Manager, Employer Services

1 week 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, Employer Services is integral to the success of the Employer Services team, and to CAAT’s guiding mission and growth strategy.

Reporting to the Director, Employer Services, the Manager, Employer Services oversees the exceptional delivery of services to all CAAT employers by leading teams to carry out day to day operations. The Manager is responsible for driving operational excellence and leading initiatives that will support CAAT in meeting its strategic goals. This includes managing special projects, continuously assessing and optimizing the service delivery model, and identifying opportunities for improvement to meet the evolving needs of members, employers, and growth of the Plan.

**We are looking for someone with**:

- University Degree in Business Administration, Finance, or equivalent experience; CEBS, PPAC, or CBP Certification is desired.
- Minimum of 8 years of experience in pension administration, including at least 3 years leading, coaching, and developing teams, with demonstrated ability to lead through change.
- Experience with Multi-Employer Pension Plans (MEPP), public sector pension plans or outsourcing experience working directly with clients or employers.
- Hands-on experience with pension administration systems, employer/member portals, and pension plan texts; experience implementing pension systems is an asset.
- Strong knowledge of pension calculations, formulas, payroll data transfer, contribution reconciliations, and member statement production processes.
- Excellent analytical and problem-solving skills, with sound independent judgment.
- Outstanding communication and relationship-building skills with stakeholders at all levels.
- Expertise in pension legislation and regulations, with the ability to manage large-scale projects.
- Proficiency in Microsoft Office Suite, especially Excel, and the ability to quickly learn new software programs.
- Proven leadership skills with the ability to mentor and develop high-performing teams, fostering a culture of excellence and continuous learning.
- Strong analytical abilities and problem-solving capabilities.
- A customer-focused approach, ensuring employer engagement and satisfaction.
- Results-driven project management skills and adaptability in leading through change.
- Exceptional relationship-building and cross-functional collaboration skills.
- Commitment to continuous learning, process improvement, and innovation.

**Once here you will**:

- Lead the Employer Services team, providing technical support and ensuring high-quality service that meets standards.
- Oversee new employer onboarding and ensure seamless transitions within project timelines.
- Build and maintain strong relationships with employers, leading initiatives to boost engagement and create Plan champions.
- Develop, mentor, and motivate your team while fostering a culture of growth and continuous improvement.
- Address and resolve escalated, complex, unique, and sensitive issues by collaborating with cross-functional teams.
- Lead the adoption of new tools and technologies, promoting efficiency and creating a results-based focus on service delivery.
- Support the Vice President, Employer Experience and the Director, Employer Services in reviewing activities, service deliverables, case monitoring, and workflows, identifying opportunities for improvement and automation.
- Participate in strategic discussions with key stakeholders, ensuring alignment with organizational goals.
- Stay informed on industry trends and legislative changes, leading training and development opportunities for your team.
- Develop and implement structured training plans for new staff, set timelines, and monitor progress, while conducting annual performance reviews and setting goals and objectives for direct reports.
- Act as a back-up to the Director, Employer Services, when required.

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 pensi

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