Manager, Employer Transition

THE ROLE 

Reporting to the Senior Director, Employer Onboarding, this is a unique opportunity for an experienced pension services professional to join a team of high performing professionals at UPP and make a meaningful impact.  Your work will directly influence the integration of pension plans that enhance the financial security of employees in the university sector, ensuring a smooth transition and positive experience for all stakeholders

UPP is designed to accommodate participating employers who had a previous pension plan and those who did not. Where a previous pension plan existed, UPP's plan provisions ensure those benefit entitlements are preserved for members and pensioners. The Manager, Employer Transition executes for the successful onboarding of new employers in the university sector to UPP. 

As the Manager, Employer Transition you will play a critical role in the end-to-end process of onboarding new employers from the university sector into UPP. This includes the conversion of pension data, payments and administration activities. Following a successful conversion to UPP’s pension administration system, you will oversee the handoff to the Pension Services teams to ensure smooth business-as-usual operations approximately six months post-conversion. 

UPP is based in Toronto’s financial district and has a hybrid work model (~2 days / week in office). This role will require occasional travel within Ontario.

SPECIFIC ACCOUNTABILITIES 

UPP is uniquely positioned in its flexibility to build an internal foundation from the ground up. We approach this build thoughtfully and methodically, with a careful focus on building a strong base, operational efficiency and excellent member and employer experience. We are creating a digitally enabled service experience for our members. 

Service Delivery

• Deliver best-in-class service to our members, participating employers and universities. 
• Serve as one of the main contacts for inquiries from plan members, including active faculty and staff, retirees, and deferred vested members, handling a range of questions on retirement estimates, retirement planning, terminations, and death benefit payments. 
• Provide accurate and timely information on pension provisions to all stakeholders. 
• Continuously seek opportunities for process improvements in pension administration. 
• Actively listen and communicate effectively, fostering collaboration and sharing knowledge with colleagues to maintain high professional standards. 

Pension Implementation

• Become a subject-matter expert on UPP plan provisions and procedures.
• Lead the technical aspects of onboarding new employers, including pension data conversion, benefit payment setups, and pension system configurations. 
• Manage the operational transition for new employers as they shift from pension administrators to JSPP participating employers. 
• Execute change management activities for members as their service provider and future benefit accruals evolve.
• Facilitate knowledge transfer to the Client Experience and Pension Operations teams after onboarding is completed.
• Ensure compliance with pension plan texts, legally prescribed timelines, internal policies, and data accuracy. 
• Evaluate system-generated calculations and identify feasible workarounds if necessary.
• Stay up to date on pension trends and best practices, recommending adjustments to UPP’s processes where necessary. 
• Participate in other relevant projects and assignments, as required.   

QUALIFICATIONS & EXPERIENCE 

• Excellent fluency in English (written and verbal communication).
• Completed college diploma or university degree with a minimum of 5 years of client service experience in the pension or financial services industry. 
• At least 5 years of experience working with a variety of pension plans (e.g. defined benefit, defined contribution, hybrid. 
• Strong skills in reading and interpreting pension plan texts and applying provisions in an operational context. 
• Strong ability to independently diagnose and resolve member and employer issues. 
• CEBS or PPAC designation is considered an asset. 
• Strong oral and written communication skills, with the ability to convey complex information clearly to both members and employers. 
• Client-focused, professional approach, with a strong ability to prioritize, organize, and work independently.
• Demonstrated capacity for continuous learning and seeking out opportunities for professional growth. 

ATTRIBUTES

• Passionate about delivering a seamless pension experience from enrollment through retirement. 
• Highly numerate, with a keen eye for detail to ensure accuracy in pension calculations and deductions.
• High emotional intelligence, with a strong ability to handle challenging situations diplomatically.
• Self-motivated, adaptable, and able to work effectively in a fast-paced, evolving environment.
• Logical and detail oriented, with a focus on continuous improvement and innovation. 
• Ownership mindset, with the ability to manage complex projects and escalations confidently.
• Strong conflict resolution skills and the ability to communicate with tact and clarity.  
• Commitment to UPP’s leadership in Responsible Investing, ESG, and climate change initiatives.  

LIFE AT UPP

Do work that matters.We are duty-bound to serve our members’ interests, and it’s a responsibility we don’t take lightly. That’s why we’ve ingrained sustainability in our work from day one—to ensure our members have a resilient future to retire into, both today and for generations to come.

Stronger together. Collaboration is how UPP was born, and it’s how we work with each other and our partners day in, day out. No one at UPP is just a number (even if they are excellent at math) and every win is a shared win.

Grow every day. You’ll have the opportunity to work on unique, once-in-a-career projects that maximize your skill set and probably teach you some new ones—at any stage in your career.

Prioritize wellness. At UPP, wellness takes many forms. Ultimately, it’s about ensuring our people are cared for in the ways that matter to them. Check out some highlights of our inclusive employee-focused benefits program including:

• Defined benefit pension plan
• Flexible hybrid work model
• Work from abroad up to eight weeks/year
• Comprehensive group benefits including medical, dental, vision etc.
• Extended paramedical and mental health service coverage
• Health care and lifestyle spending accounts
• Fertility treatments, paid parental leave, and gender affirmation coverage
• Education Assistance program

UPP enthusiastically welcomes applications from all qualified applicants and especially invites people with lived experience as an Indigenous person, a person with a disability or as a member of another Human Rights Code protected group that faces barriers to employment to apply. Our goal is to create a barrier-free experience for every candidate throughout the recruitment process, so if you require accommodation at any point during the process, please let us know so that we can make the appropriate arrangements.  It would be our honor to work with you to adapt our processes to ensure that you can meaningfully participate.