Pension Specialist, Pension Operations

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Within the Pension Operations Division the department is responsible in executing a broad range of Business Processes that deal with the life cycle of a member's event. It can range from any one of the following but not limited to enrolments, terminations, disability, marriage breakdowns, inter plan transfers, etc.

Under the direction of the Manager, with technical support provided by the Pension Analyst, the Pension Specialist is accountable for the accurate and timely processing of daily financial and non-financial transactions in a multi-client/multi-functional environment. The Pension Specialist executes business processes using OMERS systems. The Pension Specialist will interact across Pension Operations and service divisions as well as other teams within OMERS and are key contributors to the professional services delivery and teamwork environment.


o Processes and authorizes (i.e. peer review) business processes (BPs) accurately with the following criteria:
- Routine transactions with minimal manual calculations
- Transactions that may require review, interpretation or analysis of some supporting documentation in collaboration with other internal departments
o Utilizes and references on-line procedural documentation.
o Responds to client inquiries / requests that may require some research and analysis and are of low to medium risk based on precedence and companies' policies.
o Demonstrates sound judgment and diplomacy when dealing with client issues in order to provide timely, accurate responses.
o Indentifies changes to BPs and makes recommendations.
o Performs employer / member follow-ups for missing or incomplete documents / information.
o Reviews documentation / correspondence for employer and members and, if required, requests further information to gain a greater understanding in order to process transactions.
o Maintains service levels of productivity to meet established service standards.
o Processes and requests payments from other financial institutions.
o Works co-operatively with peers to ensure team, division and corporate objectives are met.
o Supports common goals and participates in the development of innovative team solutions to issues.


o Post secondary education / accreditation in job related field or related experience
o PPAC/CEBS Certification preferred or currently enrolled
o Pension or benefit administration knowledge preferred
o Analytical skills/ Detail oriented/ Aptitude with numbers
o Good verbal and written communication skills
o Client interaction experience preferred
o Ability to effectively utilize / learn the Pension administration systems
o Working knowledge of Microsoft Office applications
o High integrity and discretion to ensure the confidentiality of sensitive information
o Able to work independently and as part of a team

Client Focus (Builds relationships with customers by understanding and responding to their needs and ensuring fair treatment)
o Proactively identifies customer's needs through probing questions and effective listening and provides alternate solutions to customer problems.
o Has the ability to handle client enquiries and requests and escalates only when necessary.
o Demonstrates diplomacy, professionalism and technical expertise to respond to client enquiries.
o As an OMERS ambassador, maintains a professional image and diplomacy when interacting with clients.

Analytical Thinking (Maintains momentum by managing issues and dealing with ambiguity)
o Within the scope of regular duties, resolves questions with basic analysis required and is able to exercise sound judgment regarding when to escalate matters to senior staff or management.
Organizational Skills (Ability to organize self and others)
o Able to structure thinking and organize thoughts and tasks effectively to ensure that service standards are met. Demonstrates effective use of available systems and resources.
Self Development (Partners to develop self and others)
o Build a positive work environment
o Take action to manage own personal development
o Share information amongst teams by being an active participant
o Demonstrate desire to learn and take on more duties
o Demonstrate the ability to expand their knowledge by asking questions and developing a system to remember and recall knowledge
Interpersonal Skills (Interacting with Others)
o Able to identify different working styles and change approach as needed.
o Identifies other's interests and effectively uses this knowledge to provide constructive feedback to peers.

Leadership (Leading by Example)
o Models good attitude and takes ownership of own behaviors
o Understands how their behavior affects others

Delivering Results (Sets and achieves stretch objectives)
o Accountable and responsible for organizing and planning day to day activities while understanding priorities

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