Manager, Member Services
Top Benefits
About the role
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, parental leave top-up, and a health spending account). optional post-retirement health and dental benefits subsidized at 50% yoga classes, meditation workshops, nutritional consultations, and wellness seminars 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 500,000 members in Ontario’s healthcare sector. More than 850 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. Reporting directly to the Director, Member Services, the Manager, Member Services is responsible for managing a front-line service team that services members across all stages of the pension lifecycle, from enrolment through to retirement and 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. The ideal candidate is someone who has a passion for service and is comfortable with change and operating with a view to continuous improvement. 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 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. Manage the day-to-day delivery of service to all HOOPP Members through different communication channels, i.e., phone, email etc. 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 client needs Be the Change Champion for the team when implementing changes and new systems/processes within the team: Take direction from the Director, Member Services to understand and reinforce all changes being introduced to their 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 explaining why the changes are being made and impact to team and individuals What you bring: 7 years related service experience in the pension/insurance/financial services industry in a team environment. Demonstrated 1-2 years in a leadership role (preferred) Demonstrated commitment to client service delivery in the financial services sector. Completion of relevant University/College education. Client service oriented Displays leadership skills (i.e., ability to apply core managerial skills/competencies including resource allocation, business planning, work planning, project management, service quality management and problem solving) Strong communication skills (both verbal and written); ability to communicate complex information clearly and at a level appropriate for the audience. Strong analytical skills; effective troubleshooting ability Critical thinking Strong interpersonal, relationship-building skills Strong decision-making skills are required with sound judgement, prudence and integrity Effective conflict resolution skills that will be used when dealing with both internal and external clients. Excellent time management skills: ability to plan, and prioritize workload as well as adaptability to a changing multi-tasked environment Logical and detailed oriented Ability to effectively identify and address difficult situations with tact and diplomacy. Use analytical skills to understand client matters/issues and take appropriate action Identify service or process opportunities that will enhance the client experience Ability to establish priorities taking into consideration a variety of competing interests. Ability to adapt in an ongoing change environment. The expected annual base salary range for this role is: $86,000 - $131,000 CAD The actual base salary offered to the successful candidate may vary based on multiple factors including, but not limited to, individual's expertise and level of experience applicable to the role they are being offered. This role is eligible to participate in discretionary incentive plan(s), subject to the terms and conditions of the applicable incentive plan text. This job is for an existing vacancy. HOOPP may use artificial intelligence tools to assist in screening, assessing and selecting applicants for this position. These tools support our recruitment process but do not replace human judgment and decision-making. About HOOPP Founded in 1960 by the Ontario Hospital Association, the Healthcare of Ontario Pension Plan (HOOPP) is one of Canada’s strongest and most stable defined benefit pension plans. For over 65 years, HOOPP has delivered on its pension promise to Ontario’s healthcare workers, now serving more than 504,000 members and 870 employers across the province. With offices in Toronto and London, HOOPP manages a global, diversified multi-asset portfolio. One of Canada’s Maple 8 pension plans, HOOPP oversees $132 billion in assets and remains fully funded, supported by strong risk-adjusted returns, stable contribution rates for more than 20 years and independent governance. Our strength is powered by our people who bring HOOPP’s mission, vision and values to life and play a crucial role in helping us succeed. We are a purpose-driven organization committed to building an equitable, diverse and inclusive workplace where different perspectives drive better outcomes. We look for talented, forward-thinking individuals who want their work to have real impact on the lives of others. We believe an equitable, diverse and inclusive (EDI) workplace is integral to cultivating a positive culture. We integrate fair and inclusive practices into our programs and processes, creating equal opportunity and establishing a consistent employee experience across our organization. If you need accommodation at any point in our recruitment process, please advise your recruiter or email us at HRinbox@hoopp.com and we will be happy to consult with you so that arrangements can be made for reasonable accommodation.
Not the right fit? Search for Manager, Member Services jobs in Toronto, Ontario, Canada
About HOOPP (Healthcare of Ontario Pension Plan)
Established in 1960, the Healthcare of Ontario Pension Plan (HOOPP) is a multi-employer defined benefit pension plan for Ontario's hospital and community-based healthcare sector. We serve more than 460,000 members who provide valued healthcare services at more than 670 employers across the province. At HOOPP, we exist to provide a stable and reliable pension for our members that starts in retirement and is paid for life. As one of Canada's largest and most respected pension plans, HOOPP's net assets reached $112.6 billion at the end of 2023 and our funded status remained strong at 115%. HOOPP's core values - professional, accountable, collaborative, compassionate and trustworthy - guide our every interaction with our members, employers and employees.
We've become one of Canada's leading pension plans by consistently challenging ourselves and embracing innovation. From our unique investment management approach to our innovative technology and thought-provoking research, we constantly seek to push the boundaries, and we do this by hiring passionate, forward-thinking people. Our high-performance culture, which spans our head office in Toronto and our office in London (UK), is founded on collaboration, respect and belonging. HOOPP is an equal opportunity employer and we're proud of our diversity. We select applicants for employment solely on the basis of their qualifications. Should you require accommodation because of a disability during the recruitment and selection process, please contact our Human Resources team. We will be happy to consult with you so that arrangements can be made for reasonable accommodation.
