Manager, Client Services

At CAAT were passionate about what we do. And it shows!

Here youll 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 doesnt just feel different at CAAT. It is different. Were 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 were just getting started. Driven by core values and a shared purpose were 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 wed love you to be a part of it.

About the Role:

We are seeking a Manager Client Services to lead the Member Care Centre oversee daily activities and the frontline service experience and identify opportunities to enhance service delivery.

Reporting to the Director Client Services the Manager will stabilize operations strengthen team capability improve service quality and consistency and use operational data and member feedback to drive continuous improvement.

As the Newest Member of our Team Youll:

• Lead all call centre operations ensuring exceptional service delivery and operational effectiveness.
• Monitor performance metrics analyze trends and member feedback and implement improvements that enhance service quality and efficiency.
• Coach mentor and develop a high-performing team while fostering a client-focused and continuous improvement culture.
• Monitor service levels and capacity manage call volumes and address real-time operational challenges including technical disruptions and escalations.
• Establish and monitor service standards KPIs quality assurance practices and workforce performance.
• Manage member escalations service issues and operational challenges developing effective and timely solutions.
• Lead initiatives related to legislative updates business process improvements and operational enhancements.
• Collaborate across the organization to improve the member experience and support business objectives.
  

To Succeed You Bring:

• Post-secondary education in Business Administration or an equivalent combination of education and experience.
• Minimum 8 years of pension administration experience preferably within a defined benefit pension environment.
• Minimum 3 years of leadership with the proven ability to coach and develop teams manage change and lead continuous improvement initiatives.
• Strong knowledge of pension legislation administration practices and client service operations.
• Demonstrated experience leading contact centre or service operations utilizing data and metrics to drive performance and decision-making.
• Strong analytical problem-solving communication and stakeholder management skills.
• Demonstrated client relationship management skills and ability to enhance service excellence
• Pension industry designations such as CEBS PPAC RRC or RRA are considered an asset.
• Proficiency with Microsoft Office including Excel and the ability to learn new systems and technologies.

The target hiring salary for this position is $125800.00-$157200.00. Placement within our salary range will be based on factors such as internal equity market conditions and the candidates experience skills and qualifications relevant to the role.

At CAAT we believe innovation passion and purpose are ingredients for a great work environment. Were incredibly proud of our people and the remarkable impact they have as catalysts for change. Were 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 youll 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: Weve built a lively environment where creativity and open communication thrive. Its why were consistently recognized as one of Canadas Most Admired Corporate Cultures one of Greater Torontos Top Employers and one of the Best Places to Work.

• Work that Truly Matters. Youre 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 artificial intelligence tools are used to screen assess or select applicants for this position. Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms. All hiring decisions are made by human reviewers.

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 or call Human Resources at for assistance.

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