Pension Plan Manager

2 months ago

Toronto, Ontario, Canada Healthcare of Ontario Pension Plan Full time

About the Role:

The Healthcare of Ontario Pension Plan (HOOPP) is seeking a highly skilled and experienced Manager/Team Lead to join our Member Enquiries team. As a key member of our team, you will be responsible for managing a team that delivers exceptional service to HOOPP members through various channels, including phone, email, and secure messages.

Key Responsibilities:

  • Manage a team to deliver exceptional service to all HOOPP members, ensuring that all interactions are aligned with the Service Interaction Cycle.
  • Monitor the effectiveness and productivity of the team, providing feedback and implementing corrective action as required.
  • Support the Director, Member Services in setting individual and team performance goals, identifying and communicating actions and timelines needed to reach objectives.
  • Proactively manage interactions with members and other stakeholders to eliminate potential problems, escalating issues to the Director, Member Services as necessary.
  • Develop and implement service initiatives that support the delivery of excellent client service, ensuring that appropriate staffing levels are always in place.
  • Collaborate with other manager/team lead to ensure the Member Enquiries team is coordinated and responding to phone calls and emails/secure messages within established service levels.

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, including resource allocation, business planning, work planning, project management, service quality management, and problem-solving.
  • Strong communication skills (both verbal and written), with the ability to communicate complex information clearly and at a level appropriate for the audience.
  • Strong analytical skills, with effective troubleshooting ability.
  • Critical thinking.
  • Strong interpersonal, relationship-building skills.
  • Strong decision-making skills, with sound judgement, prudence, and integrity.
  • Effective conflict resolution skills, used when dealing with both internal and external clients.
  • Excellent time management skills, with the ability to plan, prioritize workload, and adapt to a changing multi-tasked environment.
  • Logical and detailed oriented.
  • Ability to effectively identify and address difficult situations with tact and diplomacy.

What We Offer:

  • A competitive salary and benefits package.
  • The opportunity to work with a world-class pension plan, serving over 400,000 members in Ontario's healthcare sector.
  • A dynamic and supportive work environment, with opportunities for professional growth and development.
  • A comprehensive training program, to ensure you have the skills and knowledge needed to succeed in your role.

How to Apply:

If you are a motivated and experienced professional, with a passion for delivering exceptional client service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, outlining your relevant experience and qualifications.

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