Director, Pension Operations

THE ROLE

The Director, Pension Operations leads the team of managers and associated employees accountable for three lines of business in the Pension Operations division: Member Transactions and Pension Payments, Member Data, and Reporting and Analytics. They develop and lead strategic initiatives bridging the execution of our strategic imperative to deliver world-class services to our members and employers and the operational deliverables of the division.

Reporting to the Managing Director, Pension Services, the Director, Pension Operations will build strong trusted relationships with our internal and external support partners and communicate effectively in the support and development of UPP’s Pension services. They play a key role in helping UPP meet our 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).

SPECIFIC ACCOUNTABILITIES

This role is focused on implementing UPP’s strategic imperative to deliver proactive, digitally-enabled omni-channel services to our members and employers.

Impact on Results

• Contribute to the development of UPP’s Pension Services strategy on an on-going basis.
• Design and implement a Pension Operations model that delivers innovative, cost-effective and exceptional services and tools.
• Accountable for delivering divisional results and meeting or exceeding our scorecard metrics by managing divisional resources and work inventory.
• Take the lead in driving intentional culture initiatives within Pension
• Operations division and actively promote and advocate for them throughout the entire organization.

Leadership

• Lead the Pension Operations division and create an environment in which team members are mentored and coached for continuous improvement and career development.
• Mentor and motivate your management team, creating a high performing team dynamic with a quality service delivery mindset.
• Develop an internal team of pension experts to build UPP’s pension operations and intellectual capital base.
• Resolve escalated issues, document the adjudication process and create policy documentation.
• Exhibit an ability to listen, negotiate and communicate goals; share knowledge, experience, and responsibility with the team to achieve the highest standards of professionalism.
• Responsible for the divisional budget preparation, on-going monitoring and management.

Pension Operations

• Translate organizational strategies into effective and efficient business operations.
• Lead the maintenance of accurate, up-to-date member data, compliance requirements, operational risk, and business intelligence to ensure effective operational performance across the division.
• Lead the implementation and maintenance of, and adherence to operational controls.
• Act as subject-matter expert of UPP plan provisions and calculation rules.
• Ensure all benefit payments, including monthly pension payroll, are paid accurately and on time via UPP’s trustee.
• Perform due diligence and research on ad hoc topics arising in the pension services portfolio and provide recommendations to the Managing Director, Pension Services.
• Focus on continuous improvement and automation opportunities.
• Other specialized projects and activities, as required.

Relationship Management

• Support the Strategic Engagement team through the member consent and regulatory approval process. Lead the onboarding of new employers to UPP into business-as-usual operations.
• Contribute to UPP’s reputation as a respectful employer, partner, and participant in the financial sector.
• Facilitate collaboration and sharing of best practices across all Pension Operations service lines.
• Support regular reporting to UPP’s executive leadership team and Board of Trustees. Persuasively communicate strategic objectives of the department to achieve consensus and agreement.
• Recognize the business concerns and perspectives of others, including those across UPP, our support partners and other stakeholders.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in actuarial sciences, business administration or other related disciplines
• Relevant professional designation, such as MBA, CEBS, or PPAC
• 10+ years of progressive experience gained at a Canadian pension plan organization
• Strong knowledge of the fundamentals of pension plan design and lead all areas of pension administration, benefit determinations and compliance.
• 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

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