Vice President, Employer Services

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, and newly extended maternity/parental leave top of 26 weeks)
• optional post-retirement health and dental benefits subsidized at 50%
• yoga classes, meditation workshops, nutritional consultations, and wellness seminars
• access to an annual wellness reimbursement program for health and wellness-related expenses for permanent and temporary employees
• 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 VP is accountable for managing HOOPP's overall relationship with our employers and for the service delivered to all employers, both in the broad education and the day-to-day administrative support ensuring the collection of all member data on an annual basis and for maintaining service levels to enhance employer service through continuous process improvements.

What you will do:

STRATEGIC LEADERSHIP

Develop and execute the strategies aligned with HOOPP's strategic priorities to support excellent service delivery to current HOOPP employers ensuring a strong understanding of the value of HOOPP in their employee offering.

• Develop the strategies for HOOPP's existing Employers to deliver effective education to employers as they engage with HOOPP, ensuring an understanding of the value HOOPP provides to Employers to attract and retain healthcare workers.

• Provide leadership in the development of the plans to continue to ensure Employers understand their role and support their administrative obligations in the collection of member data collection and contribution remittances.
• Manage relationships with employers, unions and other stakeholders, including representing the organization at external events.
• Identify and implement industry best practices to continually improve service offerings and employer satisfaction.

Develop and execute the strategies aligned with HOOPP's strategic priorities and provide leadership in the Business Development activities to attract all healthcare organizations not currently participating in HOOPP.

• Provide leadership in the development of strategies that target HOOPP's prospective employer opportunities to expand the coverage of HOOPP to all healthcare workers in Ontario.
• Provide leadership in the effective implementation of these strategies, including the identification of new market opportunities, and the development of annual business plans.
• Provide leadership in the development and implementation of strategies to target and support the offering of HOOPP to eligible part-time employees at existing employers who have not yet enrolled in the HOOPP Plan.
• Ensure annual business plans are in place to manage growth targets and ensure the effective use of resources in achieving desired outcomes.
• Provide leadership in the development of new partnerships with healthcare associations, unions and stakeholders to deliver effective education and promotion of HOOPP's value proposition.
• Manage relationships with employers, unions and other stakeholders representing the organization at external events.

OPERATIONS EXCELLENCE

Provide leadership and develop plans to ensure the delivery of high-quality employer pension administration services, maintaining regulatory compliance, and driving continuous improvement.

• Provide leadership and direction in the delivery of service to all HOOPP Employers through different channels, incorporating digitization as it is introduced across the platform.
• Influence across the Plan Operations team and other areas in HOOPP to ensure service level targets are established and standards met for all employer interactions.
• Develop annual resource plans to ensure service level standards are met including in-depth analysis and forecasting of staffing models based on multiple factors (volumes, changes to pension plan programs, employee leaves and hiring/retention impacts).
• Provide leadership in continuous improvement including the timely identification and resolution of issues related to servicing, administration, and compliance.
• Provide leadership and direction in the use and analysis of data as it supports the Employer Service Model

• Identify and implement effective processes and systems to enhance operational efficiency and service quality.

EMPLOYER RELATIONS AND ADVOCACY

• Develop and maintain strong relationships with employers, specifically executives, understanding and addressing their needs to maintain high levels of employer satisfaction.
• Direct the Employer Services team to deliver exceptional service to all HOOPP Employers, handling day-to-day administrative activities and annual member data collection.
• Serve as a liaison between HOOPP, Employers and other key stakeholders to proactively seek advice and feedback to represent their interests.
• Address issues impacting service delivery effectively.
• Provide guidance to resolve complex Employer service issues requiring senior leadership involvement.
• Advocate for Employers internally, identifying solutions and overseeing issue resolution.

LEADERSHIP

Lead and mentor a team of pension professionals fostering a culture of excellence, collaboration and continuous learning. Provide direct management of people leaders; each with teams to motivate and develop individual and team performance.

• Provide visionary leadership to foster a high-performance culture focused on exceptional service delivery and operational efficiency.
• Provide direction, clearly communicating the objectives and goal setting, ensuring adherence with the establishment of a structure, or process to monitor.
• Lead with a service mindset when working with all business partners and stakeholders.
• Lead the team in communicating a consistent view of how HOOPP operates as an organization, its core values and strategic plan to external stakeholders to facilitate strong relationships.
• Promote a culture of high performance and continuous improvement that values learning and a commitment to quality.
• Mentor and develop direct reports using a supportive and collaborative approach on a consistent basis.
• Provide leadership and direction in the development of training strategies for teams to be able to fulfill their responsibilities.

What you bring:

• Strong leadership, experience managing managers-of-people and conflict resolution skills working collaboratively within cross-functional work settings.
• Effective communication skills, both written and verbal, with all levels of stakeholders
• Results-oriented and strategic in the development of large, complex operational plans.
• Ability to influence and negotiate up, down and across to successfully adapt to changes that impact the needs of the business.
• Demonstrated commitment to client service delivery in the financial services sector, including experience in planning and executing strategies.
• Demonstrated experience in stakeholder management, managing relationships and representing the organization.
• Strong knowledge of pension plans/products and the administration of these plans
• At least 10 years in a senior leadership role, specifically in a professional Service Centre environment in the financial services, pension, or healthcare industry.
• Completion of a university degree, and post-secondary education.