Manager, Client Operations

Alberta Pensions Services Corporation

Position: Manager, Client Operations

Position Type:   Full-time, Permanent, Management

Location: Edmonton, Alberta

Classification:   Pay Group VI

Salary Range:   $95,655.00 to $140,748.00

Closing Date:    February 23, 2026 @ 4:00 p.m. MST

If you're ready to shape the future of pension service delivery , lead engaged teams , and champion operational innovation across APS… let's talk

What you're passionate about

You are passionate about supporting teams that deliver high-quality pension administration services. You enjoy working in a fast-paced environment where accuracy, service excellence, and collaboration matter. You thrive when solving complex operational challenges, guiding teams through change, and contributing to service improvements that impact members, pensioners, and employers. You appreciate clear processes, continuous learning, and creating an engaged, high-performing team.

Responsibilities of the Manager, Client Operations

Operations Management: 

• Lead and delivery an excellent member experience by overseeing the accurate and timely delivery of core pension services, including retirements, terminations, buybacks, transfers, deaths and annual processes
• Monitor workloads, quality, and service measures to ensure performance standards are met
• Analyze operational data to balance resources, identify trends, and support informed decision‑making
• Drive and implement process improvements to strengthen consistency, accuracy, and service delivery
• Participate in strategic management initiatives and innovation. Strategically analyze and anticipate new and emerging trends and demands, and develop action plans to evolve overall service strategy
• Act as business owner for system enhancements and operational components of projects, ensuring readiness and effective implementation
• Contribute to budgeting, planning cycles, reporting, and operational forecasting.
• Support or lead special projects, pilots, or organizational initiatives related to service delivery or operational transformation.

Relationship Management:

• Liaise with internal teams to ensure coordinated effort for service delivery, including system changes and improvements
• Represent Client Operations on committees, cross‑functional initiatives, or project working groups
• Interact with clients and other business areas to improve service delivery
• Support senior and executive leadership by providing input into strategic planning, operational objectives and goals, and ensure alignment with corporate goals, mission and values
• Build strong relationships and collaborate with all facets of APS
• Provide operational input and updates to clients and plan boards through established channels.

Resource Management:

• Provide coaching, feedback, and development planning through regular one‑on‑ones, semi-annual reviews, and annual performance cycles
• Support growth, learning and development plans for new and existing employees
• Support employee engagement, team-building, recognition, and a supportive, inclusive work environment.
• Lead recruitment, onboarding, training, and succession planning to ensure adequate staffing and capability
• Communicate organizational priorities and strategic objectives
• Support employees through change

Issue Management:

• Serve as the first point of contact for operational issues, escalations, and decision support for staff and stakeholders
• Work with internal and external stakeholders on issue resolution and impact assessment, while keeping stakeholders informed.
• Identify, assess, and mitigate operational, compliance, and reputational risks affecting service delivery
• Collaborate with Internal Audit and the Office of the Auditor General on findings, recommendations, and mitigation actions
• Foster business resiliency and help to plan and develop a risk management framework

What you bring

You bring strong leadership skills, exceptional organizational capabilities, and deep experience in operations or service delivery environments. You have the ability to interpret legislation, manage risks, and make informed decisions. You are skilled in stakeholder relations, problem solving, and leading teams through change. You demonstrate sound judgment, can manage multiple priorities, and maintain a high standard of service excellence. Experience with pension administration, financial services, or regulated environments is considered an asset. More specifically:

• Post-secondary education (in business, finance or actuarial sciences is desirable).
• Five or more years of directly related operational or service delivery experience including leading teams in a business or finance-oriented environment.
• Success leading a team of individuals in a business or finance-oriented environment is considered an asset
• Excellent organizational, time‑management, communication, problem solving and prioritization abilities to manage multiple demands
• Experience identifying and implementing change and process improvement initiatives
• Ability to understand complex calculations and systems
• Strong leadership skills including prioritization, project management, collaboration, motivation, coaching, mentoring, and tactical and strategic thinking
• Ability to make and influence decisions that impact the organization
• Adaptability and resilience when working in environments that involve change, competing priorities, and shifting demands
• Demonstrated ability to take ownership of issues and ensure they are resolved

Why choose APS

APS is made up of hard-working, respectful and talented people who understand and invite diversity to the workplace. We take pride in holding ourselves accountable and continuing to meet or exceed service levels for plan members, pensioners and employers. We ensure they receive quality services because they—along with our people—are the reason we endure and succeed.

And it sure feels good helping hard-working Albertans receive their well-deserved pensions.

What APS has to offer

• Defined benefit pension plan
• Community-minded workplace with a friendly team environment
• Vacation starting at 20 days per year, 13 statutory holidays, personal days, plus office closure between Christmas and New Year's Day
• Competitive benefit package featuring extended health and dental benefits and a 100% employer-paid flexible spending account
• In-house training programs, extensive career development and coaching program, access to external education opportunities and wellness programs
• Discount programs through various partner agencies