Team Lead, Client Services

Our mission is to provide a secure, valuable, and sustainable workplace retirement solutions for Canadians.
At CAAT, we live our values of integrity, impact, and teamwork every day.The Team Lead, Client Services is integral to the success of the Client Services team and to CAAT's guiding mission and growth strategy.Reporting to the Manager, Client Services, the Team Lead manages the day-to-day activities of the Client Services team while supporting the delivery of high-quality member services.
As a role model and mentor, the Team Lead provides training, facilitates knowledge transfer, and acts as a backup to the Manager in their absence.The successful candidate will be responsible for coordinating workflow, ensuring service standards are met, and providing subject matter expertise to support the team.
By identifying improvement opportunities and executing service strategies, you will enhance member experiences and drive efficiencies within our service delivery.
This role also involves close collaboration with other teams to ensure seamless member interactions and proactive identification of areas for service improvement.
We are looking for someone with:
A College Diploma or University Degree, with CEBS, PPAC, or CBP certification being an asset.
At least 5 years of experience in Financial Services or Pension administration with progressive responsibilities.
Multi-Employer Pension Plan or public sector experience working directly with members, or experience with service providers working directly with management and clients.
A solid understanding of service delivery principles and experience working with Financial Service operations.
The successful candidate will demonstrate:
Excellent two-way communication skills, with the ability to actively listen and convey information clearly and concisely.
Strong leadership abilities, serving as a role model and mentor to team members.
Superior problem-solving and innovation skills in identifying opportunities to improve processes.
Flexibility in adapting to new tools, technologies, and efficient ways of working.
Experience with client service management protocols and tools such as telephony and reporting.
Ability to work collaboratively with cross-functional teams and establish effective working relationships within Service Delivery and across the organization.
A commitment to maintaining confidentiality and ensuring data privacy.
Exceptional customer service skills, with the ability to handle complex or sensitive issues.
Once here you will:
Lead the day-to-day service delivery of the Client Services team, ensuring all activities and communications meet or exceed service standards.
Coordinate workload management, scheduling, and reporting for your team to ensure efficient use of resources and maximize client satisfaction.
Monitor service levels, identify trends, and work with the management team to establish goals and address any service issues or backlogs.
Provide guidance to the team on complex or sensitive member issues, ensuring timely and accurate responses to queries.
Acts as the primary point of contact for escalated member queries, resolving issues through investigation and collaborating with teams to ensure members receive expert support.
Conduct quality call reviews and provide ongoing feedback and training to the team.
Develop and coach staff; identify opportunities for improvement and create a positive client-focused environment and highly engaged team.
Maintain knowledge of plan texts, policies, and pension legislation, ensuring the team stays up to date.
Act as a backup to the Manager in their absence and assist in adopting new tools and processes to improve service delivery.Step into CAAT - where your work is both rewarding and meaningful, growth is a constant, fun is the way we roll, and your impact is real! If you meet most of the criteria above, we would love to connect with you.
Our commitment to you as a CAATster:
We're about growing together and creating impact in a collaborative and caring environment! Comprehensive & Holistic Care:
Your dedication deserves appreciation! At CAAT, we celebrate the complete you, prioritizing your well-being above all.
Our all-encompassing employee programs are designed to cater to every aspect of your life and well-being, ensuring you feel cherished and valued.
We provide a competitive Total Rewards program based around your physical, mental, and financial wellness.
This includes, but is not limited to, your compensation, paid time off, health and dental benefits, wellness programs, wellness incentives, and (of course) a defined benefit pension plan.
Growth Opportunities:
Embrace a vibrant, ever-evolving environment at CAAT, where growth is not just a goal, but our way of life! We're expanding and transforming constantly, which means endless opportunities for you to adapt, innovate, and learn.
As we grow, so do you.
Let's make a difference together! A Culture of Collaboration and Fun :
We're a team that works, grows, and celebrates together.
At CAAT, you belong to a collaborative, inclusive and lively environment that sparks creativity and fosters open communication.
Making a Difference, Together:
We're on a mission to secure a better future for Canadians.
Your meaningful contributions go beyond the workplace, touching lives and making a significant societal impact.
Work that truly counts!But don't just take our word for it! We've consistently been recognized as one of Canada's Most Admired Corporate Cultures , as one of Greater Toronto's Top Employers , and one of the Best Places to Work .Learn more about us by visiting Diversity, Equity, Inclusion, and Belonging:
Diversity, Equity, Inclusion, and Belonging (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 or call Human Resources at for assistance.
_Job Type:
Full-timeApplication question(s):
How many years of experience do you have working in a contact center environment within the financial services or a related industry? How many years of experience do you have in directly leading a team? How many years of experience do you have in Defined Benefit Pension Administration? This is a hybrid position.
Are you comfortable commuting to our office located in Downtown Toronto?Work Location:
Hybrid remote in Toronto, ON M5B 2L7