Manager, Client Services

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  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.

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.

• 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.

• 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 $-$. Placement within our salary range will be based on factors such as internal equity, market conditions, and the candidate’s experience, skills, and qualifications relevant to the role.

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…