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Pension Plan Manager
2 months ago
About This Role
We are seeking a seasoned professional to join our team as a Manager, Member Enquiries. Reporting directly to the Director, Member Services, this role will be responsible for managing a team that delivers exceptional service to HOOPP members.
Key Responsibilities
- Manage a team to deliver exceptional service to all HOOPP members through development and coaching.
- Meet regularly with direct reports to discuss personal development, communicate changes and updates, and obtain feedback.
- Commit to the personal development of direct reports through performance reviews, ongoing feedback, and addressing performance issues.
- Ensure the team is using member interaction opportunities to educate and inform members, aligned with the Service Interaction Cycle.
- Monitor the effectiveness and productivity of the team and provide feedback, implementing corrective action as required.
- Manage and provide direction to ensure work is completed in a timely manner.
- Support the Director, Member Services in setting individual and team performance goals, identifying and communicating actions and timelines to reach objectives.
- Ensure all areas of accountability are documented and well understood by team members.
- Proactively manage interactions with members and other stakeholders to eliminate potential problems.
What You'll Bring
- 7 years of related service experience in the pension/insurance/financial services industry in a team environment.
- Demonstrated leadership role, preferably 1-2 years.
- Commitment to client service delivery in the financial services sector.
- Relevant University/College education.
- Client service oriented.
- Leadership skills, including resource allocation, business planning, work planning, project management, service quality management, and problem-solving.
- Strong communication skills (verbal and written), with the ability to communicate complex information clearly.
- Strong analytical skills, effective troubleshooting ability, and critical thinking.
- Strong interpersonal and relationship-building skills.
- Strong decision-making skills with sound judgment, prudence, and integrity.
- Effective conflict resolution skills.
- Excellent time management skills, with the ability to plan, prioritize, and adapt to a changing environment.
Why Work with Us
At HOOPP, we offer a high-performance, people-focused culture that values equity, diversity, and inclusion. Our commitment to these values helps employees feel valued and empowered to be their authentic selves. We also offer membership in the world-class defined benefit pension plan, competitive extended health and dental benefits, and a range of wellness programs.
What We're Looking For
We're looking for a seasoned professional who is passionate about service and comfortable with change. If you're a natural leader with excellent communication and analytical skills, we want to hear from you.
