{"id":1499169,"url":"https://alion.io/job/acpm-manager-member-services","title":"Manager, Member Services","company":{"id":1957665,"name":"ACPM","domain":"acpm.com","url":"https://alion.io/company/acpm-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":65000,"max_usd":136000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":139},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"LinkedIn","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-23T00:00:00Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-05T01:40:44Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Why you’ll love working here:\nhigh-performance, people-focused culture\n\nour 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\n\nlearning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth\n\nmembership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security\n\ncompetitive, 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).\n\noptional post-retirement health and dental benefits subsidized at 50%\n\nyoga classes, meditation workshops, nutritional consultations, and wellness seminars\n\nthe 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\n\nJob Summary:\nThe 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.\nReporting 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.\nThe ideal candidate is someone who has a passion for service and is comfortable with change and operating with a view to continuous improvement.\nWhat you will do:\nManage a team to deliver exceptional serviceto all HOOPP Members through development and coaching.\nMeet regularly with direct reports to discuss personal development, communicate changes / updates, and obtain feedback\n\nCommit to the personal development of direct reportsthrough:\nPerformance reviews\n\nOngoing feedback and quickly addressing performance issues\n\nIndividual development plans: recognize and recommend appropriate training opportunities and assignments to ensure staff gain needed skills\n\nEnsurethe team is using the available member interaction opportunities to educate and inform the memberand that the interactions are aligned with the Service Interaction Cycle.\n\nMonitor the effectiveness and productivity of the teamand provide feedback; implement corrective action as required\n\nManage and provide direction to ensure work is completed in a timely manner\n\nSupport 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\n\nEnsure that all areas of accountabilities are documented and well understood by team members\n\nProactively 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.\n\nSupport building a best-in-class team through leading the day-to-day onboarding of new team members and provide continuous learning support\nResponsible 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.\n\nReview calls and call review feedback to identify gapsin learning and provide appropriate direction either through training or performance management and coaching.\n\nResponsible 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.\n\nMonitor to ensure adherence to the established service level agreements (SLAs); developaction plans to remedy issues.\nManage the day-to-day delivery of service toall HOOPP Members through different channels, i.e., phone, email etc.\n\nEnsure incoming phone calls are being answered within the established service levels, adjusting resources in real time where necessary.\n\nEnsure adequate staffing is in place throughout the day to meet service targets\n\nMake recommendations to the Director when forecasting upcoming staffing challenges\n\nReview all team vacation requests to ensure sufficient coverage\n\nCollaborate 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\n\nManage requests for non-standard exceptions balancing sustainability and cost effectiveness against desire to provide flexible services to meet client needs\n\nBe the Change Champion for the team when implementing changes and new systems/processeswithin the team:\nTake direction from the Director, Member Services to understand and reinforce all changes being introduced to their team\n\nStay current with any changes being implemented in order to communicate to the staff in a timely manner\n\nEnsure team members are kept informed of department/Division changes and effectively explaining why the changes are being made and impact to team and individuals\n\nWhat you bring:\n7 years related service experience in the pension/insurance/financial services industry in a team environment.\n\nDemonstrated 1-2 years in a leadership role (preferred)\n\nDemonstrated commitment to client service delivery in the financial services sector.\n\nCompletion of relevant University/College education.\n\nClient service oriented\n\nDisplays 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)\n\nStrong communication skills (both verbal and written); ability to communicate complex information clearly and at a level appropriate for the audience.\n\nStrong analytical skills; effective troubleshooting ability\n\nCritical thinking\n\nStrong interpersonal, relationship-building skills\n\nStrong decision-making skills are required with sound judgement, prudence and integrity\n\nEffective conflict resolution skills that will be used when dealing with both internal and external clients.\n\nExcellent time management skills: ability to plan, and prioritize workload as well as adaptability to a changing multi-tasked environment\n\nLogical and detailed oriented\n\nAbility to effectively identify and address difficult situations with tact and diplomacy. Use analytical skills to understand client matters/issues and take appropriate action\n\nIdentify service or process opportunities that will enhance the client experience\n\nAbility to establish priorities taking into consideration a variety of competing interests.\n\nAbility to adapt in an ongoing change environment.\n\nThe expected annual base salary range for this role is: $86,000 - $131,000 CADThe 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.\nThis role is eligible to participate in discretionary incentive plan(s), subject to the terms and conditions of the applicable incentive plan text.\nThis job is for an existing vacancy.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.","description_format":"text","description_chars":8224,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Equity","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Hotels & Resorts"],"lifecycle":[{"event":"open","at":"2026-09-30T03:25:31Z"}],"visa":[],"liveness":{"score":87,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.866,"p_room":1,"age_days":11,"expected_fill_days":40,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-04T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/acpm-manager-member-services","json_url":"https://alion.io/job/acpm-manager-member-services.json","meta":{"generated_at":"2026-10-05T03:10:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4357,"day_limit":5000,"remaining_today":643,"minute_limit":60,"resets_at":"2026-10-06T00:00:00Z"}}}