Position: Manager - Member Service Specialist Category:




Province: ON
Branch Name: Direct Hire Dress Code:
Branch Phone: (905) 5868828 Job ID: 5138
Pay Info: Order Type: DH

Manager- Member Services Specialist

Reporting directly to the Senior Director, Member Services, this position is responsible for leading a team that delivers service to Members – Active, Retired and Deferred. The Manager is responsible for the implementation of service initiatives that support the delivery of excellent client service. They ensure that appropriate staffing levels are always in place and that the team has the training and support required for the effective delivery of service. In addition to providing leadership to their team, the Manager is also responsible for establishing and maintaining strong business relationships within Plan Ops and with other divisions in the delivery of member services. The ideal candidate is someone who is passion for service and uses an active management style. They are comfortable with change and have experience leading a service team through a transformation as well as operating with a view to continuous improvement.

Duties and Responsibilities:
• Manage the assigned Member Services team to deliver exceptional service to all members including day-to-day administrative activities as well as providing information and education in order for members to maximize their pension benefit.
• Oversee the delivery of service to all members through different channels, i.e. in person, over the phone, webcast etc.
• Proactively manage interactions with members and other stakeholders to eliminate potential problems; resolve escalated member issues to a win-win resolution
• Monitor applicable phone and work queues for SLAs; develop action plans to remedy issues
• Escalate issues as they arise in order to determine an appropriate resolution
• Collaborate with other managers to ensure team is coordinated and responding to secure messages within appropriate SLA
• Monitor the effectiveness and productivity of the team and provide feedback; implement corrective action as required
• Manage requests for non-standard exceptions balancing sustainability and cost effectiveness against desire to provide flexible services to meet client needs
• Build a ‘Best in Class’ Service Team through recruitment, development and coaching
• Manage and provide direction to ensure work is completed in a timely manner
• Define and set annual individual and team performance goals in line with broader divisional and corporate objectives; identify and communicate actions and timelines needed to reach objectives
• Ensure that all areas of accountabilities are documented and well understood by team members
• Meet regularly with direct reports to discuss personal development, communicate changes / updates and obtain feedback
• Commit to the personal development of direct reports through Interim performance reviews (quarterly)
• Ongoing feedback and quickly addressing performance issues
• Individual development plans; recognize and recommend appropriate training opportunities and assignments to ensure staff gain needed skills
• Administer staff compensation, ensuring consistency and equity
• Develop individual and team performance by fostering and develop a strong, positive team environment, driving empowerment and engagement
• Motivate and lead the team to achieve individual, departmental and divisional goals aimed at increasing member satisfaction
• Empower team to self-manage their work and identify and resolve challenges independently
• Recognize and reward staff for accomplishments
• Exhibit an ability to listen, negotiate and communicate goals; share knowledge, experience and responsibility with the team to achieve the highest standards of professionalism
• Instill a service mindset in team members when working with all business partners and stakeholders
• Provide leadership in implementing changes and new systems/processes within the team
• Stay current with any changes being implemented in order to communicate to the staff in a timely manner
• Ensure team members are kept informed of department/Division changes and effectively explaining why the changes are being made and impact to team and individuals
• Help the staff identify/establish learning goals; ensure team members acquire the knowledge, skills and experience they need to improve their performance
• Support development of Member Services strategies and planning activities
• Collaborate and share information with colleagues both within and outside Plan Operations to Identify issues and trends across all departments in the division
• Contribute to the ongoing improvement of standards, policies and procedures leading to the continuous elevation of service quality
• Optimize service delivery and case management; coordinate and relay information; identify potential problem areas and resolve or escalate them
• Identify client needs, issues and perceptions and communicate them within department/division
• Assist team members in managing and educating customers to enable effective service delivery
• Participate in departmental/divisional projects as necessary

Qualifications and Skills
• Demonstrated ability and experience of 5-10 years in a leadership role
• Demonstrated commitment to client service delivery in the financial services sector
• University / College education
• Demonstrated leadership and management excellence including hiring, performance management and employee development
• Excellent communication (both oral and written) and presentation skills
• Strong interpersonal skills with the ability to influence across multiple levels and effectively deal with sensitive client situations
• Proven excellence in servicing clients with the ability to see both the clients perspective and the impact on the organization
• Team player with the ability to influence, negotiate, and develop win-win solutions
• Skilled problem solver and decision maker
• Ability to make complex decisions independently when outcome of a faulty decision will be very public
• Excellent time management, change readiness and organization skills
• Knowledge of pension business, products and services