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Title:  Senior Manager, Pension Operations




Requisition ID: 188088

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.


As the Senior Manager, Pension Operations you will lead and oversee the Pension Operations support team. You will oversee the day-to-day deliverables of a team of operational support and customer experience specialists, monitoring trends, adhering to service levels, while managing service delivery of vendors, working closely with internal partners in accordance with governing regulations, internal policies, and procedures. 

Is this role right for you? In this role you will:

  • Lead a high-performing team and partner closely with internal specialists to ensure adherence to risk management and regulatory requirements in day-to-day operations, including contribution monitoring, benefit calculations, and pensioner payroll
  • Drive a customer focused culture throughout the team, while adhering to brand principles to deepen client relationships and leverage broader Bank relationships, systems, and knowledge
  • Seek opportunities to improve or enhance processes, procedures, and technologies related to pension operations and administration
  • Create an exceptional customer experience culture for prospects and members and provide technical guidance and overall direction to lead the team in delivering day-to-day member services 
  • Manage and ensure all daily, monthly, quarterly, and annual Pension tasks, reporting and deliverables are completed appropriately and within established timeframes
  • Oversee Medicus Pension Plan responsibilities across both an outsourced pension administration vendor and within the Operations team, including ensuring a seamless Member onboarding experience, while adhering and aligning to various service level agreements and standards
  • Oversee key annual pension administration processes, including annual statements and other key member communications
  • Act as an escalation point for member & vendor related issues and address them accordingly
  • Understand how the Bank’s risk appetite and risk culture should be considered in projects and day-to-day activities and decisions
  • Identify business risks associated with new initiatives and help develop mitigation strategies to ensure success
  • Create an environment in which the team pursues effective and efficient operations of the respective areas, ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to regulatory compliance risk 
  • Build a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates the team
  • Foster an inclusive work environment, communicating vison/values/business strategy and managing succession and development planning for the team


The Must Haves:

•    5+ years' Leadership experience in Financial Services, ideally in a call centre or customer service environment 
•    Experience working in a Multi-Employer Pension Plan Administration &/or Operations environment
•    Strong working knowledge of the Canadian Pension legislative landscape
•    Experience in multi-jurisdictional pension administration would be an asset
•    Strong written and verbal communication skills 
•    Bilingualism (English & French) is an asset
•    University Degree or College Diploma or Professional accreditation/relevant equivalent experience 


Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you have:

  • Strong written and verbal communication skills
  • An ability to operate in a highly matrixed, multi-disciplinary team environment
  • Strong leadership, communications, relationship management, analytical, problem solving, organizational, project management, and planning skills
  • A high level of motivation, with a demonstrated ability to work under pressure in a fast-paced work environment with tight deadlines
  • The ability to be flexible, manage change and ambiguity with potentially conflicting priorities, and drive for both strategic and tactical results
  • Strong cross-cultural leadership skills to effectively interact with business partners
  • Demonstrated flexibility and openness to differing ideas and perspectives, and adaptable to cultural differences, and effectively interact with others of different backgrounds and styles


Location(s):  Canada : Ontario : Toronto || Canada : Ontario : Ottawa 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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