Job Description

Position: Manager, Client Operations
Position Type: Full-time, Permanent, Management [Internal/External]
Location: Edmonton Area
Pay Group: VI
Salary Range: $91,496.00 - $130,709.00
Closing Date: June 21, 2023, at 4:00 p.m. MDT

If you enjoy leading people, designing and implementing process improvements,
and have a team first mentality,
let\xe2\x80\x99s talk!

What you\xe2\x80\x99re passionate about
You\xe2\x80\x99re a people person. When your love for leading unites with your love for learning, you\xe2\x80\x99ve found your happy place. Seeing the bigger picture is your talent, and you understand how decisions made today are critical to future policy and legislative considerations tomorrow. You appreciate the value of collaboration and being part of a management team that relies on input and encourages innovation. Issues management, risk identification and mitigation don\xe2\x80\x99t scare you, as every obstacle is a challenge meant to be overcome.

A typical day for the Manager, Client Operations
Operations management

• Deliver core pension services to members
• Manage the team responsible for the processing and follow-up of all active pension plan member, deferred and pensioner transactions
• Support all functions of operations including the delivery of back end and client/stakeholder-facing service, capacity planning and forecasting, resource management, technology maintenance and enhancements, quality assurance, real-time support and education
• Drive, strengthen and document process improvements
• Participate in strategic management initiatives, innovation, research legislation and procedures
• Create and support team agility to meet ongoing targets and business needs

Relationship management

• Liaise internally for pension product delivery and system changes or improvements
• Interact with clients to update on services or the delivery of daily or year end products
• Support senior and executive leadership by providing input into strategic planning, operational objectives and goals, ensure alignment with corporate mission and values
• Build strong relationships and collaborate with all facets of APS

Employee management

• Offer regular coaching, feedback and performance discussions to ensure employees have the knowledge, skills and abilities to meet individual performance goals and operational objectives
• Communicate organizational priories and strategic objectives
• Support employees through change
• Support learning and development plans for new and existing employees

Issues management

• First point of contact for team and direct reports
• Work with internal and external stakeholders on issue resolution and keep necessary stakeholders informed of potential impacts to quality of services, efficiency of processes or quality of the workplace
• Plan and execute business resiliency and develop a risk management framework
• Responsible for compliance, policy and legal reporting and acting as a subject matter expert on organizational areas of concern

What you bring

• Post-secondary education (in business, finance or actuarial sciences is desirable) with a minimum of 3 years directly related experience
• Success leading a team of individuals in a business or finance-oriented environment is an asset
• Pension Plan Administration Certificate (PPAC) is considered an asset
• Excellent organizational, time management, communication and problem-solving skills
• Experience identifying and implementing change and process improvement initiatives
• Strong leadership skills including prioritization, project management, collaboration, motivation, coaching, mentoring, tactical and strategic thinking
• Ability to make and influence decisions that impact the organization
• Demonstrated ability to take ownership of issues and ensure they are resolved

Why choose APS
APS is made up of hard-working, respectful and talented people who understand and invite diversity to the workplace. We take pride in holding ourselves accountable and continuing to meet or exceed service levels for plan members, pensioners and employers. We ensure they receive quality services because they\xe2\x80\x94along with our people\xe2\x80\x94are the reason we endure and succeed.

And it sure feels good helping hard-working Albertans receive their well-deserved pensions.
What APS has to offer

• Defined benefit pension plan
• Flexible work arrangements that make sense to you: work from home, relocation and more
• Community-minded workplace with a friendly team environment
• Vacation starting at 20 days per year, 13 statutory holidays, personal days, plus office closure between Christmas and New Year\xe2\x80\x99s Day
• Competitive benefit package featuring extended health and dental benefits and a 100% employer-paid flexible spending account
• In-house training programs, extensive career development and coaching program, access to LinkedIn Learning tracks
• Discount programs through various partner agencies