Director, Member Services Center (5165)

Job Posting

Director, Member Services Center
Organization:  Alberta Pensions Services
Province:  Alberta
Location:  Edmonton
 
 
Description:

Alberta Pensions Services Corporation (APS) is made up of hardworking, respectful and talented individuals who understand and invite diversity into their workplace. Our employees bring financial, business, communications, technology and client service expertise to the table every day.

To attract and retain employees of the highest calibre, we strive to focus on the people who make the business successful. By incorporating engagement activities throughout the year, we continue to strengthen our corporate culture and maintain a positive work environment for our employees.

APS is recruiting for a Director, Member Services Centre.

Reporting to the Vice President of Pensions Services, the Director of the Member Services Centre will have strategic and operational responsibility for APS’s multi-channel contact center in delivering high quality services to over 368,000 plan members on behalf of APS’ Clients. The Director will also be responsible for overseeing operational, tactical planning, development, evaluation, management, and coordination of the Corporation’s pension administration functions as they relate to the provision of client facing services to plan members.  

As a passionate, results driven, and collaborative leader, the Director will ensure consistent and efficient delivery of services while maximizing customer service, client satisfaction and employee engagement. The Director will model a high-performance culture of teamwork, innovation and accountability, providing leadership and guidance to the staff within the Member Services Center.

Specific responsibilities include but are not limited to: establishing overall direction based on the Corporation’s business plan including service standards and guidelines, planning, recommending and delivering of service delivery models while providing leadership to a large group of front-line staff in the delivery of exceptional client service.

Requirements:

Qualifications:

  • A University degree, preferably in Business, Marketing, or Communications;
  • Minimum of 5 years in a previous contact center leadership role with complete oversight of contact center operations and services; and
  • Minimum 10 years of progressive managerial experience in a business services environment, managing large teams and multiple clients in a dynamic, and growing organization.

PLUS:

  • Solid knowledge and experience within contact/call center operations, and familiarity with performance metrics, ideally gained within a complex environment;
  • Experienced in successfully deploying technology to enhance customer service or increase efficiencies;
  • Well versed with systems utilized within the call centre industry, including workforce management, telephony, automatic call distribution and integrated voice response systems;
  • Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.

Knowledge:

  • Expert knowledge of business process re-engineering and change management practices.
  • Strong knowledge of pension administration practices.
  • Expert in developing, implementing and enhancing service delivery and business plans.
  • Familiarity with industry best practices regarding service delivery, including call centres.
  • Thorough understanding of processes related to developing, implementing and monitoring corporate business plans, goals, objectives, strategies and priorities.
  • Knowledge of performance measures and accountability frameworks.
  • Extensive knowledge in developing and monitoring operational budgets and forecasts.
  • Strong financial and analytical skills in which to understand key performance indicators and underlying trends to optimize contact center performance.

Skills and Abilities:

  • Proven leader, mentor and coach able to engage and inspire individuals and teams to high levels of performance.
  • Strong client-service and delivery focus.
  • Excellent organizational and time management skills. 
  • Extensive analytical, problem solving, organizational and evaluation skills.
  • Well-developed communication skill including, verbal, written and consultative.
  • Excellent program and project planning and management skills to ensure appropriate governance and reporting mechanisms are in place to plan, coordinate and execute for successful outcomes.
  • Demonstrated ability to effectively manage a large team in a multi-project environment.
  • Able to design, implement, manage and measure realistic performance standards and benchmarks.
  • Demonstrated ability to establish targets, manage budgets, deliver results and communicate results to all levels.
  • Effectively tracks and measures record of success in achieving the highest levels of customer service delivery, client satisfaction, and driving process and cost structure optimization and organizational change initiatives.
  • Able to collaborate with diverse business areas, many and varied stakeholders, and internal and external client groups.
  • Proactively identify, manage and mitigate risks associated with delivery of pension services.
  • Researches best practice methods, standards, and techniques and makes recommendations on their implementation with an emphasis on continuous improvement.

How to Apply:

If you are interested in this position, please submit your resume to Human Resources at [email protected] Each submission needs to clearly indicate the competition number of the position you are applying for.

Please Note: If you are submitting a resume for multiple positions, please send a separate submission for each competition. The successful candidate(s) will be required to undergo a security screening as a condition of employment. This job posting may be used to fill current and future vacancies within APS at the same or lower classification.
 

Thank you for your interest in Alberta Pensions Services Corporation (APS). Only those candidates selected for interviews will be contacted.