Senior Director, Enabling Services
HybridToronto, Ontario, Canada
Job Summary
Provide strategic leadership for UPP's pension policy function, overseeing legislative changes, plan amendments, and administrative standards. Lead the Learning, Development, and Knowledge Management teams to build training roadmaps, maintain knowledge repositories, and champion AI adoption across Pension Services. Manage a multidisciplinary team responsible for quality assurance, ensuring process controls align with the Target Operating Model and enterprise risk framework. Act as a trusted advisor to the Managing Director, fostering partnerships with Legal, Actuary, and Technology to integrate operational procedures and quality practices. Drive continuous improvement in policy interpretation, member education, and knowledge sharing while supporting employer onboarding and organizational growth initiatives.
Required Qualifications
- Bachelor's degree in a related discipline, such as business, political science, actuarial science or law
- Minimum 12+ years of progressive experience in pension administration, pension policy, operational enablement, learning and development, quality assurance, or a comparable regulated financial services environment
- Minimum 5+ years of leadership experience managing multiple teams or functional areas
- Strong knowledge of pension plan operations, including familiarity with plan regulations, Canadian pension law, governance, processes, systems and services
- Ability to inspire confidence and manage expectations in a broad range of stakeholders through a proactive, respectful, diplomatic and accessible communication style
- Ability to adapt to evolving requirements and priorities to consistently deliver required outcomes
- Experience and expertise in drafting and implementing plan amendments
- Expertise in effectively managing procedure development through conducting research interviews, facilitating brainstorming meetings, working groups and gap analysis sessions
- Experience with process mapping, gap identification and development of business procedures
- Excellent verbal and written communication skills with the ability to simplify complex and technical information into concise, accurate and plain language procedures
- Demonstrated success working in a hands-on multi-faceted stakeholder environment
- This role is based in downtown Toronto in a hybrid work environment, allowing employees the flexibility to work remotely and in-office (minimum two days per week in-office)
Desired Qualifications
- Professional designations such as CEBS, PPAC, or other relevant certifications are considered assets
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