Senior Director, Defined Contribution Pension Administration

TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Senior Director, Defined Contribution Pension Administration
Retirement Benefit Solutions
Full Time

We are looking for a dynamic, innovative, and passionate leader to join our team as the Director of Operations for our Defined Contribution Pension Administration practice. Based in Toronto, you will play a pivotal role in leading the Operations team to ensure the exceptional delivery of services to our clients. Your expertise in client focus and relationship management will play a crucial role in building and maintaining strong client relationships. By exceeding client expectations and maintaining high client satisfaction, you will drive client retention and generate growth opportunities. Additionally, you will propose cost-effective solutions and handle client escalations to resolve issues promptly and maintain positive client relationships. You will foster a positive and collaborative workplace culture, promoting fair processes, continuous improvement, and automation. Your ability to analyze project and workload demands will ensure efficient resource allocation and timely delivery.

In this role, you will:

Leadership and Strategy:

• Lead the Operations team, ensuring exceptional delivery of Defined Contribution Pension Administration services to our clients.

• Provide strategic insights to contribute to the growth and development of the Defined Contribution Pension Administration practice.

• Collaborate with internal stakeholders to optimize operations and achieve outstanding results.

• Foster a collaborative and positive environment, promoting fair process, continuous improvement, and automation.

• Analyze project and workload demands, ensuring resource allocation and timely delivery.

• Handle client escalations, proposing effective and cost-efficient solutions.

• Delegate special projects, including audits, within the department as required.

Client Focus and Relationship Management:

• Build and maintain strong client relationships, exceeding their expectations.

• Maintain high client satisfaction, assisting with action plans for improvement and accountability.

• Ensure successful and timely implementation of new client’s implementations by participating in internal and client facing implementation steering committee meetings.

• Manage client contracts and renewals, ensuring timely execution.

Team Management and Engagement:

• Create a positive, inclusive, and collaborative workplace culture.

• Inspire and motivate the team, fostering a high-performance environment.

• Accountable for team member retention, achieving below 10% regret turnover.

• Stay updated on industry trends and regulations, driving continuous improvement.

• Support the Vice President in managing and guiding the team's activities.

• Ensure high engagement levels (meet the TELUS engagement score threshold, currently 84), communicating and implementing action plans based on engagement results.

• Establish and track annual objectives for each team, including client satisfaction, engagement, and financial targets.

• Organize regular department Town Halls to foster communication and transparency.

• Coordinate training sessions to enhance team and department knowledge.

Operational Excellence:

• Drive operational excellence through efficient processes and technology utilization.

Succeeding as a Senior Director, Defined Contribution Operations Leader will require the following core qualifications and skills:  

• University or college degree or equivalent work experience.

• Minimum of 10 years of experience professional Operations Management/account management/ delivery experience 

• Experience in Pension Administration, with expertise in Defined Contribution (DC) plans an asset.

• Proven leadership skills with the ability to motivate and inspire team members.

• Strong mentoring and coaching abilities, demonstrating patience and intuition.

• Highly organized self-starter who is flexible and independent.

• Exceptional customer focus with strong business acumen.

• Excellent communication, project management, presentation, and negotiation skills. Exemplary oral and written communication skills, client relation skills, and time management skills to produce information in a concise and timely manner. 

• Proven analytical skills with the ability to deliver information to a variety of audiences.

• Ability to work cross functionally across departments and/or lines of business to improve or develop processes. 

• Proficient in MS Word and Excel.

• French language skills are considered an asset.

If you are a dynamic and experienced leader who thrives in a fast-paced environment, we encourage you to apply. Join our team in Toronto and make a significant impact on our clients' retirement and savings solutions.

To apply, please submit your resume and cover letter detailing your relevant experience and why you are the ideal candidate for this Senior Director, Defined Contribution Pension Administration Operations role.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Where permitted by law, company employees must be fully immunized to access a TELUS Health or LifeWorks office or customer premises.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to talentacquisitiononboarding@lifeworks.com.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.