Manager, Client Services

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

Benefits offered by this job

Competitive compensation

Total Rewards program

Flexible work arrangements

Wellness incentives

Job summary

CAAT Pension Plan is seeking a Manager, Client Services to lead the Member Care Centre and oversee daily operations, driving service delivery excellence. Reporting to the Director, Client Services, you will stabilize operations, strengthen team capability, and use data and member feedback to drive continuous improvement.

You will lead call centre operations, monitor metrics, coach a high-performing team, manage service levels, and collaborate across the organization to enhance the member

Qualifications

• Post-secondary education in Business Administration or equivalent combination of education and experience.
• Minimum 8 years of pension administration experience, preferably within a defined benefit pension environment.
• Minimum 3 years of leadership with proven ability to coach and develop teams, manage change, and lead continuous improvement initiatives.
• Strong knowledge of pension legislation, administration practices, and client service operations.
• Demonstrated experience leading contact centre or service operations, using data/metrics to drive performance.

Responsibilities

• Lead all call centre operations, ensuring exceptional service delivery and operational effectiveness.
• Monitor performance metrics, analyze trends and member feedback, and implement improvements that enhance service quality and efficiency.
• Coach, mentor, and develop a high-performing team while fostering a client-focused and continuous improvement culture.
• Monitor service levels and capacity, manage call volumes, and address real-time operational challenges, including disruptions.
• Establish and monitor service standards, KPIs, quality assurance practices, and workforce performance.
• Manage member escalations and service issues, developing timely solutions.
• Lead initiatives related to legislative updates, business process improvements, and operational enhancements.
• Collaborate across the organization to improve the member experience and support business objectives.

Skills

Leadership

Pension administration

Data analysis

Stakeholder management

Communication

Education

Post-secondary education in Business Administration

Tools

Excel

Job description

At CAAT, we’re passionate about what we do. And it shows! Here, you’ll 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 doesn’t just feel different at CAAT. It is different. We’re 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 we’re just getting started. Driven by core values and a shared purpose, we’re 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, we’d love you to be a part of it.

About The Role

We are seeking a Manager, Client Services to lead the Member Care Centre, oversee daily activities and the frontline service experience, and identify opportunities to enhance service delivery. Reporting to the Director, Client Services, the Manager will stabilize operations, strengthen team capability, improve service quality and consistency, and use operational data and member feedback to drive continuous improvement.

As The Newest Member Of Our Team, You’ll

• Lead all call centre operations, ensuring exceptional service delivery and operational effectiveness.
• Monitor performance metrics, analyze trends and member feedback, and implement improvements that enhance service quality and efficiency.
• Coach, mentor, and develop a high-performing team while fostering a client-focused and continuous improvement culture.
• Monitor service levels and capacity, manage call volumes, and address real-time operational challenges, including technical disruptions and escalations.
• Establish and monitor service standards, KPIs, quality assurance practices, and workforce performance.
• Manage member escalations, service issues, and operational challenges, developing effective and timely solutions.
• Lead initiatives related to legislative updates, business process improvements, and operational enhancements.
• Collaborate across the organization to improve the member experience and support business objectives.

To Succeed, You Bring

• Post-secondary education in Business Administration or an equivalent combination of education and experience.
• Minimum 8 years of pension administration experience, preferably within a defined benefit pension environment.
• Minimum 3 years of leadership with the proven ability to coach and develop teams, manage change, and lead continuous improvement initiatives.
• Strong knowledge of pension legislation, administration practices, and client service operations.
• Demonstrated experience leading contact centre or service operations, utilizing data and metrics to drive performance and decision-making.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Demonstrated client relationship management skills and ability to enhance service excellence
• Pension industry designations such as CEBS, PPAC, RRC, or RRA are considered an asset.
• Proficiency with Microsoft Office, including Excel, and the ability to learn new systems and technologies.

The target hiring salary for this position is $125,800.00-$157,200.00. Placement within our salary range will be based on factors such as internal equity, market conditions, and the candidate’s experience, skills, and qualifications relevant to the role.

At CAAT, we believe innovation, passion, and purpose are ingredients for a great work environment. We’re incredibly proud of our people and the remarkable impact they have as catalysts for change. We’re 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, you’ll 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: We've built a lively environment where creativity and open communication thrive. It's why we're consistently recognized as one of 'Canada's Most Admired Corporate Cultures', one of 'Greater Toronto's Top Employers', and one of 'Best Places to Work'.
• Work that Truly Matters. You're giving Canadians the opportunity for better retirement security, and organizations the chance to do more.

Learn more about us by visiting www.caatpension.ca/careers

No artificial intelligence tools are used to screen, assess, or select applicants for this position. Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms. All hiring decisions are made by human reviewers.

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 [e-mail] or call Human Resources at 416-673-9000 for assistance.

Vacancy

This posting is for an existing vacancy