Manager, Retired Member Services

Why you’ll love working here:
- high-performance, people-focused culture- our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves- learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth- membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security- competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, and newly extended maternity/parental leave top of 26 weeks)- optional post-retirement health and dental benefits subsidized at 50%- yoga classes, meditation workshops, nutritional consultations, and wellness seminars- access to an annual wellness reimbursement program for health and wellness-related expenses for permanent and temporary employees- the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers

Job Summary

The Healthcare of Ontario Pension Plan (HOOPP) is a defined benefit (BD) pension plan that provides a secure retirement income to more than 400,000 members in Ontario’s healthcare sector. More than 660 employers across the province offer HOOPP to their employees. The Plan Operations Division is responsible for providing service to members to deliver on HOOPP’s pension promise. HOOPP has recently upgraded its pension administration solution and changed its service model to a high-touch, consultative approach to help members throughout the journey from active employment to retirement.

Reporting directly to the Director, Member Services, the Manager, Retired Member Services is responsible for managing a front-line service team that services members retiring from HOOPP as well as their survivor benefits. The role manages the implementation of service initiatives that support the delivery of excellent client service with a focus on providing education and guidance to HOOPP members.

What you will do:

- Manage a team to deliver exceptional service to HOOPP members through development and coaching.- Meet regularly with direct reports to discuss personal development, communicate changes / updates, and obtain feedback-
- Commit to the personal development of direct reports through:- Performance reviews-
- Ongoing feedback and quickly addressing performance issues-
- Individual development plans: recognize and recommend appropriate training opportunities and assignments to ensure staff gain needed skills-
- Ensure the team is using the available member interaction opportunities to educate and inform the member and that the interactions are aligned with the Service Interaction Cycle.-
- Monitor the effectiveness and productivity of the team and provide feedback; implement 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 in line with broader divisional and corporate objectives; identify and communicate actions and timelines needed to reach objectives- Ensure that all areas of accountabilities are documented and well understood by team members- Proactively manage interactions with members and other stakeholders to eliminate potential problems; be available for escalations from members and escalate to the Director, Member Services as appropriate.

Support building a best-in-class team through leading the day-to-day onboarding of new team members and provide continuous learning support- Responsible for the onboarding and integrating of new resources to the Retired Member Services team- Review calls and call review feedback to identify gaps in learning and provide appropriate direction either through training or performance management and coaching.- Responsible for providing continuous knowledge support to the team, including identifying training/knowledge gaps across the team or per individual, provide support in the introduction of new products or plan knowledge.

Monitor to ensure adherence to the established service level agreements (SLAs); develop action plans to remedy issues.-
- Ensure member interactions (e.g. phone calls, secure messages etc.) and cases are actioned within established service and regulatory targets.- Ensure adequate staffing is in place throughout the day to meet established targets- Make recommendations to the Director, Member Services when forecasting upcoming staffing challenges- Manage requests for non-standard exceptions balancing sustainability and cost effectiveness against desire to provide flexible services to meet cli