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About the Role

The Pension Services Division is responsible for providing service to Employers and Members to deliver on HOOPP’s pension promise. The Manager, Employer Services is responsible for managing a front-line service team that services employers with all stages of administration of the HOOPP Plan. The role manages the service initiatives that support the delivery of excellent client service with a focus on providing support and guidance to HOOPP employers. 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 employers 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.
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 Senior Director, Employer Services in setting performance goals and identifying necessary actions and timelines.
Ensure all areas of accountability are documented and understood by team members.
Proactively manage interactions with employers and stakeholders to eliminate potential problems.
Be available for escalations from employers and escalate to the Senior Director, Employer Services 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 integration of new resources to the Employer 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.
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 Employers through different communication channels.
Ensure employer requests and cases are actioned within established service targets.
Ensure adequate staffing is in place throughout the day to meet established targets.
Make recommendations to the Senior Director, Employer Services when forecasting upcoming staffing challenges.
Manage requests for non-standard exceptions, balancing sustainability and cost effectiveness against the desire to provide flexible services.
Act as the Change Champion for the team when implementing changes and new systems/processes.
Take direction from the Senior Director, Employer Services to understand and reinforce all changes being introduced.
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 effectively explain 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 (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 detail-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

Client service
Leadership
Resource allocation
Business planning
Work planning
Project management
Service quality management
Problem solving
Communication (verbal and written)
Analytical skills
Troubleshooting
Critical thinking
Interpersonal skills
Relationship-building
Decision-making
Conflict resolution
Time management
Adaptability
Tact and diplomacy

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 870 employers across the province offer HOOPP to their employees.

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.