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 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.

What you will do:

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.