Manager, Member Services

HOOPP (Healthcare of Ontario Pension Plan) • Toronto, ON

18h • CA$86,000 - CA$131,000 • Onsite

About The Position

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.

Requirements

• 7 years related service experience in the pension/insurance/financial services industry in a team environment.
• 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.

Nice To Haves

• Demonstrated 1-2 years in a leadership role

Responsibilities

• 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.

Benefits

• high-performance, people-focused culture
• equity, diversity, and inclusion are fundamental to our work environment and business success
• learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning
• membership in HOOPP’s world class defined benefit pension plan
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree