We’re one of the fastest-growing pensions in the country for a reason. 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.*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.From adaptable work arrangements, comprehensive benefits to wellness incentives, and a defined benefit pension plan - we have you covered.

It’s why we’re consistently recognized as one of ‘Canada’s Most Admired Corporate Cultures’, one of ‘Greater Toronto’s Top Employers’, and one of the ‘Best Places to Work’.

- 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. Learn more about us by visiting artificial intelligence tools are used to screen, assess, or select applicants for this position. Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms. 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. 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. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested.

📌 Responsable Service Client / Manager Customer Service F/H (Toronto)
🏢 CAAT Pension
📍 Toronto