About the Role:

Great service builds trust. Exceptional service builds lifelong confidence.

At CAAT Pension Plan, we are looking for an experienced leader to redefine and elevate the way members experience our organization. As Director, Client Services, you will lead the teams responsible for supporting members and retirees navigate through some of the most important financial decisions of their lives.

Reporting to the Vice-President, Member Services, you will provide strategic leadership to our Member Care Centre and Retiree Services teams, overseeing service delivery, operational excellence, workforce planning, and service transformation initiatives. You will play a critical role in modernizing service channels, optimizing processes, implementing technology solutions, and ensuring our teams are equipped to deliver a seamless, high-quality member experience as the Plan continues to grow.

This is an opportunity to lead a highly visible function that directly impacts the experience of thousands of plan members. You'll join an organization with a strong purpose, a collaborative culture, and an ambitious vision for the future.

This role is ideal for a leader who is energized by building high-performing teams, navigating complexity, and creating service experiences that are efficient, compliant, and member-focused.

As the Newest Member of Our Team, You'll:

• Develop and execute the strategic vision for member and retiree service delivery.
• Lead initiatives that improve member access, satisfaction, and overall experience across service channels.
• Drive innovation and continuous improvement to ensure services evolve alongside member expectations and organizational growth.
• Inspire, coach, and develop leaders and team members across the Member Care Centre and Retiree Services functions.
• Foster a culture of accountability, collaboration, engagement, and service excellence.
• Build organizational capability and succession strength to support future growth.
• Oversee day-to-day operations to ensure efficient, accurate, and timely service delivery.
• Monitor service levels, operational performance, and member experience metrics, translating insights into action.
• Identify opportunities to streamline processes, improve productivity, and enhance service quality.
• Lead the implementation and adoption of new technologies, tools, and service delivery models.
• Partner with cross-functional teams to assess and implement changes resulting from legislative, regulatory, operational, and business initiatives.
• Champion change management efforts that help teams successfully navigate evolving priorities and ways of working.
• Ensure administration practices align with pension legislation, Plan provisions, regulatory requirements, and organizational policies.
• Maintain deep expertise in pension administration and industry best practices.
• Provide leadership on risk management, compliance, and operational controls within the service environment.
• Participate in strategic and operational planning activities across the organization.
• Lead and support enterprise projects, helping define scope, resources, timelines, risks, and successful outcomes.
• Collaborate with internal partners and external service providers to ensure exceptional service delivery and accurate administration of pension benefits.

To Succeed, You Bring:

• A university degree and a pension-related professional designation, or an equivalent combination of education and experience.
• At least 10 years of progressive leadership experience within financial services and or a pension administration service provider environment.
• A proven track record of leading large service operations, contact centres, member services, or pension administration teams.
• Demonstrated success leading organizations through growth, transformation, technology implementations, and process modernization initiatives.
• Strong knowledge of pension administration, pension legislation, governance, and service delivery best practices.
• Experience with contact centre technologies, telephony platforms, CRM systems, workflow tools, and document management solutions.
• Strong business acumen with the ability to balance strategic priorities, operational execution, risk management, and member needs.
• Exceptional communication and stakeholder management skills, with the ability to influence and collaborate across all levels of an organization.
• Strong analytical and problem-solving capabilities, with experience leveraging data and trends to inform decisions and improve outcomes.
• A leadership style that combines accountability, empathy, adaptability, and a commitment to developing others.