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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, providing feedback and implementing 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 well understood by team members.
Proactively manage interactions with members and stakeholders to eliminate potential problems, handling escalations as appropriate.
Support building a best-in-class team through leading the 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 through training or performance management and coaching.
Provide continuous knowledge support to the team, identifying and addressing 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 (phone, email, etc.).
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 with the desire for flexible services.
Act as the Change Champion for the team when implementing changes and new systems/processes.
Stay current with implemented changes to communicate them to staff in a timely manner.
Ensure team members are kept informed of department/Division changes and understand the reasons and impact.

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.
Completion of relevant University/College education.
Client service oriented.
Displays leadership skills (resource allocation, business planning, work planning, project management, service quality management, problem solving).
Strong communication skills (both verbal and written); ability to communicate complex information clearly and at an appropriate level.
Strong analytical skills; effective troubleshooting ability.
Critical thinking.
Strong interpersonal, relationship-building skills.
Strong decision-making skills with sound judgement, prudence and integrity.
Effective conflict resolution skills.
Excellent time management skills: ability to plan, prioritize workload, and adapt to a changing multi-tasked environment.
Logical and detailed oriented.
Ability to effectively identify and address difficult situations with tact and diplomacy.
Ability to use analytical skills to understand client matters/issues and take appropriate action.
Ability to identify service or process opportunities that will enhance the client experience.
Ability to establish priorities considering competing interests.
Ability to adapt in an ongoing change environment.

Skills

Client service
Leadership
Communication (verbal and written)
Analytical skills
Troubleshooting
Critical thinking
Interpersonal skills
Relationship-building
Decision-making
Conflict resolution
Time management
Planning
Prioritization
Adaptability
Tact and diplomacy
Problem solving

Location

Ontario

Work Type

Full-time

Experience Level

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

Education Level

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, and a health spending account)
Optional post-retirement health and dental benefits subsidized at 50%
Yoga classes, meditation workshops, nutritional consultations, and 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 over 500,000 members in Ontario’s healthcare sector.
More than 850 employers across the province offer HOOPP to their employees.
The Plan Operations Division is responsible for providing service to members to deliver on HOOPP’s pension promise.

Equal Opportunity

HOOPP may use artificial intelligence tools to assist in screening, assessing and selecting applicants for this position. These tools support our recruitment process but do not replace human judgment and decision-making.