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Manager, Member Services
Top Benefits
About the role
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, parental leave top-up, and a health spending account). optional post-retirement health and dental benefits subsidized at 50% yoga classes, meditation workshops, nutritional consultations, and wellness seminars 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 500,000 members in Ontario’s healthcare sector. More than 850 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. Reporting directly to the Director, Member Services, the Manager, Member Services is responsible for managing a front-line service team that services members across all stages of the pension lifecycle, from enrolment through to retirement and 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. The ideal candidate is someone who has a passion for service and is comfortable with change and operating with a view to continuous improvement. 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 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. Manage the day-to-day delivery of service to all HOOPP Members through different communication channels, i.e., phone, email etc. 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 client needs Be the Change Champion for the team when implementing changes and new systems/processes within the team: Take direction from the Director, Member Services to understand and reinforce all changes being introduced to their 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 explaining why the changes are being made and impact to team and individuals What you bring: 7 years related service experience in the pension/insurance/financial services industry in a team environment. Demonstrated 1-2 years in a leadership role (preferred) Demonstrated commitment to client service delivery in the financial services sector. Completion of relevant University/College education. Client service oriented Displays leadership skills (i.e., ability to apply core managerial skills/competencies including resource allocation, business planning, work planning, project management, service quality management and problem solving) Strong communication skills (both verbal and written); ability to communicate complex information clearly and at a level appropriate for the audience. Strong analytical skills; effective troubleshooting ability Critical thinking Strong interpersonal, relationship-building skills Strong decision-making skills are required with sound judgement, prudence and integrity Effective conflict resolution skills that will be used when dealing with both internal and external clients. Excellent time management skills: ability to plan, and prioritize workload as well as adaptability to a changing multi-tasked environment Logical and detailed oriented Ability to effectively identify and address difficult situations with tact and diplomacy. Use analytical skills to understand client matters/issues and take appropriate action Identify service or process opportunities that will enhance the client experience Ability to establish priorities taking into consideration a variety of competing interests. Ability to adapt in an ongoing change environment. The expected annual base salary range for this role is: $86,000 - $131,000 CAD The actual base salary offered to the successful candidate may vary based on multiple factors including, but not limited to, individual's expertise and level of experience applicable to the role they are being offered. This role is eligible to participate in discretionary incentive plan(s), subject to the terms and conditions of the applicable incentive plan text. This job is for an existing vacancy. HOOPP may use artificial intelligence tools to assist in screening, assessing and selecting applicants for this position. These tools support our recruitment process but do not replace human judgment and decision-making. About HOOPP Founded in 1960 by the Ontario Hospital Association, the Healthcare of Ontario Pension Plan (HOOPP) is one of Canada’s strongest and most stable defined benefit pension plans. For over 65 years, HOOPP has delivered on its pension promise to Ontario’s healthcare workers, now serving more than 504,000 members and 870 employers across the province. With offices in Toronto and London, HOOPP manages a global, diversified multi-asset portfolio. One of Canada’s Maple 8 pension plans, HOOPP oversees $132 billion in assets and remains fully funded, supported by strong risk-adjusted returns, stable contribution rates for more than 20 years and independent governance. Our strength is powered by our people who bring HOOPP’s mission, vision and values to life and play a crucial role in helping us succeed. We are a purpose-driven organization committed to building an equitable, diverse and inclusive workplace where different perspectives drive better outcomes. We look for talented, forward-thinking individuals who want their work to have real impact on the lives of others. We believe an equitable, diverse and inclusive (EDI) workplace is integral to cultivating a positive culture. We integrate fair and inclusive practices into our programs and processes, creating equal opportunity and establishing a consistent employee experience across our organization. If you need accommodation at any point in our recruitment process, please advise your recruiter or email us at HRinbox@hoopp.com and we will be happy to consult with you so that arrangements can be made for reasonable accommodation.
Not the right fit? Search for Manager, Member Services jobs in Toronto, Ontario, Canada
About HOOPP (Healthcare of Ontario Pension Plan)
Established in 1960, the Healthcare of Ontario Pension Plan (HOOPP) is a multi-employer defined benefit pension plan for Ontario's hospital and community-based healthcare sector. We serve more than 460,000 members who provide valued healthcare services at more than 670 employers across the province. At HOOPP, we exist to provide a stable and reliable pension for our members that starts in retirement and is paid for life. As one of Canada's largest and most respected pension plans, HOOPP's net assets reached $112.6 billion at the end of 2023 and our funded status remained strong at 115%. HOOPP's core values - professional, accountable, collaborative, compassionate and trustworthy - guide our every interaction with our members, employers and employees.
We've become one of Canada's leading pension plans by consistently challenging ourselves and embracing innovation. From our unique investment management approach to our innovative technology and thought-provoking research, we constantly seek to push the boundaries, and we do this by hiring passionate, forward-thinking people. Our high-performance culture, which spans our head office in Toronto and our office in London (UK), is founded on collaboration, respect and belonging. HOOPP is an equal opportunity employer and we're proud of our diversity. We select applicants for employment solely on the basis of their qualifications. Should you require accommodation because of a disability during the recruitment and selection process, please contact our Human Resources team. We will be happy to consult with you so that arrangements can be made for reasonable accommodation.