Job Description

Staff - Non Union
Job Category
M&P - AAPS
Job Profile
AAPS Salaried - Human Resources, Level D
Job Title
Manager, Pension Operations and Member Experience
Department
Leadership | Pension Office | Central Human Resources
Compensation Range
$8,305.08 - $12,952.33 CAD Monthly
The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.
Posting End Date
September 2, 2025
Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
OngoingThis position is expected to be filled by promotion/reassignment and is included here to inform you of its vacancy at the University.
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
Job Summary
The Manager provides leadership and management for Pension Board strategic and operational planning, member education, engagement and experience allowing the Boards to execute their fiduciary duty to educate and inform members. The UBC Staff and Faculty Pension Plans ("the Plans") are a significant component of UBC's employee value proposition, supporting recruitment and retention strategies, and financial security and wellbeing. The plans help staff and faculty invest and save for their financial future and enhance retirement readiness. The UBC Staff Pension Plan is a target benefit plan with almost 19,000 members and an asset value of approximately $2.9 billion. The UBC Faculty Pension Plan is a defined contribution pension plan with just over 7,200 members and an asset value of approximately $3.4 billion. Both pension plans are administered by the UBC Pension Administration Office (PAO) under the direction of the Staff Pension Plan Board and the Faculty Pension Plan Pension Plan Board ("Pensions Boards") and in partnership with the VP, Human Resources (VPHR) portfolio.
The Manager works closely with the Director, Pensions, and team members across the PAO and HR. The Manager provides leadership and management towards establishment and monitoring of strategic member experience objectives and plans for both Pensions Boards, operational planning and monitoring, and comprehensive member education, experience, and engagement strategies, initiatives, and plans. The includes responsibility for planning, development, communication, evaluation, and monitoring of all plans, education programs, and initiatives including preparation of university-wide and Pension Board reports and presentations. The work is conducted with sensitivity and focus on compliance with the complex legal and regulatory pension plan environment for both Plans to ensure liability and risk is mitigated and a strong reputation for effective governance of both pension plans within PAO and UBC, as Plan Sponsor. The Manager fosters effective working relationships with internal and external stakeholders, and oversees the operational support functions for the unit, including supervising management and professional and administrative support staff.

Organizational Status

Reports to the Director, Pensions, and works closely with the Executive Directors. Works collaboratively with internal and external stakeholders, within HR, communications network, unions and associations at UBC, pension industry peers, plan providers and external consultants.



Work Performed
Board SupportProvides strategic and operational support to the Pension Boards, including preparing detailed reports, presentations, and strategic updates that enable informed decision-making. Leads the development, implementation, and monitoring of strategic objectives and plans for the UBC Faculty Pension Plan (FPP) and Staff Pension Plan (SPP), including overseeing the deployment and evaluation of member surveys to inform and assess strategic priorities. Makes recommendations on modifications to the Plan's strategic priorities. Leads the preparation of annual reports for both plans, including drafting briefing notes for annual Board of Governors (BOG) submissions and creates detailed trend analyses and reports for the Pension Boards. Designs and manages Pension Boards experience surveys, ensuring actionable insights are collected and used to enhance Board governance and performance. Directs and manages the election process for the Pension Boards, ensuring transparency, accuracy, and adherence to governance protocols. Advises on best practices related to member engagement and experience, including enhancements to existing resources and outreach strategies. Responsible for issues management to enhance overall governance and member trust, including addressing developing concerns from members and securing external legal advice as needed.

Member Education & ExperienceDevelops, implements and evaluates strategic communication and education initiatives that are aligned to the overall goals of the Plans, to enhance pension member education and experience, ensuring members have access to accurate, timely, and engaging support and resources Oversees the delivery of the annual member education programs, including the FPP Pension Forum, Staff Pension Plan Update, and other initiatives that improve member awareness and enhance retirement readiness. Enhances pension plan websites and the myPension member portal user experience by conducting regular audience assessments and collaborating with PAO Analysts to implement improvements. Directs the production and delivery of annual pension statements for the UBC Staff Pension Plan, ensuring PBSA compliance and member accessibility. Collaborates with the VPHR portfolio to integrate pension plan education into broader total rewards strategies, including onboarding, orientation, Workday resources, benefits communications, and award applications.

