Manager, Client Services

Résumé du poste

The Manager, Client Services will lead the Member Care Centre, overseeing daily operations and the frontline service experience. They are responsible for monitoring performance metrics, coaching the team, and driving continuous improvement initiatives to enhance service quality.

Détails du poste

At CAAT, we’re passionate about what we do. And it shows! Here, you’ll find a cultural spark in everything we do – from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn’t just feel different at CAAT. It is different. We’re one of the fastest-growing pensions in the country for a reason. We challenge the status quo, making a real impact on the hundreds of employers we serve – from education institutions to major corporations and household brands. And we’re just getting started. Driven by core values and a shared purpose, we’re fierce champions for better retirement security, known for our can-do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit, we’d love you to be a part of it. About the Role: We are seeking a Manager, Client Services to lead the Member Care Centre, oversee daily activities and the frontline service experience, and identify opportunities to enhance service delivery. Reporting to the Director, Client Services, the Manager will stabilize operations, strengthen team capability, improve service quality and consistency, and use operational data and member feedback to drive continuous improvement. As the Newest Member of our Team, You’ll: Lead all call centre operations, ensuring exceptional service delivery and operational effectiveness. Monitor performance metrics, analyze trends and member feedback, and implement improvements that enhance service quality and efficiency. Coach, mentor, and develop a high-performing team while fostering a client-focused and continuous improvement culture. Monitor service levels and capacity, manage call volumes, and address real-time operational challenges, including technical disruptions and escalations. Establish and monitor service standards, KPIs, quality assurance practices, and workforce performance. Manage member escalations, service issues, and operational challenges, developing effective and timely solutions. Lead initiatives related to legislative updates, business process improvements, and operational enhancements. Collaborate across the organization to improve the member experience and support business objectives. To Succeed, You Bring: Post-secondary education in Business Administration or an equivalent combination of education and experience. Minimum 8 years of pension administration experience, preferably within a defined benefit pension environment. Minimum 3 years of leadership with the proven ability to coach and develop teams, manage change, and lead continuous improvement initiatives. Strong knowledge of pension legislation, administration practices, and client service operations. Demonstrated experience leading contact centre or service operations, utilizing data and metrics to drive performance and decision-making. Strong analytical, problem-solving, communication, and stakeholder management skills. Demonstrated client relationship management skills and ability to enhance service excellence Pension industry designations such as CEBS, PPAC, RRC, or RRA are considered an asset. Proficiency with Microsoft Office, including Excel, and the ability to learn new systems and technologies. The target hiring salary for this position is $125,800.00-$157,200.00. Placement within our salary range will be based on factors such as internal equity, market conditions, and the candidate’s experience, skills, and qualifications relevant to the role. At CAAT, we believe innovation, passion, and purpose are ingredients for a great work environment. We’re incredibly proud of our people and the remarkable impact they have as catalysts for change. We’re committed to attracting and keeping great talent, which means competitive compensation, exceptional benefits, and an environment where people can grow and thrive. When you work with CAAT, you’ll enjoy: Opportunities to Build a Better You: We never stand still. As we grow, so do you. Enjoy a place that provides endless opportunities to learn and master your skills while cultivating new ones. Comprehensive & Holistic Care: Be at your best with a Total Rewards program that feeds and prioritizes your physical, mental, and financial wellness. From flexible work arrangements, comprehensive benefits to wellness incentives, and a defined benefit pension plan – we have you covered. A Place to Collaborate and Win: We’ve built a lively environment where creativity and open communication thrive. It’s why we’re consistently recognized as one of ‘Canada’s Most Admired Corporate Cultures’, one of ‘Greater Toronto’s Top Employers’, and one of the ‘Best Places to Work’. Work that Truly Matters. You’re giving Canadians the opportunity for better retirement security, and organizations the chance to do more. If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being, then CAAT could be the right fit for you. Start your journey with us today. Apply now. Learn more about us by visiting www.caatpension.ca/careers No artificial intelligence tools are used to screen, assess, or select applicants for this position. Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms. All hiring decisions are made by human reviewers. Diversity, Equity, Inclusion, and Belonging (DEIB): DEIB at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work. CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact us at hr@caatpension.ca or call Human Resources at 416-673-9000 for assistance. Vacancy: This posting is for an existing vacancy

Ce que vous ferez

The Manager, Client Services will lead the Member Care Centre, overseeing daily operations and the frontline service experience. They are responsible for monitoring performance metrics, coaching the team, and driving continuous improvement initiatives to enhance service quality.

Exigences

Candidates must have at least 8 years of pension administration experience and 3 years of leadership experience. A post-secondary education in Business Administration or an equivalent combination of education and experience is required.

Avantages

• Defined benefit pension plan • Comprehensive benefits • Flexible work arrangements • Wellness incentives

Compétences indiquées

• Continuous Improvement · Souhaitée
• Change Management · Souhaitée
• Résolution de problèmes · Souhaitée
• Analyse de données · Souhaitée
• Microsoft Excel · Souhaitée
• Communication · Souhaitée
• Microsoft Office · Souhaitée
• Coaching · Souhaitée
• Team Leadership · Souhaitée
• Stakeholder Management · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Pension administration
• Team leadership
• Contact centre management
• Performance metrics
• Client service operations
• Change management
• Continuous improvement
• Stakeholder management
• Problem-solving
• Communication
• Data analysis
• Microsoft Office
• Excel
• Strategic planning
• Coaching
• Quality Assurance
• Service Operations
• Key Performance Indicators (KPIs)
• Performance Management
• Operations
• Problem Solving
• Stakeholder Management
• Leadership
• Decision Making
• Innovation
• Continuous Improvement Process
• Business Administration
• Artificial Intelligence
• Customer Relationship Management
• Customer Service
• Equities
• Business Objectives
• Creativity
• Business Metrics
• Performance Metric
• Call Center Experience
• Service Standards
• Operational Data Store
• Legislation
• Holistic Health
• Business Process Improvement
• Equity Markets
• Client Services
• Computer-Aided Audit Tools
• Certified Employee Benefit Specialist

Domaines d’emploi

• Management & Leadership
• Customer Service & Support
• Finance & Accounting
• Client Services Manager
• Customer Service Manager (General)
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers