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Pension Plan Manager
2 months ago
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.
