Manager, Member Services

At CAAT were passionate about what we do. And it shows!

Here youll find a cultural spark in everything we do from the way we partner with members and employers to the way we work collaborate and grow. It doesnt just feel different at CAAT. It is different. Were one of the fastest-growing pensions in the country for a reason. We challenge the status quo making a real impact on the hundreds of employers we serve from education institutions to major corporations and household brands. And were just getting started. Driven by core values and a shared purpose were fierce champions for better retirement security known for our can-do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit wed love you to be a part of it.

About the Role:

Reporting to the Director Member Services the Manager Member Services oversees the exceptional delivery of pension administrative services in accordance with Plan provisions and regulatory requirements.

This role drives operational excellence ensuring timely and accurate service and identifies opportunities for improvement to meet the evolving needs of members and the growth of the Plan. The Manager leads/participates in initiatives and special projects to ensure effective efficient and compliant service that supports the achievement of CAATs strategic goals.

As the Newest Member of our Team you Will:

• Oversee accurate and timely administration and processing of all events (e.g. service purchases terminations retirement member statements etc.) performed by the team.

• Provide guidance and assist the team with complex escalated member queries; investigate issues and engage Policy and management as required.

• Lead member initiatives and projects including the production of annual member statements calculation of COLA increases for deferred members and production of tax reporting for various transactions.

• Monitor extract and manipulate statistical data using Excel to ensure all activities are completed in a timely manner to meet or exceed agreed service standards.

• Ensure appropriate internal control confidentiality and privacy environment is maintained.

• Assist in delivering pension administration services during high-volume periods and identify opportunities to streamline processes and knowledge requirements.

• Work closely with leaders across Member Services and Employer Services to continuously monitor and report on the achievement of service standards and service quality.

• Respond to questions from Plan stakeholders both verbally and in writing and assist in developing and delivering employer education sessions.

• Maintain deep knowledge of pension system functionality and other support tools leading coaching and mentoring the team in their effective use.

• Identify opportunities for improvements in the pension administration system and ensure compliance with Plan text and legislation.

• Foster a highly engaged client-focused team through continuous development and coaching establish team goals and objectives conduct annual performance reviews and monitor progress.

To Succeed You Bring:

• University Degree in Business Administration Finance or equivalent; CEBS PPAC or CBP is desired

• Minimum 5-7 years experience in pension administration with progressively more senior responsibilities

• Minimum 3 years proven experience leading coaching and developing a team

• MEPP/public sector experience working directly with employers or experience with outsourcing service providers working directly with clients

• Strong knowledge of pension plan texts and pension legislation/regulations

• Demonstrated experience working with pension administration systems; employer and member portals; experience implementing new systems/technology is an asset

• Proficiency in Microsoft Office Suite specifically Excel.

At CAAT we believe innovation passion and purpose are ingredients for a great work environment. Were incredibly proud of our people and the remarkable impact they have as catalysts for change. Were committed to attracting and keeping great talent which means competitive compensation exceptional benefits and an environment where people can grow and thrive. When you work with CAAT youll enjoy:

• Opportunities to Build a Better You: We never stand still. As we grow so do you. Enjoy a place that provides endless opportunities to learn and master your skills while cultivating new ones.
• Comprehensive & Holistic Care: Be at your best with a Total Rewards program that feeds and prioritizes your physical mental and financial wellness. From flexible work arrangements comprehensive benefits to wellness incentives and a defined benefit pension plan we have you covered.
• A Place to Collaborate and Win: Weve built a lively environment where creativity and open communication thrive. Its why were consistently recognized as one of Canadas Most Admired Corporate Cultures one of Greater Torontos Top Employers and one of the Best Places to Work.
• Work that Truly Matters. Youre giving Canadians the opportunity for better retirement security and organizations the chance to do more.
  

If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being then CAAT could be the right fit for you. Start your journey with us today. Apply now.

Learn more about us by visiting Equity Inclusion and Belonging (DEIB):

DEIB at CAAT means we respect and value the broadest range of experiences geographies gender ethnicities backgrounds and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best professional authentic selves to work.

CAAT Pension Plan is an equal opportunity employer and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities if requested. Should any applicant require accommodation through the application processes please contact us at or call Human Resources at for assistance.