Company Information:
CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.
We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.
We’re always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com/experience.
Position Overview:
The Team Leader, Pension Benefits, delegates, schedules and guides the day to day workflow of a team of Senior Administrators/Administrators, Pension Benefits Operations Group to provide leadership, daily coaching, performance management feedback and support in conjunction with the Supervisor and Manager. Primary customer service contact for the assigned group of corporate pension plans overseen, providing day-to-day plan support, issue and problem resolution directly to pensioners via the incoming 1-800 customer service telephone service.
Responsibilities:
- Delegates and schedules the daily work tasks of a team of 3-5 Pension Benefits Operations Senior Administrators/Administrators, monitoring daily workflow and shifting resources/task priorities as needed ensuring appropriate resources are allocated
- In conjunction with the Supervisor and Manager, conducts individual performance reviews coaching sessions and provides feedback to the Supervisor for performance reviews. Assists management with sets setting individual and team performance objectives, and assists management with staff recruitment, identifies, coordinates and delivers team training and development requirements
- Collaborates with the team members in dealing with problem resolution and delegation/escalation of customer service-based requests and issues, acting as primary technical product lead/source, providing team with product knowledge assistance and support
- Collaborates regularly with group management and other CIBC Mellon internal departments to support the resolution of client enquires, issues and concerns identified outside of Pension Benefits Operations group and to identify team productivity and procedural improvements
- Backs up phone agents during heavy call centre timeframes
- Establishes account administration procedures for assigned groups, ensuring senior staff and managements remain apprised on non-standard account issues
- Researches and supplies relevant information on current state of pensioner environment directly to incoming callers by maintaining currency on regulatory, legislative, product, policy and procedural changes that will impact pension payment
Qualifications:
- Community College degree with focus on business, finance or equivalent training
- Approximately 3 years progressive experience in a related field
- Knowledge of payroll procedures and legislative requirements
- Communication; time management skills
- Demonstrated leadership ability
CIBC Mellon's Values:
Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards
Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward
Be One Family: Challenge, empower and recognize your colleagues
Take Ownership: Speak up, speak out, and make things better
Job Specific Competencies:
- The salary band for this position ranges between $60,000 - $91,000.
- A reasonable estimate of the pay range for this role is $57,000 - $65,000 at the time of this posting. Individual pay is determined by factors such as job-related skills, market conditions, relevant experience, education, training, and internal equity.
- Please note, our recruitment process may include the use of AI-assisted tools.
- This posting is for an existing vacancy.