Communications and EngagementDevelops and implements communication plans to ensure plan members understand the purpose, design, and benefits of the pension plans, fostering engagement and trust. Directs the creation and delivery of targeted communication materials, including newsletters, annual reports, digital campaigns, and website content, ensuring accessibility, usability, and alignment with the Pension Boards and UBC's strategic goals. Collaborates with Sun Life's Member Experience team to deliver accurate and timely member communications across platforms such as mysunlife.ca, annual statements, and email campaigns. Leads the implementation of digital and multimedia strategies to enhance member engagement, leveraging innovative tools to increase awareness and participation. Stays current on pension industry best practices and legislative requirements by engaging with communication professionals, consultants, and industry networks. Represents PAO at UBC Communicators Network meetings and provides regular updates to internal stakeholders, including the Director, Pensions, Executive Directors, and Pension Boards.

Operational and Administrative FocusOversees the project management of multiple overlapping initiatives, including scheduling, budgeting, resource allocation, and logistical planning to ensure successful implementation. Provides leadership, coaching and direction to management and professional and administrative support staff, including establishing work priorities, allocating resources, managing performance, and fostering professional development. Manages the operational unit budget, including communications and member experience initiatives, ensuring efficient allocation of resources to meet strategic objectives Works closely with managers and Executive Directors within PAO to cultivate a collaborative, supportive, and inclusive workplace aligned with UBC's values and strategic objectives. Builds and maintains professional relationships with external consultants and service providers, ensuring high-quality service delivery and adherence to contractual terms. Participates in committees, task forces, and cross-functional initiatives to contribute to the broader strategic goals of UBC HR and Pension Boards. Acts with delegated authority and independent judgement over operational issues for the Director, Pensions, as required


Consequence of Error/Judgement

Exercises considerable judgement and initiative in making decisions and recommendations that directly impact the university's and pension plan's financial, legal, and reputational risk regarding pension plan governance, operations, member engagement, and compliance. Errors in judgment or ineffective actions could compromise pension sustainability, recruitment and retention strategies, member trust, and could result in regulatory review.



Supervision Received

This position works under the general direction of the Director, Pensions. Keeps the Director informed of actions through reports and discussions. Exercises considerable independent judgment and initiative in addressing complex issues.



Supervision Given

This position manages management and professional and administrative support staff as well as contracts consultants and external service providers.



Minimum Qualifications

University degree in a relevant discipline. Minimum of seven to eight years of related experience including at least three years of experience in area of specialization, or the equivalent combination of education and experience



Willingness to respect diverse perspectives, including perspectives in conflict with one's own Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications
EducationUndergraduate degree in Business Administration, Communications, Human Resources, or Finance Certification in Pension Plan Administration (PPAC), Certified Employee Benefits Specialist (CEBS), or other related credentials is strongly preferred.

ExperienceProgressive experience in pensions governance, communications and member engagement within a complex organizational environment. Experience managing operational budgets and delivering strategic initiatives. Demonstrated success in developing and implementing strategic plans, managing stakeholder relationships, and delivering effective education and communication initiatives. Experience working with boards or committees, including preparing detailed reports, facilitating discussions, and supporting governance processes. Strong understanding of pension legislation and regulatory requirements in British Columbia and industry best practices. Proven track record in leading teams, managing projects, and fostering collaborative environments towards organizational goals.

SkillsAdvanced written and verbal communication skills, with the ability to present complex information in an accessible and engaging manner. Demonstrated ability to exercise sound judgment, make strategic decisions, and address complex issues with independence and initiative. Ability to align operational plans with institutional strategies while ensuring compliance with legal and regulatory frameworks. Ability to interpret university-wide HR and governance policies Strong analytical, organizational, and problem-solving skills, with the ability to manage multiple priorities and meet tight deadlines. Exceptional interpersonal skills with the ability to build and maintain effective relationships with diverse stakeholders, including boards, unions, consultants, and service providers. Proficiency in developing and delivering educational materials, including digital and multimedia content strategies to enhance member engagement. Knowledge of equity, diversity, and inclusion principles and demonstrated ability to integrate them into communications and operations. Advanced proficiency with Microsoft Office Suite, and digital communication tools. * Commitment to professional growth, staying current with industry trends, and applying best practices in pension governance, communications, and member engagement.