Director, Client Services

Full Time
  • Full Time
  • Toronto

CAAT Pension Plan

We’re on a mission to secure a better financial future for Canadians. Your meaningful contributions go beyond the workplace, touching lives and making a significant societal impact. Work that truly counts!

Why you will love being a CAATster:

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.

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 wellbeing, 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!

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The Director, Client Services is integral to the success of the Service Delivery team, and to CAAT’s guiding mission and growth strategy. This role is responsible for leading the strategic focus of the Client Services, and Central Processing teams through the design and delivery of programs and services that enhance CAAT Pension Plan’s member experience. Reporting to the Vice-President, Member Experience, the Director leads the strategic direction for the portfolio in alignment with the overall Service Delivery business strategy to expand and enhance CAAT’s service offering. This key leadership role will lead teams in the adoption of new tools, strategies, and best practices to support the growth of the Plan and drive operational excellence with a focus on continuous improvement to ensure best-in-class service for CAAT members. The Director will collaborate with internal stakeholders, such as Communications, Policy, IT and other support teams, to evaluate the impacts of legislation/regulations, service standards, or other changes impacting day-to-day service delivery.

We are looking for someone with:

  • An undergraduate degree and a pension-related professional designation or an equivalent combination of education and relevant work experience.
  • A minimum of 10 years of professional experience in pension administration, preferably within a Multi-Employer Pension Plan (MEPP) or public sector pension plan, and/or with an administration service provider.
  • A minimum of 10 years of experience in effectively leading high-performing teams and guiding them through periods of change.
  • A proven ability to develop and execute innovative solutions to complex problems within the pension administration domain.
  • Demonstrated success in strategic planning, project management and implementations, analytical thinking, and trend analysis.

The successful candidate will demonstrate:

  • Proficiency in Contact Centre technology, encompassing telephony, document management, and Customer Relationship Management (CRM) systems.
  • A robust client-service orientation, exercising discretion and sound judgment in handling sensitive and confidential matters.
  • Effective oral and written communication skills to convey information clearly and succinctly.
  • Ability to build and foster relationships, facilitating cross-collaboration with stakeholders to achieve shared objectives.

Once here you will:

  • Lead both the Central Processing and Client Services teams to deliver high-quality plan administration and service through document management, general administration support, and CAAT’s contact center.
  • Drive service expansion and channel strategy to enhance member experiences and accessibility to services.
  • Evaluate and optimize client service and central processing programs, systems, and procedures to enhance efficiency, effectiveness, and member satisfaction.
  • Track and analyze key performance metrics and trends related to client service operations, providing regular reports and insights to senior management.
  • Direct and oversee the teams’ activities to ensure compliance with policies, and provincial and federal legislation, and communications and disclosure of the Plan’s provisions.
  • Lead and motivate a team by providing direction, mentoring, training and development, and foster a culture of continuous improvement to deliver best-in-class client service.
  • Resource and plan for the future to enable teams to deliver effectively and efficiently in the future mode of operation and beyond.
  • Maintain an understanding of Plan text, applicable legislation (provincial pension regulations), pension administration systems, and develop and implement changes to pension administration processes and procedures to provide appropriate services in accordance with the plan.
  • Actively participate in management committees to oversee the progress of key strategic and operational projects.
  • Lead or participate in various strategic and operational projects: develop project scope and timeline in alignment with three-year business plan; manage projects, secure resources, provide status updates and manage risk and scope to ensure successful completion.
  • Collaborate with internal teams and external service providers to ensure the accurate and timely payment of pension entitlements.
  • Sponsors and leads change management initiatives that support divisional objectives, communicating strategies, and working with stakeholders and other business partners.

If you meet most of the criteria above, we would love to connect with you. Please click onto “APPLY” above to easily submit your candidacy or email your resume to with Director, Client Services in the subject line on or before March 28, 2024.

The success of our company is dependent on fostering a culture of embracing diversity, equity, and inclusion in everything we do. All employees are guided by our Mission, Values, and Code of Conduct.

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 416-673-9000 for assistance.


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