Manager, Client Services

At CAAT, we’re passionate about what we do. 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. 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. 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.

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, You’ll:

• 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.

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: 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.
• A Place to Collaborate and Win: We’ve built a lively environment where creativity and open communication thrive.
• 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.

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.