Team Lead, Client Services

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 Team Lead, Client Services is integral to the success of the Client Services team and to CAAT’s guiding mission and growth strategy.

Reporting to the Manager, Client Services, the Team Lead manages the day-to-day activities of the Client Services team while supporting the delivery of high-quality member services. As a role model and mentor, the Team Lead provides training, facilitates knowledge transfer, and acts as a backup to the Manager in their absence.

**We are looking for someone with**:

- 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 responsibility.
- Multi-Employer Pension Plan or public sector experience working directly with members, or experience with service providers working directly with management and clients.
- A solid understanding of service delivery principles and experience working with Financial Service operations.
- Excellent two-way communication skills, with the ability to actively listen and convey information clearly and concisely.
- Strong leadership abilities, serving as a role model and mentor to team members.
- Superior problem-solving and innovation skills in identifying opportunities to improve processes.
- Flexibility in adapting to new tools, technologies, and efficient ways of working.
- Experience with client service management protocols and tools such as telephony and reporting.
- Ability to work collaboratively with cross-functional teams and establish effective working relationships within Service Delivery and across the organization.
- A commitment to maintaining confidentiality and ensuring data privacy.
- Exceptional customer service skills, with the ability to handle complex or sensitive issues.

**Once here you will**:

- Lead the day-to-day service delivery of the Client Services team, ensuring all activities and communications meet or exceed service standards.
- Coordinate workload management, scheduling, and reporting for your team to ensure efficient use of resources and maximize client satisfaction.
- Monitor service levels, identify trends, and work with the management team to establish goals and address any service issues or backlogs.
- Acts as the primary point of contact for escalated member queries, resolving issues through investigation and collaborating with teams to ensure members receive expert support.
- Provide guidance to the team on complex or sensitive member issues, ensuring timely and accurate responses to queries.
- Maintain knowledge of plan texts, policies, and pension legislation, ensuring the team stays up to date.
- Act as a backup to the Manager in their absence and assist in adopting new tools and processes to improve service delivery.
- Mentor and coach Client Service Representatives, fostering a positive, client-focused team environment.

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 pension plan.
- **Growth Opportunities**: Embrace a vibrant, ever-evolving environment at CAAT, where growth is not just a goal, but our way of life We're expanding and transforming constantly, which means endless opportunities for you to adapt, innovate, and learn. As we grow, so do you. Let’s make a difference together
- **A Culture of Collaboration and Fun**: We're a team that works, grows, and celebrates together. At CAAT, you belong to a collaborative, inclusive and lively environment that sparks creativity and fosters open communication.
- **Making a Difference, Together**: We're on a mission to secure a better future for Canadians. Your meaningful contributions go beyond the workplace, touching lives and making a significant societal impact. Work that truly counts

But don't just take our word for it We’ve consistently been recognized as one of **Canada's Most Admired Corporate Cultures**, as one of **Greater Toronto's Top Employers**, and