Associate Director, Member Education & Engagement

University Pension Plan•Toronto, ON

5d•Hybrid

About The Position

The Associate Director, Member Education & Engagement is accountable for the delivery and continuous improvement of UPP's technical member presentation program, serving as UPP's primary liaison for member-facing presentations. This role owns the development and delivery of member-facing education and engagement activities, ensuring members and participating employers receive consistent, accurate, and engaging pension education. This role serves as UPP's primary lead for the development and presentation of member engagement activities, overseeing the planning, coordination, and facilitation of webinars, presentations, workshops, retirement education sessions, and other educational initiatives delivered across participating employers. Working in partnership with Strategy & Communications, Pension Operations, Employer Services, Actuarial, Investments, and other business partners, the Associate Director ensures education programs are aligned with approved messaging, business priorities, legislative requirements, and UPP's member experience strategy. A key focus of the role is building trusted relationships with participating employers and employee representatives, identifying opportunities to enhance member engagement, and continuously improving education delivery through member feedback, operational insights, and evolving best practices. The successful candidate will be expected to personally lead and deliver complex pension work while acting as a trusted advisor to stakeholders. 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).

Requirements

Bachelor’s degree required
Minimum 8-10 years of progressive experience in Canadian defined benefit pension administration or a comparable regulated financial services environment
Demonstrated experience leading education, engagement, or client-facing programs within a complex, regulated environment
Strong understanding of Canadian defined benefit pension administration, including complex and employer-specific scenarios
Exceptional presentation, facilitation, and public speaking skills with experience presenting to diverse audiences, including executive stakeholders, employers, unions, and plan members
Demonstrated ability to build trusted relationships and influence stakeholders across multiple organizational levels
Experience using member feedback and performance metrics to improve service delivery and engagement outcomes
Exceptional verbal and written communication skills, with a proven ability to explain complex pension, actuarial, and regulatory concepts to technical and non-technical audiences.

Nice To Haves

postgraduate degree is an asset
Experience in university-sector or unionized environments is an asset
Professional designations such as CEBS or PPAC are considered assets

Responsibilities

Own the development and delivery, and continuous improvement of UPP's technical member education and engagement program across participating employers
Serve as UPP's primary representative and facilitator for member-facing education and engagement activities
Communicate complex technical information in plain language appropriate to the audience while maintaining technical accuracy.
Serve as a recognized subject matter expert on pension plan provisions, pension administration practices, and regulatory requirements.
Lead the planning, coordination, and delivery of webinars, presentations, workshops, retirement education sessions, and other member engagement opportunities
Develop and manage the annual member presentation and engagement calendar, ensuring effective coordination across employers, internal stakeholders, and business priorities
Build strong relationships with participating employers and employee representatives to understand education needs, identify engagement opportunities, and support employer readiness
Tailor presentation delivery to meet the needs of diverse member audiences while maintaining approved messaging, content, and communication standards established by Strategy & Communications
Maintain expert knowledge of UPP's pension plan, member services, digital tools, and member experience to effectively facilitate education activities and respond to member and employer questions
Identify when specialized expertise is required and coordinate participation from subject matter experts across Pension Operations, Actuarial, Investments, Product, Legal, and other business areas
Monitor education program effectiveness through participation metrics, member feedback, employer feedback, and engagement insights, using findings to continuously improve delivery approaches
Lead, coach, and develop team members responsible for member education and engagement activities, fostering a culture of collaboration, innovation, and continuous improvement
Prepare and present program performance updates, engagement metrics, emerging trends, and recommendations to senior leadership
Represent UPP at employer meetings, conferences, onboarding events, retirement planning sessions, and other external engagement opportunities as required.
Lead the execution of the design, implementation, and ongoing effectiveness of processes and controls across assigned functions, ensuring alignment with the Target Operating Model and enterprise risk frameworks.
Fosters a culture of constructive challenge by actively engaging with Second- and Third-Line functions, ensuring effective oversight and assurance, and driving timely and transparent responses to feedback, findings, and 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.