Director, Client Services

At CAAT, we’re passionate about what we do. And it shows! Here, you’ll find a cultural spark in everything we do – from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn’t just feel different at CAAT. It is different. We’re one of the fastest-growing pensions in the country for a reason. We challenge the status quo, making a real impact on the hundreds of employers we serve – from education institutions to major corporations and household brands. And we’re just getting started. Driven by core values and a shared purpose, we’re fierce champions for better retirement security, known for our can-do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit, we’d love you to be a part of it. 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. At CAAT, we believe innovation, passion, and purpose are ingredients for a great work environment. We’re incredibly proud of our people and the remarkable impact they have as catalysts for change. We’re committed to attracting and keeping great talent, which means competitive compensation, exceptional benefits, and an environment where people can grow and thrive. When you work with CAAT, you’ll enjoy: • Opportunities to Build a Better You: We never stand still. As we grow, so do you. Enjoy a place that provides endless opportunities to learn and master your skills while cultivating new ones. • Comprehensive & Holistic Care: Be at your best with a Total Rewards program that feeds and prioritizes your physical, mental, and financial wellness. From flexible work arrangements, comprehensive benefits to wellness incentives, and a defined benefit pension plan – we have you covered. • A Place to Collaborate and Win: We’ve built a lively environment where creativity and open communication thrive. It’s why we’re consistently recognized as one of ‘Canada’s Most Admired Corporate Cultures’, one of ‘Greater Toronto’s Top Employers’, and one of the ‘Best Places to Work’. • Work that Truly Matters. You’re giving Canadians the opportunity for better retirement security, and organizations the chance to do more. If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being, then CAAT could be the right fit for you. Start your journey with us today. Apply now. Learn more about us by visiting www.caatpension.ca/careers No artificial intelligence tools are used to screen, assess, or select applicants for this position. Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms. All hiring decisions are made by human reviewers. Diversity, Equity, Inclusion, And Belonging (DEIB) DEIB at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work. CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact us at hr@caatpension.ca or call Human Resources at 416-673-9000 for assistance. Vacancy This posting is for an existing vacancy

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