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About the Role

HOOPP is seeking a Manager/Team Lead to manage a team responsible for delivering exceptional service to HOOPP members via incoming calls and emails. This role involves managing service initiatives, ensuring appropriate staffing, and fostering a high-performance, people-focused culture with a commitment to equity, diversity, and inclusion.

Responsibilities

Manage a team to deliver exceptional service to all 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 needed 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.
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 Enquiries team.
Review calls and call review feedback to identify learning gaps and provide appropriate direction.
Provide continuous knowledge support to the team, including 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 channels (phone, email, etc.).
Ensure incoming phone calls are answered within established service levels, adjusting resources in real time where necessary.
Ensure adequate staffing is in place throughout the day to meet service targets.
Make recommendations to the Director when forecasting upcoming staffing challenges.
Review all team vacation requests to ensure sufficient coverage.
Collaborate with other managers/team leads to ensure the Member Enquiries team is coordinated and responding to phone calls and emails/secure messages within appropriate SLA.
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 Director, Member 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 explaining why the changes are being made and their 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 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
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
Change management

Location

Ontario

Work Type

Full-time

Experience Level

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

Education Level

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 more than 400,000 members in Ontario’s healthcare sector.
More than 660 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.
HOOPP has recently upgraded its pension administration solution and changed its service model to a high-touch, consultative approach to help members throughout the journey from active employment to retirement.

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.