Manager, Member Services

1 month ago

Toronto, Canada CAAT Pension Plan Full time

Our mission is to provide a secure, valuable, and sustainable workplace retirement solutions for Canadians. At CAAT, we live our values of integrity, impact, and teamwork every day.

The Manager, Member Services is integral to the success of the Manager, Member Services team, and to CAAT’s guiding mission and growth strategy.

Reporting to the Director, Member Services, the Manager, Member Services oversees the exceptional delivery of pension administrative services in accordance with Plan provisions and regulatory requirements. This role drives operational excellence ensuring timely and accurate service and identifies opportunities for improvement to meet the evolving needs of members and the growth of the Plan. The Manager leads/participates in initiatives and special projects to ensure effective, efficient and compliant service that support the achievement of CAAT’s strategic goals.

**We are looking for someone with**:

- A university degree in Business Administration, Finance, or a related field; CEBS, PPAC, or CBP certification is an asset.
- A minimum of 8 years of experience in pension administration with increasing responsibility.
- At least 3 years of experience in leading, coaching, and developing teams.
- Knowledge of multi-employer pension plans (MEPP) or public sector pension experience working directly with employers or service providers.
- Expertise in pension plan texts, legislation, and regulations.
- Strong skills in pension administration systems and tools, with experience implementing new technology as an asset.
- Proficiency in Microsoft Office Suite, particularly Excel.
- Strong organizational and time management skills, with an ability to prioritize and manage competing demands.
- Excellent relationship-building and communication skills for engaging with stakeholders at all levels.
- Analytical and problem-solving abilities to address issues with independence and sound judgment.
- Initiative and the capacity to work independently, with attention to detail and accuracy.

**Once here you will**:

- Oversee accurate and timely administration and processing for all events (e.g. service purchases, terminations, retirement, member statements etc.) performed by the team, ensuring activities are completed within service standards.
- Leads member initiatives/projects including but not limited to, production of annual member statements for EOM and deferred members, calculation of COLA increases for deferred members and production of tax reporting for PARs, PAs (LTD members) and tax receipts for service purchase transactions.
- Monitor, extract, and manipulate statistical data using Excel to ensure all activities are completed in a timely manner to meet or exceed agreed service standards.
- Ensure appropriate internal control, confidentiality and privacy environment is maintained.
- Assist in the delivery of pension administration services to employers and members during times of high volume.
- Identify opportunities and recommend improvements to streamline pension administration processes and knowledge requirements.
- Work closely with leaders across Member Services and Employer Services to continuously monitor and report on the achievement of service standards and service quality in Member Services.
- Oversee the activities of Member Services team, adjust work allocation, identify capacity/competency constraints and proactively anticipate bottlenecks/delays, adjusting resources as needed.
- Foster a highly engaged, client focused team by providing continuous development and coaching.
- Educate staff to ensure knowledge, processes and procedures remain current.

Step into CAAT - where your work is both rewarding and meaningful, growth is a constant, fun is the way we roll, and your impact is real If you meet most of the criteria above, we would love to connect with you.

**Our commitment to you as a CAATster**:
We’re about growing together and creating impact in a collaborative and caring environment
- **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 well-being, 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
- **A Culture of Collaboration and Fun**: We're a team that works, grows, and celebrates toget

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