Client Service Manager - Member Services and Experience

Classification: Administrative Officer 24

Reports to: Assistant Director, Member Services

Salary Range: $78,353.21 to $89,258.28 per annum

Union/Excluded: BCGEU

Security Screening: Required 

Job Type: Temporary full time for 18 months

Apply Before: 02/23/2026, 11:59 PM

Additional Info: An eligibility list to fill future vacancies may be established. This temporary opportunity may be extended or made regular.

 

We are seeking a Client Service Manager to join our team in VICTORIA, British Columbia, Canada. 

The Client Service Manager (CSM) leads a dedicated team that delivers high‑quality service to plan members and employers. This role sets clear expectations, coaches and develops staff, supports hiring, training and day‑to‑day performance to help the team succeed. The CSM works closely with operational partners to keep daily service targets on track and create a positive, high‑engagement work environment.

The CSM also acts as a business lead for assigned service areas ensuring accurate application of plan rules, coordinating with internal and external partners, and identifying opportunities to improve service quality. Using strong analytical skills and sound judgment, the CSM helps solve operational challenges, supports change initiatives and acts as a reliable resource for both staff and stakeholders.

 

Hybrid Work Model 

This position is located in our Victoria, BC office. You will have the flexibility to work part of the time on-campus and part of the time off-campus. The requirement for on-campus presence is a minimum of 40% of your schedule in a month. 

Additional requirements are determined by the role functions and operational needs of each business area.   

• Leads and supports staff through clear expectations, regular coaching, performance planning, and ongoing development.
• Provides quality assurance feedback, identifies training needs, delivers team communications, and ensures consistent use of member- and employer‑centric language.
• Guides staff in using digital‑first tools, manages escalations, supports real‑time workforce management, and provides technical guidance on pension rules, policies, and procedures.
• Responds to complex escalations by interpreting legislation and plan rules and communicating decisions clearly in writing and verbally.
• Acts as business lead by assessing issues, identifying requirements, recommending operational improvements, contributing to procedure development, and coordinating testing and internal reviews.
• Communicates system and process changes, supports tool adoption, and contributes to change management initiatives and new program implementations.
• Maintains staff skills inventories, participates in branch and division projects, identifies service risks, and collaborates with internal partners to ensure consistent practices.
• Participates in the Aspiring Leader Program and performs other related duties.

Must have

• Diploma in business administration, public administration, leadership, human resources, finance, or a related field. 

• Three years of recent (within five years) experience in the following:
  • Leading, coaching or supervising staff in a service delivery, contact centre, financial services or administrative environment.
  • Delivering client or customer service in a high‑volume, deadline‑driven environment.
  • Interpreting and applying legislation, policies, procedures, or program rules.
  • Identifying operational issues, recommending solutions, or supporting process improvements.
  • Working with multiple stakeholders (internal and/or external) to resolve issues or deliver services.
• An equivalent combination of education, training and relevant experience may be considered.

Nice to have

• Experience supervising in a unionized environment is preferred.

• Experience leading change initiatives, implementing new tools or systems or supporting organizational transformation is preferred.

• Experience coordinating or supporting operational activities such as scheduling, workload monitoring or quality assurance is preferred.

• Experience leading a team in a contact centre is preferred.

Knowledge, Skills and Abilities

• Knowledge of leadership principles, coaching practices, and performance management.
• Knowledge of customer service and contact centre operations, including quality assurance and workforce management.
• Knowledge of pension administration, financial services, or complex program delivery or the ability to learn quickly.
• Knowledge of legislation, policies, and procedures related to program or service delivery.
• Knowledge of change management practices, continuous improvement and operational process design.
• Knowledge of modern digital tools, online self‑service platforms and member‑centric communication approaches.
• Excellent communication skills, including the ability to explain complex technical information clearly to staff, members, and employers.
• Skilled at planning, organizing and prioritizing work in a high volume, deadline driven environment.
• Ability to motivate, inspire and support staff through ongoing change and transformation.
• Ability to lead a team toward shared goals while maintaining high service standards.
• Ability to identify training needs and develop tailored staff development plans.
• Ability to recognize operational issues, assess risks, and escalate appropriately.
• Strong collaboration and relationship building skills with internal and external stakeholders.

 

Application requirements 

Cover letter: Please do not submit a cover letter; it will not be reviewed.

Resume: A resume is required as part of your application. Ensure your resume includes your education, the start and end dates (month and year) of your employment, and any relevant information that relate to the job requirements.

Questionnaire: As part of the application process, you will be prompted to complete an online questionnaire to demonstrate how you meet the job requirements. Responses will be used to shortlist applicants against the job requirements. Please allow approximately 20 minutes to complete this questionnaire.

 

Applications will be accepted until 11:59 pm PST on the closing date. Late applications will not be considered.

 

Diversity & Inclusion 

BC Pension Corporation is an equal opportunity employer committed to establishing an inclusive, equitable, and accessible environment for all. All qualified applicants will receive consideration for employment without regard to race, national origin, age, religion, disability, sexual orientation, gender identity or expression, marital status or any other basis protected by applicable law. 

We are committed to ensuring that reasonable accommodations are made available to persons with disabilities during the recruitment, assessment and selection processes and will provide reasonable accommodations upon request. If you require assistance or accommodation due to a disability, please email us at jobs@pensionsbc.ca.  

Thank you for your interest in working with us. We will let you know about your status in this competition as soon as possible. If you have questions about this opportunity, please email us at jobs@pensionsbc.ca.

BC Pension Corporation is one of the largest professional pension service providers in Canada. We serve over 780,000 active and retired members and more than 1,000 plan employers, paying out more than $540 million in benefits each month (over $6.5 billion a year) to over 240,000 retirees. One in eight BC citizens is a member of one of the five pension plans we serve. Services include providing plan information to members and employers, managing contributions and member records, paying pension benefits, and providing policy, financial and communication services to plan boards. We are a community of dedicated professionals who share common beliefs about client service and a desire to make our organization an even better place tomorrow than it is today.