Associate Director, Employer & Employee Partner Experience

University Pension Plan•Toronto, ON

5d•Hybrid

About The Position

The Associate Director, Employer & Employee Partner Experience is accountable for leading the day-to-day delivery and performance of employer and employee partner service experiences, ensuring that participating organizations and their faculty associations and union representatives receive timely, accurate, and high-quality support across all standard service interactions. Reporting to the Director, Employer & Employee Partner Experience, this role is a key operational leader, accountable for translating service strategy into consistent execution. The Associate Director oversees service delivery operations, manages escalations, and drives service performance, while identifying opportunities for continuous improvement. The role works closely with the Director to implement service experience priorities and enhancements, ensuring employer and employee partner needs are effectively reflected in processes, tools, and service interactions. A core focus of this role is ensuring operational excellence, service consistency, and strong working relationships with employers and employee partners, while supporting service readiness and change adoption as UPP evolves. This role is based in downtown Toronto in a hybrid work environment, allowing employees the flexibility to work remotely and in-office (minimum two days per week in-office). This posting is for an existing vacancy.

Requirements

Bachelor’s degree required; postgraduate degree is an asset.
Minimum 8-10 years of progressive experience in employer services, pension administration, client experience, or a comparable regulated service environment.
Demonstrated experience leading employer- or client-facing service delivery operations, including issue resolution and relationship management.
Strong understanding of employer responsibilities in Canadian pension administration.
Experience working with unions and unionized environments is highly desirable.
Demonstrated ability to work cross-functionally with Product Management, Member Experience, Specialized Operations, Controls function, and Communications.
Experience using service performance metrics and feedback to drive service improvement.
Strong analytical, problem-solving, and data interpretation skills.
Exceptional written and verbal communication skills.

Nice To Haves

Professional designations such as CEBS or PPAC are considered assets.
Bilingualism in English and French is considered an asset.

Responsibilities

Lead the day-to-day operations of employer and employee partner support services, ensuring service standards for timeliness, accuracy, and quality are consistently met
Execute service experience priorities established by the Director, ensuring alignment with broader service strategy and organizational objectives
Develop and sustain trusted relationships with employers, employee partners and Faculty Associations to enable effective partnership models and enhance member service delivery through these key channels
Act as the primary escalation point for complex or sensitive employer and employee partner issues, ensuring timely resolution and clear communication
Monitor service performance metrics and operational insights, identifying trends, risks, and opportunities for improvement
Manage and develop the service delivery team, providing coaching, direction, and performance oversight to ensure a high-performing, client-focused environment.
Partner with Member Experience and Specialized Operations to ensure high-quality data is received from employers and available for transactions.
Partner with Product Management to translate employer and employee partner needs into actionable requirements, product roadmaps, and service enhancements.
Manage the implementation of new tools, processes, and service changes, ensuring operational readiness and effective adoption
Act as the organizational champion for the employer and employee partner voice, ensuring clarity, responsiveness, and collaboration in all communications, engagements, and service interactions.
Ensure consistency in service delivery practices, reinforcing standards for communication, responsiveness, and employer engagement
Lead, coach, and develop the Employer & Employee Partner Experience team, setting clear expectations and fostering a high-performing, service-oriented environment aligned with UPP’s core values
Leads the implementation, maintenance, and continuous improvement of processes and controls within assigned areas, ensuring they are clearly documented, consistently applied, and aligned to risk and governance requirements.
Engages proactively with Second- and Third-Line functions, welcoming challenge and feedback to strengthen control design and execution, and responding promptly to assurance and information requests.
Promotes a culture of ownership, accountability, and constructive challenge, where feedback from oversight and assurance functions is actively sought and used to strengthen processes and controls.