Vice President, Member Services (4741)

Job Posting

Vice President, Member Services
Organization:  Teachers' Retirement Allowances Fund
Province:  Manitoba
Location:  Winnipeg

Position Title:                    Vice President

Department:                       Member Services


The Teachers' Retirement Allowances Fund (TRAF) administers the pension plan for over 38,000 active, former and retired teachers in the public school system in Manitoba.  We are currently seeking an experienced leader with a strong service focus to fill the role of Vice President, Member Services.

Reporting to the President & CEO, the Vice President, Member Services has primary responsibility for effectively delivering pension administration, communication and employer services in accordance with legislation, established service standards and best practices.  The Vice President sets and manages the strategic direction of the department and works with internal and external groups to develop and implement policies, procedures, internal controls and systems to ensure consistent standards of practice and compliance.  The Vice President will also interface with various stakeholders and continue to foster effective and open relationships. 

The ideal candidate will have sound experience and skills in pension administration, comprehensive knowledge of provincial and tax legislation and a strong understanding of actuarial principles.  The candidate will be a strategic thinker, collaborative and results-oriented, with demonstrated success leading a team of talented and dedicated professionals. 

Key Roles and Responsibilities

  • Effectively deliver accurate and timely pension administration services in accordance with plan legislation, policies and established service standards
  • Effectively manage the administration of employer services, including member records
  • Review and update the annual communication plan taking into consideration corporate and departmental goals and objectives
  • Manage the delivery of the communication program including website, online services, newsletters, plan booklets, presentations and webinars; oversee membership research on service quality and ensure action where appropriate
  • Ensure organizational and legislative compliance in benefits calculations and member records; develop, maintain and implement policies, procedures and internal controls where appropriate
  • Administer the member appeal policy and effectively manage any contentious or complex cases
  • Develop and maintain effective and open relationships with stakeholders and external professionals such as actuaries and legal counsel
  • Provide information to stakeholders in response to inquiries and on a proactive basis
  • Provide leadership with an understanding of TRAF’s mission and overall best practices in a service oriented organization
  • Foster a member-focused approach throughout the organization that meets or exceeds the needs and expectations of members; seek to improve the value and delivery of such services
  • Promote a working environment that builds employee engagement and motivates employees to achieve higher performance levels

Education & Experience

  • University degree in business, actuarial services or other applicable area of study
  • A professional or industry designation such as Fellow of the Canadian Institute of Actuaries (FCIA), Certified Employee Benefits Specialist (CEBS) or Pension Plan Administration Certificate (PPAC)
  • Comprehensive knowledge of defined benefit pension plans and extensive experience (minimum 10 years) working in the pension administration industry as well as a strong understanding of actuarial principles
  • Detailed understanding of Manitoba pension legislation and Canadian income tax legislation
  • Experience in dealing with senior management and boards
  • Strong people management and leadership skills

Skills & Attributes

  • Strong leadership skills and the ability to think critically and apply sound judgement
  • Excellent interpersonal skills and the ability to work collaboratively and diplomatically to achieve high quality results
  • Proven experience leading project teams with multiple priorities and deadlines
  • Strong commitment to quality of work and accountability
  • Strong research, analytical and problem-solving skills
  • Excellent written and verbal communications, professional presentation skills
  • Demonstrated commitment to service excellence
  • Fluency in French, while not required, would be an asset
  • Proficiency in the use of technology (pension administration system; spreadsheets; etc.)

TRAF offers excellent working conditions, competitive salaries and a comprehensive benefit package

If you are interested in this position, please send your resume and cover letter to on or before October 31, 2017. All applications will be reviewed, but only those selected for an interview will be contacted. Thank you in advance for your interest in TRAF.

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