THE ROLE

Reporting to the Managing Director, Growth &

- Enabling Services, the Senior Director, Enabling Services plays a leadership role in advancing the operational capabilities that support Pension Services Division. This role leads the Plan Policy, Learning &
- Development, Knowledge Management, and Quality Assurance functions, ensuring Pension Services has the policies, knowledge, capabilities, and quality practices required to deliver consistent, compliant, and member-focused service.

Working closely with leaders across Pension Services Division, Legal, Actuary, Communications, Technology, Compliance and Risk and other enterprise partners, the Senior Director ensures legislative changes, policy decisions, operational procedures, learning/ training programs, and quality standards are effectively integrated into Pension Services. This role is based in downtown Toronto in a hybrid work environment, allowing employees the flexibility to work remotely and in-office (minimum two days per week in-office).

This posting is for an existing vacancy.

SPECIFIC ACCOUNTABILITIES The Senior Director, Enabling Services will have responsibility for, but not limited to, the following: Plan Policy Provide strategic leadership and oversight for UPP's pension policy function, ensuring policies, plan interpretations, administrative procedures, and regulatory guidance support effective pension administration

Oversee the implementation of legislative and regulatory changes, ensuring policy decisions are translated into operational practices across Pension Services

Guide the development and continuous evolution of plan amendments, policy frameworks, and administrative standards including the Onboarding Business Requirements Manual (in partnership with the Onboarding Team) and the Employer Administrative Manual Partner with Legal, Actuarial, and Pension Operations to ensure consistent interpretation and application of plan provisions and legislative requirements

Monitor emerging legislative, regulatory, and industry developments, assessing organizational impacts and recommending appropriate responses Learning, Development &

- Knowledge Management Lead the Learning, Development and Knowledge Management team accountable for the training roadmap for internal team members (new plan onboarding and BAU), Maintain accurate, up-to-date training and education materials to ensure effective operational performance across the division.

Support member education requirements and support the AD, Education and Engagement.

Establish and operationalize a knowledge management repository to document Plan interpretations, administrative decisions and administrative rules for all UPP schedules of benefits.

Champion the strategic adoption of artificial intelligence, digital capabilities, automation,



and knowledge management technologies across Pension Services by partnering with Data and Technology to implement solutions that enhance service delivery, operational efficiency and knowledge sharing in alignment with UPP’s enterprise AI Framework

Translate organizational strategies into effective and efficient business operations including maintaining the up to date Employer Administration Manual

Oversee the development and continuous evolution of learning strategies, programs, and knowledge resources Establish governance for knowledge management, ensuring operational policies, procedures, business rules, and training materials remain accurate and aligned with legislative changes and UPP’s strategic objectives

Champion creative learning approaches, digital/AI enablement, and knowledge-sharing practices Team Leadership Provide leadership and coaching to a multidisciplinary team responsible for Plan Policy, Learning &

- Development, Knowledge Management, and Quality Assurance.

Foster a collaborative and high-performing work environment

Embrace ongoing change management with each new participating employer Provide focus and clarity in establishing individual goals, driving performance, supporting career development, and rewarding individual and team success.

Stakeholder Relationship Management

Build and maintain strong partnerships across Pension Services and enterprise functions to ensure enabling services effectively support operational priorities, growth initiatives, and organizational change.

Act as a trusted advisor to the Managing Director, Growth &

- Enabling Services, providing strategic guidance on policy, operational readiness, learning, knowledge management, and quality assurance for BAU and Growth/ onboarding

Collaborate with senior leaders and business partners to support organizational growth, employer onboarding, and the successful implementation of strategic initiatives.

Represent Enabling Services on cross-functional governance committees, projects, and initiatives, promoting alignment, consistency, and operational excellence across Pension Services. Enablement &

- Controls/ Quality Assurance Lead the implementation, effectiveness, and continuous improvement of processes and controls across multiple areas, ensuring alignment with the Target Operating Model and enterprise risk framework.

Drives consistency and discipline in process execution and control design, ensuring risks are identified and managed at source and that control maturity is strengthened over time.

Ensures that processes and controls are practical, scalable,



and consistently applied across teams, supporting both operational delivery and governance requirements.

Actively engages with Second Line functions to enable effective oversight and challenge, ensuring feedback is incorporated to improve control design and execution.

Partners with Third Line (Internal Audit) to support independent assurance, ensuring timely, transparent, and effective responses to audit findings, recommendations, and information requests.

Promotes a culture of ownership and constructive challenge, reinforcing accountability and continuous improvement across teams.

Ensure a complimentary Quality Assurance Program is developed, implemented and stabilized.

QUALIFICATIONS &

EXPERIENCE Bachelor’s degree in a related discipline, such as business, political science, actuarial science or law Minimum 12+ years of progressive experience in pension administration, pension policy, operational enablement, learning and development, quality assurance, or a comparable regulated financial services environment

Minimum 5+ years of leadership experience managing multiple teams or functional areas Strong knowledge of pension plan operations, including familiarity with plan regulations, Canadian pension law, governance, processes, systems and services. Ability to inspire confidence and manage expectations in a broad range of stakeholders through a proactive, respectful, diplomatic and accessible communication style Ability to adapt to evolving requirements and priorities to consistently deliver required outcomesExperience and expertise in drafting and implementing plan amendments

Experience and expertise in drafting and implementing plan amendments

Expertise in effectively managing procedure development through conducting research interviews, facilitating brainstorming meetings, working groups and gap analysis sessions

Experience with process mapping, gap identification and development of business procedures

Excellent verbal and written communication skills with the ability to simplify complex and technical information into concise, accurate and plain language procedures

Demonstrated success working in a hands-on multi-faceted stakeholder environment Professional designations such as CEBS, PPAC, or other relevant certifications are considered assets. ATTRIBUTES Strategic, design-oriented leader with a strong execution mindset.

Deeply customer-centric, with a focus on building trust and clarity Comfortable operating in complexity and ambiguity.

Strong collaborator who builds alignment across diverse stakeholders.

Disciplined and detail-oriented, with a focus on quality and scalability.

Proactive problem solver who anticipates risks before they materialize.

High integrity and sound judgment in regulated environments.

Commitments to continuous improvement and operational excellence.

📌 Senior Director, Enabling Services (Toronto)
🏢 University Pension Plan
📍 Toronto