Client Services Lead, Member Care Centre

CAAT Pension Plan; Canada; On-site; CAD 126,000 - 157,000; Full time

Benefits offered by this job

Total Rewards program

Flexible work arrangements

Wellness incentives

Defined benefit pension plan

Job summary

CAAT Pension Plan in Canada seeks a Manager, Client Services to lead the Member Care Centre, oversee daily activities, and enhance the frontline service experience. Reporting to the Director, Client Services, the role stabilises operations, strengthens team capability, and uses data and member feedback to drive continuous improvement.

You will lead all call centre operations to ensure exceptional service delivery and operational effectiveness, guiding strategic initiatives and cross‑functional

Qualifications

• Post-secondary education in Business Administration or equivalent.
• Minimum 8 years of pension administration experience, preferably in a defined benefit environment.
• Minimum 3 years of leadership with coaching and team development experience.
• Strong knowledge of pension legislation, administration practices, and client service operations.

Responsibilities

• Monitor performance metrics, trends, and feedback; implement improvements.
• Coach and develop a high-performing team; foster a client-focused culture.
• Manage service levels, capacity, call volumes, and real-time issues.
• Establish service standards, KPIs, QA practices, and workforce performance.
• Handle member escalations and operational challenges; develop timely solutions.
• Lead initiatives on legislative updates and business process improvements.

Skills

Leadership

Coaching

Stakeholder management

Pension administration

Data analysis

Education

Post-secondary education in Business Administration

Pension designations CEBS/PPAC/RRC/RRA (asset)

Tools

Microsoft Office

Excel

Job description

CAAT Pension Plan in Canada seeks a Manager, Client Services to lead the Member Care Centre, oversee daily activities, and enhance the frontline service experience. Reporting to the Director, Client Services, the role stabilises operations, strengthens team capability, and uses data and member feedback to drive continuous improvement.

You will lead all call centre operations to ensure exceptional service delivery and operational effectiveness, guiding strategic initiatives and cross‑functional