Employer Experience Analyst

Choose a workplace that empowers your impact. 

Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be — and deliver — your best.  

We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 665,000 members, placing their best interests at the heart of everything we do.

Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.

Don’t just work anywhere — come build tomorrow together with us.

Know someone at OMERS or Oxford Properties? Great! If you're referred, have them submit your name through Workday first. Then, watch for a unique link in your email to apply.

Reporting to the Manager, Employer Experience, the Analyst, as a member of the Employer Services team, is responsible for building strong relationships with employer administrators to provide guidance through their OMERS administration.

The Employer Experience team provides many opportunities to apply analytical skills and build strong working relationships within Pension Services and with OMERS administrators across Ontario. This work ultimately contributes to ensuring employer administrators report correct and timely information so that OMERS members can make informed decisions about their pensions.

You will be responsible for:

Client Service/Focus

• The first point of contact in answering inquiries and providing information to employers to allow them to understand and complete their administrative duties.
• Demonstrate excellent judgment and tact when dealing with employers, and ensure issues are investigated thoroughly when providing a response to a question or issue that has arisen.
• Develop new and enhance existing relationships with employers through personalized, meaningful interactions.
• As an ambassador of OMERS, maintain a professional rapport with others at all times.

Technical Expertise

• Acquire a solid understanding of other department functions related to administration of the OMERS Pension Plan(s) in order to provide timely and accurate support to OMERS employers.
• Able to handle all types of calls from basic inquires to sensitive complex issues, defusing situations where needed. Ability to clearly capture the key points of the call and respond to e-mail inquiries.
• Remain current on regulatory/policy changes relating to the OMERS Pension Plan(s), new OMERS initiatives and products, as well as pension industry related trends.
• Based on questions asked and feedback provided by employers, identify/recommend continuous improvement opportunities pertaining to process, communication materials (including employer newsletters, employer forms and the Employer Administration Manual), and system enhancements.
• Provide expertise and assist with other initiatives within Employer Experience and Stakeholder Relations.

Teamwork

• Works co-operatively with peers by sharing information and communicating in an open, honest and professional manner to ensure objectives are met.
• Develops and maintains an effective working relationship internally with all areas of Pensions.
• Keep appropriate management team members informed by providing immediate feedback on sensitive client issues.

Required Skills & Experience

• Minimum of 5 years working experience in pensions, financial or a contact centre/customer service-related industry
• Conceptual thinker with excellent oral communication skills and excellent writing skills.
• Possess a positive attitude, customer service focus with a commitment to personal development and continuous learning
• Excellent attention to detail, and ability to work under pressure to meet Employer Experience service levels
• Aptitude for technology

Preferred Skills & Experience

• University degree and/or college diploma
• Successful completion of Pension Plan Administration Certificate (PPAC) 1 and 2 and/or currently pursuing PPAC certificate is an asset
• Ability to speak French fluently would be an asset

You may also be eligible to receive an annual Incentive Award pursuant to our Short-term Incentive plan and our Long-Term Incentive plan (if applicable), and to participate in our group benefits and retirement plans – details on these elements of compensation are included within OMERS & Oxford offer letters.

As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.

From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.

Artificial intelligence (AI) tools are used to support certain stages of the OMERS recruitment process. While AI assists us in our process, human judgment and decision-making remain central to our candidate experience.