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About the Role

We are seeking a Manager, Client Services to lead the Member Care Centre, oversee daily activities and the frontline service experience, and identify opportunities to enhance service delivery. The Manager will stabilize operations, strengthen team capability, improve service quality and consistency, and use operational data and member feedback to drive continuous improvement.

Responsibilities

Lead all call centre operations, ensuring exceptional service delivery and operational effectiveness.
Monitor performance metrics, analyze trends and member feedback, and implement improvements that enhance service quality and efficiency.
Coach, mentor, and develop a high-performing team while fostering a client-focused and continuous improvement culture.
Monitor service levels and capacity, manage call volumes, and address real-time operational challenges, including technical disruptions and escalations.
Establish and monitor service standards, KPIs, quality assurance practices, and workforce performance.
Manage member escalations, service issues, and operational challenges, developing effective and timely solutions.
Lead initiatives related to legislative updates, business process improvements, and operational enhancements.
Collaborate across the organization to improve the member experience and support business objectives.

Requirements

Post-secondary education in Business Administration or an equivalent combination of education and experience.
Minimum 8 years of pension administration experience, preferably within a defined benefit pension environment.
Minimum 3 years of leadership with the proven ability to coach and develop teams, manage change, and lead continuous improvement initiatives.
Strong knowledge of pension legislation, administration practices, and client service operations.
Demonstrated experience leading contact centre or service operations, utilizing data and metrics to drive performance and decision-making.
Strong analytical, problem-solving, communication, and stakeholder management skills.
Demonstrated client relationship management skills and ability to enhance service excellence.
Proficiency with Microsoft Office, including Excel, and the ability to learn new systems and technologies.

Skills

Pension administration
Defined benefit pension environment
Leadership
Coaching
Team development
Change management
Continuous improvement
Pension legislation
Administration practices
Client service operations
Contact centre operations
Service operations
Data analysis
Metrics utilization
Performance management
Decision-making
Analytical skills
Problem-solving skills
Communication skills
Stakeholder management skills
Client relationship management
Service excellence
Microsoft Office
Excel
System learning
Technology learning

Location

Remote

Work Type

Full-time

Experience Level

8 years of pension administration experience
3 years of leadership experience

Education Level

Post-secondary education in Business Administration or equivalent

Salary/Compensations

$125,800.00-$157,200.00

Benefits

Opportunities to learn and master skills
Cultivating new skills
Total Rewards program
Physical wellness support
Mental wellness support
Financial wellness support
Flexible work arrangements
Comprehensive benefits
Wellness incentives
Defined benefit pension plan

About the Company

At CAAT, we’re passionate about what we do.
We’re one of the fastest-growing pensions in the country.
We challenge the status quo, making a real impact on the hundreds of employers we serve.
Driven by core values and a shared purpose, we’re fierce champions for better retirement security, known for our can-do culture where everyone plays a role in bringing our vision to life.
We believe innovation, passion, and purpose are ingredients for a great work environment.
We’re incredibly proud of our people and the remarkable impact they have as catalysts for change.
We’re committed to attracting and keeping great talent.
We’ve built a lively environment where creativity and open communication thrive.
Consistently recognized as one of ‘Canada’s Most Admired Corporate Cultures’, one of ‘Greater Toronto’s Top Employers’, and one of the ‘Best Places to Work’.
You’re giving Canadians the opportunity for better retirement security, and organizations the chance to do more.
If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being, then CAAT could be the right fit for you.

Equal Opportunity

No artificial intelligence tools are used to screen, assess, or select applicants for this position. Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms. All hiring decisions are made by human reviewers.
DEIB at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.
CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact us at hr@caatpension.ca or call Human Resources at 416-673-9000 for assistance.