Choose a workplace that empowers your impact.

Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be — and deliver — your best.

We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 600,000+ members, placing their best interests at the heart of everything we do.

Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.

Don’t just work anywhere — come build tomorrow together with us.

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Position Scope:
As the leader of the member- and employer- focused team in Pensions, that is at the heart of the organization’s very purpose, the Vice President, Member and Employer Experience, will lead and implement member and employer programs in support of our 2030 Strategy. You will empower and support your team, of approximately 200 employees, in the development of best-in-class services, including a modern and innovative contact centre, transactional processing, and external education functions. You will build trusted relationships and actively engage with internal and external stakeholders, providing a future-facing vision that includes enhanced digital interactions and stronger member and employer relationships. You will foster a collaborative team environment, maintaining an inclusive and diverse workplace culture that puts people at the forefront.

In this role, you will report to the Chief Pension Officer and become part of the Pensions Executive Leadership Committee.

As a member of this team, you will be responsible for:
Developing and overseeing a multi-year Member and Employer Experience strategy that enhances value, deepens relationships, and ultimately serves members and employers in the way they want to be served, while improving service levels and compliance

Providing exceptional leadership and oversight to the Member Experience and Employer Experience teams; including developing team members and identifying opportunities for growth and improvement

Overseeing our digital and non-digital interactions, ensuring a positive member and employer experience

Partnering with internal teams, including the Products & Technology team, enabling the re-engineering of business processes, digitization of interactions, implementation of AI and other tools and technology to enhance member and employer service, while finding opportunities for internal efficiency

Simplifying processes for gathering / reconciling data for over 1,000 diverse employers

Overseeing our transactional processing, ensuring quality and adherence to service level standards

Identifying approaches to, and overseeing delivery of, employer and member education and training

Taking steps to build strong relationships with members, employers and stakeholders, and maintaining those relationships over time

Serving as an ambassador of OMERS with the employer community

Implementing governance and operating standards that ensure compliance with established control and legislative requirements

Partnering with other Pensions leaders to align priorities in the delivery of our 2030 Strategy and annual objectives

Managing the Member and Employer Experience operating plan budgets while, effectively engaging in the planning process and ensuring sound fiscal management

To succeed in this role, you have:
University degree and/or a combination of equivalent training, education and experience, coupled with 10-15 years of leadership experience in pensions, financial services or municipal contact centre and/or processing centre

Certified Employee Benefits Specialist (CEBS), Pension Plan Administration Certificate (CEBS), CPA or JD/LLB designation is an asset

Extensive experience leading customer service / service orientation and or operational team, in a complex multi-disciplined business unit

Strong ability to innovate, drive change and influence people from different levels of the organization, while maintaining a positive culture

Strong operational and people management skills, with more than 10 years of management experience

Demonstrated ability to build, motivate and lead high-performing functional teams

We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. In delivering on our pension promise, keeping us connected to our work and each other, our flexible hybrid work guideline requires this role to come into the office 4 days per week.

As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.

From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.