Manager, Employer Services

hoopp; Toronto; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Defined benefit pension plan

Extened health and dental benefits

Wellness & development programs

LinkedIn Learning access

Job summary

HOOPP is seeking a Manager, Employer Services to lead a front-line team and deliver outstanding service to Ontario healthcare employers. You will coach staff, drive performance, and support onboarding and ongoing development to ensure high quality client interactions.

You will collaborate with senior leadership, manage escalations, and help align service delivery with HOOPP’s pension promises and divisional goals.

Qualifications

• Leads front-line service team delivering employer services.
• Monitors performance and provides feedback and coaching.
• Develops onboarding and ongoing learning plans for staff.
• Coordinates with senior leadership to align objectives for employers.
• Manages escalations from employers and stakeholders.

Responsibilities

• Manage a team to deliver exceptional service to HOOPP employers through development and coaching.
• Meet regularly with direct reports to discuss personal development, updates, and feedback.
• Onboard and integrate new resources into the Employer Services team with ongoing learning support.
• Ensure SLAs are met and service targets are achieved and issues escalated when needed.
• Provide knowledge support, identify training gaps, and communicate changes to the team.

Skills

Team leadership

Employee coaching

Performance management

Stakeholder management

Onboarding

Job description

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 870 employers across the province offer HOOPP to their employees.

The Pension Services Division is responsible for providing service to Employers and Members to deliver on HOOPP's pension promise.

Reporting directly to the Senior Director, Employer, the Manager, Employer Services is responsible for managing a front-line service team that services employers will all stages of administration of the HOOPP Plan. The role manages the service initiatives that support the delivery of excellent client service with a focus on providing support and guidance to HOOPP employers.

What you will do:

• Manage a team to deliver exceptional service to our HOOPP employers through development and coaching.


• Meet regularly with direct reports to discuss personal development, communicate changes / updates, and obtain feedback


• Commit to the personal development of direct reports through:
  
  
  
  • Performance reviews
  
  
  • Ongoing feedback and quickly addressing performance issues
  
  
  • Individual development plans: recognize and recommend appropriate training opportunities and assignments to ensure staff gain needed skills.
  
  
  
  


• Monitor the effectiveness and productivity of the team and provide feedback; implement corrective action as required


• Manage and provide direction to ensure work is completed in a timely manner


• Support the Senior Director, Employer Services in setting individual and team performance goals in line with broader divisional and corporate objectives; identify and communicate actions and timelines needed to reach objectives


• Ensure that all areas of accountabilities are documented and well understood by team members


• Proactively manage interactions with employers and other stakeholders to eliminate potential problems; be available for escalations from employers and elevate to the Senior Director, Employer Services as appropriate.


• Support building a best-in-class team through leading the day-to-day onboarding of new team members and providing continuous learning support


• Responsible for the onboarding and integration of new resources to the Employer Services team


• Review calls and call review feedback to identify gaps in learning and provide appropriate direction either through training or performance management and coaching.


• Responsible for providing continuous knowledge support to the team, including identifying training/knowledge gaps across the team or per individual, provide support in the introduction of new products or plan knowledge.


• Monitor to ensure adherence to the established service level agreements (SLAs); develop action plans to remedy issues.


• Manage the day-to-day delivery of service to all HOOPP Employers through different communication channels, i.e., phone, email, etc.


• Ensure employer requests (e.g. phone calls, secure messages, etc.) and cases are actioned within established service targets.


• Ensure adequate staffing is in place throughout the day to meet established targets


• Make recommendations to the Senior Director, Employer Services when forecasting upcoming staffing challenges


• Manage requests for non-standard exceptions, balancing sustainability and cost effectiveness against the desire to provide flexible services to meet employer needs.


• Be the Change Champion for the team when implementing changes and new systems/processes within the team:
  
  
  
  • Take direction from the Senior Director, Employer Services to understand and reinforce all changes being introduced to their team
  
  
  
  


• Stay current wit