Manager, Member Services

Responsibilities

• Manage a front-line service team responsible for supporting members through all stages of the pension lifecycle, from enrolment to retirement.
• Lead, coach, and develop direct reports through regular performance reviews, feedback, and individual development plans.
• Monitor team effectiveness, productivity, and adherence to established service level agreements (SLAs).
• Oversee the onboarding and integration of new team members to ensure continuous learning and knowledge support.
• Proactively manage member interactions and escalations to resolve complex issues and maintain high service standards.
• Act as a change champion by communicating and implementing new systems, processes, and departmental updates.
• Support the Director, Member Services in setting and achieving team performance goals aligned with corporate objectives.

Requirements

• 7 years of related service experience within the pension, insurance, or financial services industry.
• Completion of a relevant University or College education.
• Strong communication skills, with the ability to explain complex information clearly to diverse audiences.
• Proven analytical and troubleshooting skills to identify service or process improvement opportunities.
• Strong decision-making and conflict resolution skills, utilizing sound judgement and diplomacy.
• Excellent time management and the ability to prioritize workloads in a fast-paced, changing environment.

Preferred Qualifications

• 1-2 years of experience in a leadership or supervisory role.

Benefits

• High-performance, people-focused culture with a commitment to equity, diversity, and inclusion.
• Membership in HOOPP’s world-class defined benefit pension plan.
• 100% company-paid extended health and dental benefits, including mental health and parental leave top-up.
• Access to learning and development initiatives, including LinkedIn Learning and professional workshops.
• Wellness programs including yoga, meditation workshops, and nutritional consultations.

About the Company

The Healthcare of Ontario Pension Plan (HOOPP) is one of Canada’s strongest and most stable defined benefit pension plans. For over 65 years, HOOPP has delivered on its pension promise to Ontario’s healthcare workers, serving more than 500,000 members. We are a purpose-driven organization managing a global, diversified multi-asset portfolio to ensure a secure retirement for those who care for our community.