Position: Manager, Member Services Centre

Position Type: Permanent, Full-Time, Management

Location: In Office - Calgary, Alberta

Classification: Pay Group VI

Salary Range: $95,655.00 to $140,748.00

Closing Date: July 16, 2025 @ 11:59 p.m. MT

If you’re ready to lead and inspire a dynamic team in a brand-new downtown Calgary Member Services Centre branch, have a collaborative approach, and love learning…

let’s talk!

What you’re passionate about

You love new challenges and have a vision. You’re a people person, and love supporting your team and members in person – providing exceptional customer service. You’re flexible, open, and adapt well to change. You enjoy putting all the moving pieces together, continually problem solving and ensuring everyone understands their role and the vision. You appreciate the value of collaboration and being part of a management team that relies on input and encourages innovation. A fast-paced and complex environment does not scare you – instead, it engages and inspires you!

Responsibilities of the Manager, Member Services Centre

Contact Centre Management

As part of the Member Services Centre management team:

• Lead the delivery of an excellent customer experience for pension plan members, with an emphasis on in-person member support
• Lead all functions of the contact centre including capacity planning and forecasting, workforce management, related metric reporting and analysis, quality assurance, real-time support and education coordination
• Drive, strengthen and document process improvements
• Develop and assist in the development of tools which are actively used to manage staff and operations
• Participate in strategic management initiatives and innovation
• Strategically analyze and anticipate new and emerging trends and demands, and develop action plans to evolve overall service strategy

Relationship Management

• Liaise with internal teams to ensure coordinated effort for service delivery, including system changes and improvements
• Interact with clients and other business areas to improve member experience and service delivery
• Support senior and executive leadership by providing input into strategic planning, operational objectives and goals, and ensure alignment with corporate goals, mission and values
• Build strong relationships and collaborate with all facets of APS

Employee Management

• Lead team in the space of corporate engagement, team building and recognition
• Offer regular coaching, feedback and performance discussions to ensure employees have the knowledge, skills and abilities to meet individual performance goals and operational objectives
• Support growth, learning and development plans for new and existing employees
• Communicate organizational priorities and strategic objectives
• Support employees through change

Issues Management

• Act as first point of contact for team and direct reports
• Work with internal and external stakeholders on issue resolution and impact assessment, while keeping stakeholders informed
• Foster business resiliency and help to plan and develop a risk management framework

What you bring

• Post-secondary education (in business, finance or actuarial sciences is desirable) with a minimum of three years of directly related experience
• Success leading a team of individuals in a business or finance-oriented environment is considered an asset
• Knowledge of cloud-based contact centre software, databases, and tools (e.g. Five9) is considered an asset
• Ability to understand complex calculations and systems
• Completion of Pension Plan Administration Certificate (PPAC) courses or similar, is considered an asset
• Excellent organizational, time management, communication and problem-solving skills
• Experience identifying and implementing change and process improvement initiatives
• Strong leadership skills including prioritization, project management, collaboration, motivation, coaching, mentoring, and tactical and strategic thinking
• Ability to make and influence decisions that impact the organization
• Demonstrated ability to take ownership of issues and ensure they are resolved

Why choose APS

APS is made up of hard-working, respectful and talented people who understand and invite diversity to the workplace. We take pride in holding ourselves accountable and continuing to meet or exceed service levels for plan members, pensioners and employers. We ensure they receive quality services because they—along with our people—are the reason we endure and succeed.

And it sure feels good helping hard-working Albertans receive their well-deserved pensions.

What APS has to offer

• Defined benefit pension plan
• Community-minded workplace with a friendly team environment
• Vacation starting at 15 days per year, 13 statutory holidays, personal days, plus office closure between Christmas and New Year’s Day
• Competitive benefit package featuring extended health and dental benefits and a 100% employer-paid flexible spending account
• In-house training programs, extensive career development and coaching program, access to external education opportunities and wellness programs
• Discount programs through various partner agencies