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 Team Lead, Client Services to oversee the daily operations of our Client Services team, providing subject matter expertise, coaching, guidance, and continuous education.

The incumbent will lead a team of Client Services Representatives using their expertise to advance the member experience and drive exceptional service standards across the team. This role will support member services initiatives and enhancements and partner with teams across CAAT to ensure client service readiness. The Team Lead is responsible for identifying service gaps and implementing improvements that are aligned with broader initiatives.

As the Newest Member of our Team, You’ll:

• Work alongside the Manager, Client Services to plan and manage the service delivery of the team to ensure all activities, goals, and communications are completed within service standards.
• Manage workload of direct reports, including scheduling, ensuring resources are optimized, and supporting with escalated member queries.
• Compile, analyze and present data, identify trends and make recommendations to improve client satisfaction, processes, and maximize efficiency
• Identify and implement member service process and procedure improvements to streamline and simplify the member experience
• Maintain currency in government policy and legislation that could affect pension benefits, maintains detailed knowledge of the Plan text, member and employer communication as well as pension administration processes and procedures.
• Participates and leads ongoing training and education related to the plan text, policies and legislation, ensuring the team maintains current knowledge and processes and procedures are updated accordingly
• Conduct quality call reviews and provide ongoing feedback and training to the team
• Identify opportunities for improvement and creates a positive client-focused environment and highly engaged team

To Succeed, You Bring:

• Post secondary education or combination of equivalent training, education, and experience.; CEBS designation, or PPAC is highly desirable.
• Minimum seven (7) years of experience working in pension administration with progressively more senior responsibilities.
• Experience working with MEPP, public sector pension administration, or outsourcing service provider; experience working with pension administration systems and pension plan texts.
• Demonstrated experience training and mentoring staff; experience leading a team is an asset.
• Call centre experience and using call centre agents/systems is an asset.
• Analytical skills, as well as attention to detail, a mathematical aptitude, excellent problem solving and time management skills.
• Excellent oral and written communication skills to effectively communicate complex subject matter to a wide range of audiences and adapt your style, as required.
• Proficiency in Microsoft Office suite specifically Excel and ability to learn new software programs is required.

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

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.