Manager, Member Services Centre

6 months ago

Edmonton, Canada Alberta Pensions Services Corporation (APS) Full time

**Position**: Manager, Member Services Centre
**Position Type**: Full-time, Permanent, Management
**Location**: Edmonton, Alberta
**Classification**: Pay Group VI
**Salary Range**: $91,496.00 - $130,709.00

If you enjoy leading and coaching people,
improving customer experience,
have a collaborative approach, and love learning, let’s talk

What you’re passionate about

You’re a people person. When your love for leading unites with your love for learning, you’ve found your happy place. Seeing the bigger picture to support the customer experience and your team is your talent, and you understand how decisions made today are critical to the success of the team and the overall organization. You appreciate the value of collaboration and being part of a management team that relies on input and encourages innovation. A fast-paced and complex environment does not scare you; rather, it engages and inspires you.
Responsibilities of the Manager, Member Services

Contact Centre management
- Deliver an excellent customer experience to pension plans’ members
- Lead all functions of the contact centre including capacity planning and forecasting, workforce management, related metric reporting and analysis, quality assurance, real-time support and education coordination
- Drive, strengthen and document process improvements
- Develop tools or assist in the development of tools which are actively used to manage staff and operations
- Participate in strategic management initiatives, innovation, and strategically analyze and anticipate new and emerging trends or demands and develop action plans that may result in changes in overall service strategy

Relationship management
- Liaise internally for member services delivery and system changes or improvements
- Interact with clients to update on services or the delivery of member experience
- Support senior and executive leadership by providing input into strategic planning, operational objectives and goals, ensure alignment with corporate mission and values
- Build strong relationships and collaborate with all facets of APS

Employee management
- Lead team in terms of corporate engagement, team building and recognition
- Offer regular coaching, feedback and performance discussions to ensure employees have the knowledge, skills and abilities to meet individual performance goals and operational objectives
- Support growth, learning and development plans for new and existing employees
- Communicate organizational priorities and strategic objectives
- Support employees through change

Issues management
- First point of contact for team and direct reports
- Work with internal and external stakeholders on issue resolution and keep necessary stakeholders informed of potential impacts on quality of services, efficiency of processes or quality of the workplace
- Plan and execute business resiliency and develop a risk management framework

What you bring
- Post-secondary education (in business, finance) is desirable with a minimum of 5 years of directly related experience
- Success leading a team of individuals in a business or finance-oriented environment is an asset
- Pension Plan Administration Certificate (PPAC) is considered an asset
- Knowledge of cloud-based contact centre software, databases, and tools (e.g. Five9s) is considered an asset
- Ability to understand complex calculations and systems
- Excellent organizational, time management, communication and problem-solving skills
- Experience identifying and implementing change and process improvement initiatives
- Strong leadership skills including prioritization, project management, collaboration, motivation, coaching, mentoring, tactical and strategic thinking
- Ability to make and influence decisions that impact the organization
- Demonstrated ability to take ownership of issues and ensure they are resolved

Why choose APS

APS is made up of hard-working, respectful and talented people who understand and invite diversity to the workplace. We take pride in holding ourselves accountable and continuing to meet or exceed service levels for plan members, pensioners and employers. We ensure they receive quality services because they—along with our people—are the reason we endure and succeed.

And it sure feels good helping hard-working Albertans receive their well-deserved pensions.

What APS has to Offer
- Defined benefit pension plan
- Flexible work arrangements that make sense to you: work from home, relocation and more
- Community-minded workplace with a friendly team environment
- Vacation starting at 20 days per year, 13 statutory holidays, personal days, plus office closure between Christmas and New Year’s Day
- Competitive benefit package featuring extended health and dental benefits and a 100% employer-paid flexible spending account
- In-house training programs, extensive career development and coaching program, access to external education opportunities and wellness programs
- Discount programs through various

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