Manager, Member Services

Responsibilities

• Manage a team to deliver exceptional service to HOOPP members through development and coaching.
• Meet regularly with direct reports to discuss personal development, communicate changes / updates, and obtain feedback
• Commit to the personal development of direct reports through:
• Performance reviews
• Ongoing feedback and quickly addressing performance issues
• Individual development plans: recognize and recommend appropriate training opportunities and assignments to ensure staff gain needed skills
• Ensure the team is using the available member interaction opportunities to educate and inform the member and that the interactions are aligned with the Service Interaction Cycle
• Monitor the effectiveness and productivity of the team and provide feedback; implement corrective action as required
• Manage and provide direction to ensure work is completed in a timely manner
• Support the Director, Member Services in setting 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
• Proactively manage interactions with members and other stakeholders to eliminate potential problems; be available for escalations from members and escalate to the Director, Member Services as appropriate.
• Support building a best-in-class team through leading the day-to-day onboarding of new team members and provide continuous learning support
• Responsible for the onboarding and integrating of new resources to the Member Services team
• Review calls and call review feedback to identify gaps in learning and provide appropriate direction either through training or performance management and coaching.
• Responsible for providing continuous knowledge support to the team, including identifying training/knowledge gaps across the team or per individual, provide support in the introduction of new products or plan knowledge.
• Monitor to ensure adherence to the established service level agreements (SLAs); develop action plans to remedy issues.
• Manage the day-to-day delivery of service to all HOOPP Members through different communication channels, i.e., phone, email etc.
• Ensure member interactions (e.g. phone calls, secure messages etc.) and cases are actioned within established service and regulatory targets.
• Ensure adequate staffing is in place throughout the day to meet established targets
• Make recommendations to the Director, Member Services when forecasting upcoming staffing challenges
• Manage requests for non-standard exceptions balancing sustainability and cost effectiveness against desire to provide flexible services to meet client needs
• Be the Change Champion for the team when implementing change

Benefits

Additional Information

Why you'll love working here: high-performance, people-focused culture our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees' career growth membership in HOOPP's world class defined benefit pension plan, which can serve as an important part of your retirement security competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account). optional post-retirement health and dental benefits subsidized at 50% yoga classes, meditation workshops, nutritional consultations, and wellness seminars the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers Job Summary The Healthcare of Ontario Pension Plan (HOOPP) is a defined benefit (BD) pension plan that provides a secure retirement income to more than 500,000 members in Ontario's healthcare sector. More than 850 employers across the province offer HOOPP to their employees. The Plan Operations Division is responsible for providing service to members to deliver on HOOPP's pension promise. Reporting directly to the Director, Member Services, the Manager, Member Services is responsible for managing a front-line service team that services members across all stages of the pension lifecycle, from enrolment through to retirement and survivor benefits. The role manages the implementation of service initiatives that support the delivery of excellent client service with a focus on providing education and guidance to HOOPP members. The ideal candidate is someone who has a passion for service and is comfortable with change and operating with a view to continuous improvement.

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