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Director, Member Services

4 weeks ago

Toronto, Canada CAAT Pension Plan Full time

** PLEASE APPLY ON COMPANY WEBSITE**

We're on a mission to secure a better financial future for Canadians. Your meaningful contributions go beyond the workplace, touching lives and making a significant societal impact. Work that truly counts

**Why you will love being a CAATster**:
**A Culture of Collaboration and Fun**

We're a team that works, grows, and celebrates together. At CAAT, you belong to a collaborative, inclusive and lively environment that sparks creativity and fosters open communication.

**Comprehensive & Holistic Care**

Your dedication deserves appreciation At CAAT, we celebrate the complete you, prioritizing your well-being above all. Our all-encompassing employee programs are designed to cater to every aspect of your life and wellbeing, ensuring you feel cherished and valued. We provide a competitive Total Rewards program based around your physical, mental, and financial wellness. This includes, but is not limited to, your compensation, paid time off, health and dental benefits, wellness programs, wellness incentives, and (of course) a defined benefit pension plan.

**Growth Opportunities**

Embrace a vibrant, ever-evolving environment at CAAT, where growth is not just a goal, but our way of life We're expanding and transforming constantly, which means endless opportunities for you to adapt, innovate, and learn. As we grow, so do you. Let’s make a difference together

The Director, Member Services is integral to the success of the Service Delivery team, and to CAAT’s guiding mission and growth strategy. This role will be responsible for leading the Member Services team through the design and delivery of programs and services that enhance CAAT Pension Plan’s member experience. Reporting to the Vice-President, Member Experience, the Director will also be responsible for setting the strategic direction of the portfolio in alignment with the overall Service Delivery business strategy and road map. This role will lead the adoption of new tools, strategies, and best practices to support the growing Plan membership. Key Initiatives include administration for pension jurisdictions across Canada, payroll-based reporting and working with union groups and other administration partnerships for the new employers under DBplus; change management for members and the team; and working with internal stakeholders to evaluate the impacts of any legislation/regulations, actuarial standards, or other changes that impact day-to-day service delivery.

**We are looking for someone with**:

- An undergraduate degree and pension-related professional designation such as CEBS, PPAC, or equivalent combination of education and work experience.
- A minimum 10 years of professional pension administration experience within a MEPP, public sector pension plan, and/or with administration service provider is required.
- A minimum of 10 years of formal people leadership experience.
- Experience in the implementation of new tools and technology and leading teams through periods of significant growth and transformation.
- Demonstrated success in strategic planning and project management.
- Advanced knowledge of pension plan fundamentals, administration, and financial services processes/protocols leading in a member or client service environment.
- Strong leadership skills with demonstrated success in developing and managing high-performing teams, particularly in a fast-paced, changing environment.
- Strong client-service orientation, discretion, and good judgement for dealing with sensitive and confidential matters.
- Effective oral and written communication skills.

**Once here you will**:

- Lead the delivery of high-quality best-in-class service and plan administration provided by the member services team.
- Lead the service expansion and enable administration readiness to support CAAT’s national growth strategy.
- Oversee the team’s activities to ensure compliance with policies, provincial and federal legislation, and communications and disclosure of the Plan’s provisions.
- Lead and motivate a team by providing direction, mentoring, training and development and foster a culture of continuous improvement in order to provide the best service to members.
- Maintain deep technical understanding of Plan text, applicable legislation (Provincial pension regulations), Collective Agreements, pension administration system, and develop and implement changes to pension administration processes and procedures to provide appropriate interpretation of Plan text in transactions with stakeholders.
- Actively participate in management committees to oversee the progress of key strategic and operational projects.
- Lead strategic initiatives and develop resource plans to enable teams to deliver effectively and efficiently in the future mode of operation and beyond.
- Lead or participate in various strategic and operational projects: develop project scope and timeline, manage projects, secure resources, provide status updates