THE ROLE

This is an exciting chance for an exceptional individual to join a team of high performing professionals and make a significant impact. As UPP builds its engagement model and implements a new Pension Administration Solution, the Associate Director, Pension Operations will play a dedicated role in engaging with the project team to build the go forward member and employer service experience and build out training strategy and artifacts. Once the project is complete, they will then transition to lead the teams accountable for service delivery.

Reporting to the Managing Director, Service Experience will build strong trusted relationships and communicate effectively with UPP’s members and employers in the support and development of UPP’s Pension services.

This role will lead three lines of business: Member Transactions, pension payroll and Data, Reporting and Analytics. The role will provide leadership for pension data operations and governance, ensuring pension data is treated as a strategic asset with clear ownership, defined quality standards, effective controls, and transparent reporting across member, employer, payroll, actuarial, finance, technology, and regulatory processes.

In support of the Managing Director, Service Experience, this position will have a role in helping UPP meet our own strategic imperative to deliver world-class services to our members and employers. This role is based in downtown Toronto under a hybrid work policy, allowing employees the flexibility to work remotely and in-office (approximately two days per week in-office).

This job is for an existing vacancy.

SPECIFIC ACCOUNTABILITIES

Pension Data Governance Leadership Establish and operationalize a pension data governance framework with clear accountabilities, data standards, data definitions, business rules, lineage, and critical data elements required to support accurate member records, contributions, service, earnings, calculations, payroll, reporting, and regulatory obligations.

Lead pension data quality management across key dimensions including accuracy,



completeness, consistency, timeliness, reliability, relevance, access, coherence, and interpretability, with measurable thresholds, monitoring routines, issue management, and escalation protocols.

Build and oversee data controls for inbound employer data, member events, pension calculations, payroll interfaces, system conversions, reconciliations, reporting extracts, and downstream data uses.

Lead root-cause analysis and remediation of pension data issues, ensuring defects are prioritized based on member impact, financial risk, regulatory exposure, operational risk, and employer experience.

Develop governance routines, dashboards, and reporting that provide senior leadership and Board-level visibility into data quality, data risks, remediation progress, unresolved exceptions, and emerging trends.

Partner with Pension Operations, Employer Experience, Member Experience, Technology, Finance, Actuarial, Legal, Privacy, and Risk teams to ensure data governance practices support plan administration, member outcomes, compliance, and service excellence.

Champion a culture of data accountability by creating practical guidance, training, issue resolution routines, and continuous improvement practices that strengthen trust in pension data across the organization.

Act as a subject-matter expert of UPP plan provisions and calculation rules

Instill a service mindset in team members Develop an expert internal team to build UPP’s member service offering and intellectual capital base

Exhibit an ability to listen, negotiate and communicate goals; share knowledge, experience, and responsibility with the team to achieve the highest standards of professionalism





Contribute to UPP’s reputation as a respectful employer, partner, and participant in the financial sector

Other projects and activities, as required QUALIFICATIONS &

EXPERIENCE Bachelor’s degree in Business Administration or other related disciplines

Possessing an MBA, C EBS, PPAC or any other relevant professional designation would be an asset

10+ years of progressive experience in pensions Build strong cross-functional relationships

Demonstrated success working in a hands-on multi-faceted stakeholder environment Ability to aspire confidence in a broad range of constituencies through a proactive, respectful, and accessible communication style

Demonstrated experience designing or operating data governance, data quality, data stewardship, or data management practices in a pension, financial services, insurance, benefits administration, or similarly regulated environment.

Strong understanding of how pension data supports contribution processing, service and earnings records, benefit calculations, payroll, actuarial valuations, financial controls, member communications, employer reporting, and regulatory filings.

Experience establishing data quality metrics, controls, reconciliations, issue logs, remediation plans, service-level expectations, and governance reporting for operational data sets.

Ability to translate complex data issues into clear business impacts, risk assessments, decision points, and executive-ready recommendations. ATTRIBUTES High degree of self-motivation and professionalism

Ability to prioritize and manage multiple client streams in a time sensitive manner

Excellent relationship building and conflict resolution skills

Demonstrated leadership abilities

Excellent interpersonal and verbal communication skills A collaborative approach to understand and respond to organizational needs and partner with various organizational teams

High degree of professional ethics and integrity

Strong commercial and strategic judgment

📌 Associate Director, Pension Data Operations & Governance (Toronto)
🏢 University Pension Plan
📍 Toronto