Manager, Member Enquiries

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

Benefits offered by this job

Defined benefit pension

Company-paid extended health & dental

Learning & development

Diversity & inclusion

Wellness programs

Job summary

HOOPP is seeking a Manager/Team Lead to oversee a team delivering service to HOOPP members primarily via calls and emails. The role focuses on coaching, staffing, and process improvements to ensure high-quality member experiences and adherence to service levels.

The ideal candidate will have a passion for service, comfort with change, and a drive for continuous improvement, reporting to the Director, Member Services.

Qualifications

• Experience leading a team delivering service to HOOPP members primarily via calls and emails.
• Ability to coach and develop direct reports through performance reviews and feedback.
• Strong focus on process improvement and knowledge sharing.

Responsibilities

• Manage a team to deliver exceptional service to HOOPP Members via phone, email, and other channels.
• Hold regular meetings with direct reports to discuss development, changes, and feedback.
• Oversee onboarding of new team members and ongoing training to ensure readiness and knowledge growth.
• Monitor team productivity and provide corrective action as needed to meet SLAs.
• Support setting and achieving individual and team performance goals aligned with divisional objectives.

Skills

Team leadership

Customer service

Staff development

Performance management

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 400,000 members in Ontario's healthcare sector. More than 660 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. HOOPP has recently upgraded its pension administration solution and changed its service model to a high-touch, consultative approach to help members throughout the journey from active employment to retirement.

Reporting directly to the Director, Member Services, the Manager/Team Lead position is responsible for managing a team that delivers service to HOOPP members primarily via incoming calls and emails. The Manager/Team Lead manages the implementation of service initiatives that support the delivery of excellent client service and ensures that appropriate staffing levels are always in place.

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:

• Manage a team to deliver exceptional service to all HOOPP Members 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
• Ensure the team is using the available member interaction opportunities to educate and inform the member and that the interactions are aligned with the Service Interaction Cycle.
• 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 Director, Member 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 members and other stakeholders to eliminate potential problems; be available for escalations from members and elevate to the Director, Member Services as appropriate.
• Support building a best-in-class team through leading the day-to-day onboarding of new team members and provide continuous learning support
• Responsible for the onboarding and integrating of new resources to the Member Enquiries team to ensure they are ready to respond to incoming phone calls from all external phone queues and secure messages.
• 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 Members through different channels, i.e., phone, email etc.
• Ensure incoming phone calls are being answered within the established service levels, adjusting resources in real time where necessary.
• Ensure adequate staffing is in place throughout the day to meet service targets
• Make recommendations to the Director when forecasting upcoming