Manager Member Services Job

Job Overview

Toronto, Ontario
Job Type
Full Time
Salary / Compensation
Details Not Provided
Date Posted
2 months ago

Additional Details

Good Exp. Required (5 - 9 Years)

Job Description

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

  • competitive, 100% company-paid extended health and dental benefits for permanent employees with recent additions to promote inclusive coverage to a diverse employee population. These recent additions include gender affirmation and fertility drug and treatment coverage

  • membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security

  • access to an annual wellness reimbursement program for health and wellness-related expenses for permanent employees

  • virtual fitness, yoga and meditation classes, nutritional consultations and wellness seminars

  • we offer a hybrid flexible work model that embraces remote work in Ontario for eligible roles

  • 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 (DB) pension plan that is dedicated to providing a secure retirement income to more than 300,000 members in Ontario’s healthcare sector. More than 500 employers across the province offer HOOPP to their employees. The Plan Operations Division is responsible for providing service to members in order to deliver on HOOPP’s pension promise.  HOOPP is evolving its service model from a transaction-based model to a high-touch, consultative approach to help members throughout the journey from active employment to retirement.

Reporting directly to the Assistant Vice President, Member Services, this position is responsible for leading a team that delivers service to Members – Active, Retired, and Deferred.  The Manager is responsible for the implementation of service initiatives that support the delivery of excellent client service. They ensure that appropriate staffing levels are always in place and that the team has the training and support required for the effective delivery of service.  In addition to providing leadership to their team, the Manager is also responsible for establishing and maintaining strong business relationships within Plan Ops and with other divisions in the delivery of member services.

The ideal candidate is someone who has a passion for service and uses an active management style.  They are comfortable with change and have experience leading a service team through a transformation as well as operating with a view to continuous improvement.

What you will do:

Manage the assigned Member Services team to deliver exceptional service to all HOOPP Members including day-to-day administrative activities as well as providing information and education in order for members to maximize their pension benefit.

  • Oversee the delivery of service to all HOOPP Members through different channels, i.e. in person, over the phone, webcast, etc.

  • Proactively manage interactions with members and other stakeholders to eliminate potential problems; resolve escalated member issues to a win-win resolution

  • Monitor applicable phone and work queues for SLAs; develop action plans to remedy issues

  • Escalate issues as they arise in order to determine an appropriate resolution

  • Collaborate with other managers to ensure the team is coordinated and responding to secure messages within appropriate SLA

  • Monitor the effectiveness and productivity of the team and provide feedback; implement corrective action as required

  • Manage requests for non-standard exceptions balancing sustainability and cost-effectiveness against a desire to provide flexible services to meet client needs

Build a “Best in Class” Service Team through recruitment, development, and coaching:

  • Manage and provide direction to ensure work is completed in a timely manner

  • Define and set annual 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

  • Meet regularly with direct reports to discuss personal development, communicate changes/updates, and obtain feedback

  • Commit to the personal development of direct reports through:

    • Interim performance reviews (quarterly)

    • Ongoing feedback and quickly addressing performance issues

    • Individual development plans: recognize and recommend appropriate training opportunities and assignments to ensure staff gain needed skills

  • Administer staff compensation, ensuring consistency and equity

Develop individual and team performance by fostering and developing a strong, positive team environment, driving empowerment and engagement:

  • Motivate and lead the team to achieve individual, departmental and divisional goals aimed at increasing member satisfaction

  • Empower team to self-manage their work and identify and resolve challenges independently

  • Recognize and reward staff for accomplishments

  • Exhibit an ability to listen, negotiate and communicate goals; share knowledge, experience, and responsibility with the team to achieve the highest standards of professionalism

  • Instill a service mindset in team members when working with all business partners and stakeholders

  • Lead the team to communicate a consistent view of how HOOPP operates as an organization, its core values, and strategic plan to external stakeholders to facilitate strong relationships.

Provide leadership in implementing changes and new systems/processes within the team:

  • Stay current with any changes being implemented in order to communicate to the staff in a timely manner

  • Ensure team members are kept informed of department/Division changes and effectively explain why the changes are being made and impact to team and individuals

  • Help the staff identify/establish learning goals; ensure team members acquire the knowledge, skills, and experience they need to improve their performance

Support development of Member Services strategies and planning activities:

  • Collaborate and share information with colleagues both within and outside Plan Operations to:

    • Identify issues and trends across all departments in the division

    • Contribute to the ongoing improvement of standards, policies and procedures leading to the continuous elevation of service quality

    • Optimize service delivery and case management; coordinate and relay information; identify potential problem areas and resolve or escalate them

  • Identify client needs, issues and perceptions and communicate them within department/division

  • Assist team members in managing and educating customers to enable effective service delivery

  • Participate in departmental/divisional projects as necessary

What you bring:

  • Demonstrated ability and experience of 5-10 years in a leadership role.

  • Demonstrated commitment to client service delivery in the financial services sector

  • University / College education

  • Demonstrated leadership and management excellence including hiring, performance management and employee development

  • Excellent communication (both oral and written) and presentation skills

  • Strong interpersonal skills with the ability to influence across multiple levels and effectively deal with sensitive client situations

  • Proven excellence in servicing clients with the ability to see both the client’s perspective and the impact on the organization

  • Team player with the ability to influence, negotiate and develop win-win solutions

  • Skilled problem-solver and decision-maker

  • Ability to make complex decisions independently when the outcome of a faulty decision will be very public

  • Excellent time management, change readiness and organization skills

  • Knowledge of pension business, products, and services

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