Manager, Member Experience and Pension Operations

Manager, Member Experience and Pension Operations

Department: Member Experience and Pension Operations

Type: Contract - 12 months

Location: Toronto (Hybrid)

Posting Date: April 24th, 2025

At OPTrust, paying pensions today, preserving pensions for tomorrow is our mission and business.

When you choose OPTrust, you join a team of smart, talented people who fuel our success and have a passion for pensions. Everyone at OPTrust - in Toronto, London and Sydney - makes a meaningful impact. Our culture is driven by team members with different backgrounds and perspectives creating an inclusive and fulfilling place to work for everyone. We work in a fast-paced environment, but we find time to have fun and give back to the community.

What OPTrust Offers You

• Unique culture rooted in our core values - collaboration and teamwork, integrity, respect, flexibility, excellence and continuous improvement.
• A purpose-driven environment where we all work towards the common goal of paying pensions today and preserving pensions for tomorrow.
• A flexible, hybrid work model.
• Comprehensive benefits focused on your health and wellness.
• Optional membership in our world-class defined benefit pension plan.
• A dedicated inclusion, diversity and equity strategy with meaningful opportunities to participate, including our employee-led resource groups

About the role

As a key member of the Member Experience and Pension Operations management team, the successful candidate will be responsible for managing a team which provides highly personalized services to members and pensioners of the OPSEU Pension Plan throughout the entire membership lifecycle with an understanding of and commitment to the organization's mission and values.

What you'll do

Leadership

• Leads and supports pension operations with a business process modernization and operational excellence mindset using appropriate operational excellence tools & methodologies.
• Provides leadership and innovation in a number of specialized business areas.
• Manages staff development, and ongoing training; coaches and motivates staff to optimize service
• Determines staffing requirements necessary to meet business needs.
• Maintains compliance and productivity standards, service levels, and a high degree of member experience.
• Responsible for determining work priorities, developing plans for operational changes, and resolving issues.
• Responsible for overseeing the development of policies and procedures for the efficient operation of the team.
• Foster and maintain collaborative working relationship with team and business partners.
• Promotes OPTrust values and foster a collaborative working relationship with team, internal and external business partners.

Research & Analysis

• Ability to conduct research and analysis to identify and solve operational challenges.
• Experience with overseeing the data collection, reconciliation, translation and warehousing of pension data and maintaining data accuracy and integrity is an asset.

Change Management & Process Enhancement

• Strategic mindset, with experience leading change and implementing new business initiatives.
• Demonstrated ability to manage competing priorities in a dynamic environment, consistently meeting deadlines.
• Participate in special projects and committees as required.

What you bring

• Post-secondary Degree or Diploma, in addition to 5+ years' business experience in client service excellence, preferably in the financial services industry.
• Strong analytical and problem-solving skills along with exposure to process excellence methodologies, process improvement and business re-engineering; practical knowledge of Value Stream Mapping, Lean Six Sigma or similar methodologies is preferred.
• Ability to see the big picture and manage the details.
• Strong service orientation in addition to exceptional interpersonal skills, tact, and good judgment.
• Effective written and verbal communication skills.
• Exposure to pensions and employee benefits with industry specific training like CEBS or PPAC is also an asset.
• Exposure to business intelligence or data mining and working experience with MS Power BI or Tableau.
• Experience in supervising the work of others, with a commitment to people development.
• Demonstrated leadership, team building, coaching, motivating staff, and managing performance.
• Experience overseeing day-to-day operations, redirecting staff resources, managing work-inventory, and business relationships.
• Exemplify OPTrust's values: collaboration and teamwork, integrity, respect, flexibility, excellence, and continuous improvement.

Please submit your application via Workday by May 8th, 2025.

Serving a membership as diverse as ours and investing in a global market means cultivating an environment that embraces inclusion, diversity, and equity in everything we do. OPTrust is an organization engaged in building on our unique and diverse strengths. We know a diversity of backgrounds, cultures, gender identities and perspectives are critical to achieving our shared goals.

If you require accommodation at any time during the recruitment process, please send a message to careers@optrust.com, or discuss your needs with the Talent Acquisition Consultant during the telephone screening. We will do our best to work with you and provide appropriate accommodation.

As an organization we're seeking ways to respond to the Truth and Reconciliation Commission of Canada's Call to Action 92. We are working with the Canadian Council for Indigenous Business to build bridges with Indigenous communities and partners, and we have created an employee-led Reconciliation Working Group that will work with Indigenous experts to identify a path to reconciliation for our organization.

We thank all interested applicants, however only those under consideration will be contacted.