Manager, Member Services

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 400,000 members in Ontario’s healthcare sector. More than 660 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. HOOPP has recently upgraded its pension administration solution and changed its service model to a high-touch, consultative approach to help members throughout the journey from active employment to retirement.

Reporting directly to the Director, Member Services, the Manager/Team Lead position is responsible for managing a team that delivers service to HOOPP members primarily via incoming calls and emails. The Manager/Team Lead manages the implementation of service initiatives that support the delivery of excellent client service and ensures that appropriate staffing levels are always in place.

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 serviceto all 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 reportsthrough:

  • 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

• Ensurethe team is using the available member interaction opportunities to educate and inform the memberand that the interactions are aligned with the Service Interaction Cycle.

• Monitor the effectiveness and productivity of the teamand 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 stakeholdersto 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 resourcesto the Member Enquiries team to ensure they are ready to respond to incoming phone calls from all external phone queues and secure messages.

• Review calls and call review feedback to identify gapsin 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 teamor per individual, provide support in the introduction of new products or plan knowledge.

Monitor to ensure adherence to the established service level agreements (SLAs); developaction plans to remedy issues.

• Manage the day-to-day delivery of service toall HOOPP Members through different channels, i.e., phone, email etc.

• Ensure incoming phone calls are being answered within the established service levels, adjusting resources in real time where necessary.

• Ensure adequate staffing is in place throughout the day to meet service targets

• Make recommendations to the Director when forecasting upcoming staffing challenges

• Review all team vacation requests to ensure sufficient coverage

• Collaborate with other manager/team lead to ensure the Member Enquiries team is coordinated and responding to phone calls and emails/secure messages within appropriate SLA

• 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/processeswithin 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 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.

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.