Senior Client Service Manager

3 days ago


Toronto, Ontario, Canada CAAT Pension Plan Full time

We are seeking a Senior Client Service Manager to lead our Client Services team in delivering exceptional member experiences. As a key member of our leadership team, you will play a critical role in shaping the future of retirement solutions for Canadians.

About Us

CAAT Pension Plan is a leading provider of workplace retirement solutions, committed to providing secure, valuable, and sustainable plans for Canadians. Our mission is to make a positive impact on the lives of our members, their families, and the communities we serve.

We have been consistently recognized as one of Canada's Most Admired Corporate Cultures, Greater Toronto's Top Employers, and Best Places to Work. Our inclusive and collaborative environment fosters creativity, open communication, and a strong sense of belonging.

Job Summary

The Senior Client Service Manager will be responsible for managing the day-to-day activities of the Client Services team, ensuring all activities and communications meet or exceed service standards. This includes coordinating workload management, scheduling, and reporting to ensure efficient use of resources and maximize client satisfaction.

This role requires a solid understanding of service delivery principles and experience working with Financial Service operations. The successful candidate will possess excellent customer service skills, with the ability to handle complex or sensitive issues, and maintain confidentiality and data privacy.

Key Responsibilities
  1. Lead the day-to-day service delivery of the Client Services team, ensuring all activities and communications meet or exceed service standards.
  2. Coordinate workload management, scheduling, and reporting for your team to ensure efficient use of resources and maximize client satisfaction.
  3. Maintain knowledge of plan texts, policies, and pension legislation, ensuring the team stays up to date.
  4. Conduct quality call reviews and provide ongoing feedback and training to the team.
Requirements
  • A College Diploma or University Degree, with CEBS, PPAC, or CBP certification being an asset.
  • At least 5 years of experience in Financial Services or Pension administration with progressive responsibilities.
  • Multi-Employer Pension Plan or public sector experience working directly with members, or experience with service providers working directly with management and clients.
What We Offer

We offer a competitive salary range of $80,000 - $110,000 per year, depending on experience, as well as a comprehensive benefits package that includes health, dental, and wellness programs. You will also have access to professional development opportunities and a dynamic work environment that supports your growth and success.

As an equal opportunity employer, we welcome applications from diverse candidates and are committed to creating an inclusive and barrier-free hiring process. If you require any accommodations during the application process, please let us know.



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