Manager, Member Enquiries

Healthcare of Ontario Pension Plan Trust Fund Company; Toronto; On-site; CAD 86,000 - 131,000; Full time

Benefits offered by this job

Health & dental benefits

Wellness programs

Job summary

Healthcare of Ontario Pension Plan (HOOPP) is seeking a Manager/Team Lead to lead a Member Services team. The role focuses on delivering high-quality service to HOOPP members primarily via calls and emails, with strong emphasis on coaching, onboarding, and continuous improvement.

The ideal candidate has extensive pension/financial services experience, proven leadership abilities, and excellent communication skills. HOOPP offers a robust benefits package and a clear path for career growth.

Qualifications

• 7 years related service experience in the pension/insurance/financial services industry.
• 1-2 years in a leadership role (preferred).
• Commitment to client service delivery in the financial services sector.
• Strong communication skills (verbal and written).
• Ability to manage multiple priorities and schedules.

Responsibilities

• Manage a team to deliver exceptional service to HOOPP Members through development and coaching.
• Meet regularly with direct reports to discuss personal development and provide feedback.
• Oversee onboarding of new team members and knowledge support for the Member Enquiries team.
• Ensure service levels and staffing targets are met across phone and email channels.
• Collaborate with Directors and other managers to align with divisional objectives and action plans.

Skills

Leadership

Customer service

Communication

Problem solving

Time management

Team management

Education

University/College degree

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 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 staffing challenges.
• Review all team vacation requests to ensure sufficient coverage.
• Collaborate with other manager/team lead to ensure the Member Enquiries team is coordinated and responding to phone calls and emails/secure messages within appropriate SLA.
• Manage requests for non-standard exceptions balancing sustainability and cost effectiveness against desire to provide flexible services to meet client needs.
• Be the Change Champion for the team when implementing changes and new systems/processes within the team: Take direction from the Director, Member Services to understand and reinforce all changes being introduced to their team.
• Stay current with any changes being implemented in order to communicate to the staff in a timely manner.
• Ensure team members are kept informed of department/Division changes and effectively explaining why the changes are being made and impact to team and individuals.

What you bring

• 7 years related service experience in the pension/insurance/financial services industry in a team environment.
• Demonstrated 1-2 years in a leadership role (preferred).
• Demonstrated commitment to client service delivery in the financial services sector.
• Completion of relevant University/College education.
• Client service oriented Displays leadership skills (i.e., ability to apply core managerial skills/competencies including resource allocation, business planning, work planning, project management, service quality management and problem solving).
• Strong communication skills (both verbal and written); ability to communicate complex information clearly and at a level appropriate for the audience.
• Strong analytical skills; effective troubleshooting ability Critical thinking.
• Strong interpersonal, relationship-building skills.
• Strong decision-making skills are required with sound judgement, prudence and integrity.
• Effective conflict resolution skills that will be used when dealing with both internal and external clients.
• Excellent time management skills: ability to plan, and prioritize workload as well as adaptability to a changing multi-tasked environment.
• Logical and detailed oriented.
• Ability to effectively identify and address difficult situations with tact and diplomacy.
• Use analytical skills to understand client matters/issues and take appropriate action.
• Identify service or process opportunities that will enhance the client experience.
• Ability to establish priorities taking into consideration a variety of competing interests.
• Ability to adapt in an ongoing change environment.

The expected annual base salary range for this role is: $86,000 - $131,000 CAD.

This role is eligible to participate in discretionary incentive plan(s), subject to the terms and conditions of the applicable incentive plan text.

About HOOPP

Founded in 1960 by the Ontario Hospital Association, the Healthcare of Ontario Pension Plan (HOOPP) is one of Canada’s strongest and most stable defined benefit pension plans. For over 65 years, HOOPP has delivered on its pension promise to Ontario’s healthcare workers, now serving more than 504,000 members and 870 employers across the province. With offices in Toronto and London, HOOPP manages a global, diversified multi-asset portfolio. One of Canada’s Maple 8 pension plans, HOOPP oversees $132 billion in assets and remains fully funded, supported by strong risk-adjusted returns, stable contribution rates for more than 20 years and independent governance. Our strength is powered by our people who bring HOOPP’s mission, vision and values to life and play a crucial role in helping us succeed.

We are a purpose-driven organization committed to building an equitable, diverse and inclusive workplace where different perspectives drive better outcomes. We look for talented, forward-thinking individuals who want their work to have real impact on the lives of others. We believe an equitable, diverse and inclusive (EDI) workplace is integral to cultivating a positive culture. We integrate fair and inclusive practices into our programs and processes, creating equal opportunity and establishing a consistent employee experience across our organization.

If you need accommodation at any point in our recruitment process, please advise your recruiter or email us at [e-mail] and we will be happy to consult with you so that arrangements can be made for reasonable accommodation.

HOOPP may use artificial intelligence tools to assist in screening, assessing and selecting applicants for this position. These tools support our recruitment process but do not replace human judgment and decision-making.