compensations

$86,000 - $131,000 CAD

Benefits

Competitive, 100% company-paid extended health and dental benefits for permanent employees
Coverage supporting diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year)
Parental leave top-up
Health spending account
Optional post-retirement health and dental benefits subsidized at 50%
Yoga classes
Meditation workshops
Nutritional consultations
Wellness seminars
Membership in HOOPP’s world class defined benefit pension plan

About the Company

The Healthcare of Ontario Pension Plan (HOOPP) is a defined benefit (BD) pension plan that provides a secure retirement income to more than 500,000 members in Ontario’s healthcare sector.
More than 850 employers across the province offer HOOPP to their employees.
Founded in 1960 by the Ontario Hospital Association, HOOPP is one of Canada’s strongest and most stable defined benefit pension plans.
For over 65 years, HOOPP has delivered on its pension promise to Ontario’s healthcare workers, now serving more than 504,000 members and 870 employers across the province.
With offices in Toronto and London, HOOPP manages a global, diversified multi-asset portfolio.
One of Canada’s Maple 8 pension plans, HOOPP oversees $132 billion in assets and remains fully funded, supported by strong risk-adjusted returns, stable contribution rates for more than 20 years and independent governance.
Our strength is powered by our people who bring HOOPP’s mission, vision and values to life and play a crucial role in helping us succeed.
We are a purpose-driven organization committed to building an equitable, diverse and inclusive workplace where different perspectives drive better outcomes.
We look for talented, forward-thinking individuals who want their work to have real impact on the lives of others.
We believe an equitable, diverse and inclusive (EDI) workplace is integral to cultivating a positive culture.
We integrate fair and inclusive practices into our programs and processes, creating equal opportunity and establishing a consistent employee experience across our organization.

Equal Opportunity

Our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves.
We are a purpose-driven organization committed to building an equitable, diverse and inclusive workplace where different perspectives drive better outcomes.
We believe an equitable, diverse and inclusive (EDI) workplace is integral to cultivating a positive culture.
We integrate fair and inclusive practices into our programs and processes, creating equal opportunity and establishing a consistent employee experience across our organization.
If you need accommodation at any point in our recruitment process, please advise your recruiter or email us at HRinbox@hoopp.com and we will be happy to consult with you so that arrangements can be made for reasonable accommodation.