Team Lead, Member Services

CAAT Pension Plan; Toronto; On-site; CAD 90,000 - 110,000; Full time

Job summary

CAAT Pension Plan is looking for a Team Lead, Member Services to enhance operations and deliver high-quality service. The successful candidate will manage team responsibilities, ensure accuracy in pension administration, and support team development. Join a vibrant workplace that values innovation and growth, contributing directly to improved retirement security for Canadians.

Benefits

Flexible work arrangements

Comprehensive benefits

Defined benefit pension plan

Qualifications

• Minimum of 7 years in pension administration with progressively more senior responsibilities.
• Experience in training and mentoring staff.
• In-depth knowledge of compliance issues such as minimum disclosure and PBA prescribed time limits.

Responsibilities

• Oversee daily team operations and resolve escalated issues.
• Evaluate pension administration processes to identify gaps.
• Act as the first point of contact for escalated member queries.

Skills

Analytical skills

Attention to detail

Problem-solving

Time management

Communication

Interpersonal skills

Education

College Diploma or University Degree

CEBS designation or PPAC

Tools

Microsoft Office Suite

Job description

Get AI-powered advice on this job and more exclusive features.

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 Team Lead, Member Services, to oversee the day-to-day operations of the Member Services team and provide subject matter expertise in pension administration, guidance, support, training, and education to staff.

Reporting to the Manager, Member Services, the Team Lead reviews disbursements for pensions, lump-sum payments, and off-cycle payments set up by the team. Thorough knowledge of pension calculations and formulas is essential to ensure accuracy of results. This role works closely with leadership to ensure efficient service delivery and high-quality member experience.

As the Newest Member of our Team, You’ll:

• Assist the Manager, Member Services in monitoring statistical data to ensure all service activities are completed in a timely manner to meet or exceed service standards.
• Oversee daily team operations, including assigning work, managing and tracking SLAs, prioritizing workloads, and resolving escalated issues.
• Evaluate pension administration processes to identify procedural gaps and training needs, and mentor and coach team members to promote development through guidance and feedback.
• Utilize spreadsheet tools and systems (e.g., case management) to extract, analyze, and present data for dashboards and state of admin reports.
• Lead and support initiatives/projects focused on operational efficiency and process improvement.
• Act as the first point of contact for escalated member queries and handle complex, escalated, or high-profile member cases with accuracy and sensitivity.
• Actively participate in Employer update sessions, support member walk-ins, and serve as the primary liaison with CIBC Mellon.
• Review disbursements for pensions, lump-sum, and off-cycle payment setups, and plan and manage various batch processes such as the retiree and survivor annual statements.
• Maintain currency in plan provisions, pension legislation, and regulations by actively participating in training and continuous learning, and educate the team on the impact to employer requirements and member entitlements.
• Ensure compliance with internal controls and uphold privacy and confidentiality standards.

To Succeed, You Bring:

• A College Diploma or University Degree is required; CEBS designation or PPAC is highly desirable.
• A minimum of 7 years of experience working in pension administration with progressively more senior responsibilities.
• Experience working with MEPP, public sector pension administration, or outsourcing service provider; experience working with pension administration systems and pension plan texts.
• Demonstrated experience in training and mentoring staff; experience leading a team is an asset.
• In-depth knowledge of compliance issues and rules such as marriage breakdown, minimum disclosure, and PBA prescribed time limits.
• Excellent analytical skills, attention to detail, mathematical aptitude, problem-solving, and time management skills.
• Excellent communication and interpersonal skills with a demonstrated ability to handle escalated matters with tact and diplomacy.
• Proficiency in Microsoft Office Suite, specifically Excel, and the ability to learn new software programs.

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 the ‘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.

If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being, then CAAT could be the right fit for you. Start your journey with us today. Apply now.

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

Diversity, Equity, Inclusion, and Belonging (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.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Analyst and Finance

Referrals increase your chances of interviewing at CAAT Pension Plan by 2x

Get notified about new Service Team Lead jobs in Toronto, Ontario, Canada.

IT Service Desk Specialist/Team Lead - 12 Month Contract

IT Service Desk Specialist/team Lead - 12 Month Contract

Director, Customer Success, Optimization-R-249383

Toronto, Ontario, Canada CA$90,000.00-CA$110,000.00 3 weeks ago

Process Architect Senior Manager - Service Delivery Support

Director Client Services, Contact Centre

Toronto, Ontario, Canada CA$152,593.00-CA$192,232.00 3 weeks ago

Senior Customer Success Manager (Toronto)

Sr. Consultant, IT Service Delivery - Contact Center Technology

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.