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About the Role

The Senior Director, Enabling Services plays a leadership role in advancing the operational capabilities that support the Pension Services Division. This role leads Plan Policy, Learning & Development, Knowledge Management, and Quality Assurance functions, ensuring Pension Services has the necessary policies, knowledge, capabilities, and quality practices to deliver consistent, compliant, and member-focused service.

Responsibilities

Provide strategic leadership and oversight for UPP's pension policy function, ensuring policies, plan interpretations, administrative procedures, and regulatory guidance support effective pension administration.
Oversee the implementation of legislative and regulatory changes, ensuring policy decisions are translated into operational practices across Pension Services.
Guide the development and continuous evolution of plan amendments, policy frameworks, and administrative standards.
Partner with Legal, Actuarial, and Pension Operations to ensure consistent interpretation and application of plan provisions and legislative requirements.
Monitor emerging legislative, regulatory, and industry developments, assessing organizational impacts and recommending appropriate responses.
Lead the Learning, Development and Knowledge Management team accountable for the training roadmap for internal team members.
Maintain accurate, up-to-date training and education materials to ensure effective operational performance across the division.
Support member education requirements and support the AD, Education and Engagement.
Establish and operationalize a knowledge management repository to document Plan interpretations, administrative decisions and administrative rules for all UPP schedules of benefits.
Champion the strategic adoption of artificial intelligence, digital capabilities, automation, and knowledge management technologies across Pension Services.
Translate organizational strategies into effective and efficient business operations.
Oversee the development and continuous evolution of learning strategies, programs, and knowledge resources.
Establish governance for knowledge management, ensuring operational policies, procedures, business rules, and training materials remain accurate and aligned with legislative changes and UPP’s strategic objectives.
Champion innovative learning approaches, digital/AI enablement, and knowledge-sharing practices.
Provide leadership and coaching to a multidisciplinary team responsible for Plan Policy, Learning & Development, Knowledge Management, and Quality Assurance.
Foster a collaborative and high-performing work environment.
Embrace ongoing change management with each new participating employer.
Provide focus and clarity in establishing individual goals, driving performance, supporting career development, and rewarding individual and team success.
Build and maintain strong partnerships across Pension Services and enterprise functions to ensure enabling services effectively support operational priorities, growth initiatives, and organizational change.
Act as a trusted advisor to the Managing Director, Growth & Enabling Services, providing strategic guidance on policy, operational readiness, learning, knowledge management, and quality assurance.
Collaborate with senior leaders and business partners to support organizational growth, employer onboarding, and the successful implementation of strategic initiatives.
Represent Enabling Services on cross-functional governance committees, projects, and initiatives, promoting alignment, consistency, and operational excellence across Pension Services.
Lead the implementation, effectiveness, and continuous improvement of processes and controls across multiple areas, ensuring alignment with the Target Operating Model and enterprise risk framework.
Drives consistency and discipline in process execution and control design, ensuring risks are identified and managed at source and that control maturity is strengthened over time.
Ensures that processes and controls are practical, scalable, and consistently applied across teams, supporting both operational delivery and governance requirements.
Actively engages with Second Line functions to enable effective oversight and challenge, ensuring feedback is incorporated to improve control design and execution.
Partners with Third Line (Internal Audit) to support independent assurance, ensuring timely, transparent, and effective responses to audit findings, recommendations, and information requests.
Promotes a culture of ownership and constructive challenge, reinforcing accountability and continuous improvement across teams.
Ensure a complimentary Quality Assurance Program is developed, implemented and stabilized.

Requirements

Bachelor’s degree in a related discipline, such as business, political science, actuarial science or law.
Minimum 12+ years of progressive experience in pension administration, pension policy, operational enablement, learning and development, quality assurance, or a comparable regulated financial services environment.
Minimum 5+ years of leadership experience managing multiple teams or functional areas.
Strong knowledge of pension plan operations, including familiarity with plan regulations, Canadian pension law, governance, processes, systems and services.
Ability to inspire confidence and manage expectations in a broad range of stakeholders through a proactive, respectful, diplomatic and accessible communication style.
Ability to adapt to evolving requirements and priorities to consistently deliver required outcomes.
Experience and expertise in drafting and implementing plan amendments.
Expertise in effectively managing procedure development through conducting research interviews, facilitating brainstorming meetings, working groups and gap analysis sessions.
Experience with process mapping, gap identification and development of business procedures.
Excellent verbal and written communication skills with the ability to simplify complex and technical information into concise, accurate and plain language procedures.
Demonstrated success working in a hands-on multi-faceted stakeholder environment.

Skills

Artificial intelligence (AI)
Digital capabilities
Automation
Knowledge management
Process mapping
Gap identification
Business procedures development
Strategic leadership
Operational enablement
Learning and development
Quality assurance
Stakeholder relationship management
Change management
Risk management
Team leadership
Coaching
Performance management
Career development
Pension administration
Pension policy
Canadian pension law
Governance
Communication
Problem solving
Continuous improvement

Location

Downtown Toronto

Work Type

Hybrid

Experience Level

12+ years progressive experience
5+ years leadership experience

Education Level

Bachelor’s degree

Benefits

Defined benefit pension plan
Flexible hybrid work model
Paid time off – vacations, personal days and wellness days
Work remotely up to eight weeks/year
Comprehensive group benefits including medical, dental, vision, etc.
Extended paramedical and mental health service coverage
Health care and lifestyle spending accounts
Fertility treatments, paid parental leave, and gender affirmation coverage
Education Assistance program

About the Company

UPP is the first pension plan of its kind in Ontario’s university sector, proudly serving over 46,000 members across six universities and nineteen sector organizations.
Our purpose is to bring greater retirement peace of mind to the university sector by investing with integrity and serving members with care.
UPP is recognized as one of Greater Toronto’s Top Employers for 2026.
Together, we’re a team of progressive thinkers and agile doers operating within a fast-paced culture of collaboration and respect.
We believe in bringing smart and capable people together to create, solve, and grow with a clear shared vision and values of integrity, inclusivity, ingenuity, and impact.
Our culture is intentionally welcoming and purposefully rooted in equity, diversity, inclusion, and reconciliation (EDI&R).
As a pension plan, UPP approaches investing through a long-term lens to generate and safeguard value.
Our commitment to investing responsibly accounts for material risks that impact our investment portfolio to generate sufficient risk-adjusted returns to meet the pension needs of our members.

Equal Opportunity

UPP enthusiastically welcomes applications from all qualified applicants and especially invites people with lived experience as an Indigenous person, a person with a disability or as a member of another Human Rights Code protected group that faces barriers to employment to apply.
Our goal is to create a barrier-free experience for every candidate throughout the recruitment process.