Member Services Team Lead — Pension & Client Service

Hoopp-; Toronto; On-site; CAD 86,000 - 131,000; Full time

Benefits offered by this job

Health & dental benefits

Pension plan

Wellness programs

Learning & development

Job summary

HOOPP is seeking a Manager/Team Lead for the Member Services division to guide a team delivering outstanding service to HOOPP members via calls and secure messages. You will drive continuous improvement, coaching staff, and implementing initiatives to enhance the member experience.

The role reports to the Director, Member Services and emphasizes onboarding new team members, knowledge sharing, and performance management in a dynamic pension services environment.

Qualifications

• 7 years related service experience in pension/insurance/financial services.
• 1-2 years in a leadership role (preferred).
• Completion of university/college education.

Responsibilities

• Lead a team to deliver exceptional service to HOOPP members via incoming calls and emails.
• Coach team through performance reviews and development plans; set clear expectations.
• Monitor SLA adherence, staffing and escalations; collaborate with other teams to ensure seamless service.

Job description

HOOPP is seeking a Manager/Team Lead for the Member Services division to guide a team delivering outstanding service to HOOPP members via calls and secure messages. You will drive continuous improvement, coaching staff, and implementing initiatives to enhance the member experience.

The role reports to the Director, Member Services and emphasizes onboarding new team members, knowledge sharing, and performance management in a dynamic pension services environment.