City : Toronto, Ontario, Canada

Category : Full time

Industry : Public Services/Utilities

Employer : Healthcare of Ontario Pension Plan (HOOPP)

Why you’ll love working here:

• high-performance, people-focused culture

• our commitment that equity, diversity and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves

• learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth

• competitive, 100% company-paid extended health and dental benefits for permanent employees with recent additions to promote inclusive coverage to a diverse employee population. These recent additions include gender affirmation and fertility drug and treatment coverage

• membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security

• access to an annual wellness reimbursement program for health and wellness-related expenses for permanent employees

• virtual fitness, yoga and meditation classes, nutritional consultations and wellness seminars

• we offer a hybrid flexible work model that embraces remote work in Ontario for eligible roles

• the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers

Job Summary:

Reporting to the Manager, Plan Operations Risk Management, the Analyst is responsible for conducting a thorough and timely analysis of pension administration business processes and associated risks, as a critical component of the Quality Review Program. The Analyst will identify, design and document quality testing scenarios and procedures, review testing results, identify improvement opportunities and formulate recommendations.

This position also involves participating in access monitoring activities within Plan Operations, to ensure that member data is only being accessed for legitimate business purposes. The Analyst will also learn and assume responsibility for the end-to-end regulatory compliance process, to ensure HOOPP is compliant with regulatory obligations regarding the processing of member events, and be involved in identifying, assessing, and evaluating risks and corresponding controls.

This role requires very strong communication skills, the ability to collaborate and pivot based on priorities, and the ability to exercise a great deal of judgment while acting in a professional manner at all times.

What you will do:

Quality Program

Responsible for conducting detailed business process mapping and analysis during the execution of quality reviews (QR), developing quality review scenarios and testing procedures based on risk profiles, monitoring quality testing and reviewing testing results, working collaboratively with all members of the QR team (Lead and testers) and providing quality process expertise and timely support to testers. This includes:

• Ensuring that quality testing scenarios and procedures are developed, documented, and updated on a timely basis for all processes under review, capturing and understanding related workflows, system functionality, process and system changes, plan provisions and regulatory compliance (Pension Benefit Act, Income Tax Act). This includes obtaining and compiling required data & information for sample selection and selecting samples for review

• Ensuring that testers have all relevant pension information, procedures, and templates to perform successful testing and supporting them during day-to-day testing

• Reviewing that testing steps and results are documented and supported with appropriate and complete evidence, ensuring observations, causes, risks, and impacts are clearly articulated and that appropriate feedback is provided to testers, as required

• Ensuring appropriate escalation of obstacles/challenges during testing with Lead/manager in a timely manner. This includes sharing lessons learned during detailed testing and opportunities for improvement in the testing process

• Providing insight and recommendations to support business process improvements and value-added activities for the quarterly quality review process

• Coordinating and following-up on observations, ensuring that stakeholders provide responses and remediation actions in a timely manner

• Leveraging effective communication skills to participate in meetings with stakeholders and business partners to confirm observations and finalize reporting

• Assisting with training, providing associated documentation and guidance

• Assisting with testing as required

Regulatory Reporting

Learn and maintain the process to identify and report on all member events not completed timely per Pension Benefit Act (PBA) requirements. This process is partially automated but involves collaborating with data teams to ensure the ongoing business requirements for Power BI reports used to facilitate the capturing of the required data are defined and understood.

• This requires an in-depth understanding of both PBA-required timelines and internal Member Services processes and timelines, as well as the ability to maintain flexibility and quickly pivot based on evolving interpretations of PBA requirements as well as internal process changes and product enhancements affecting Member Services workflow processes

• Identify opportunities for improving the Power BI reports and reducing reliance on excel and manual processes

  • This requires advanced Excel skills, and excellent communication and problem-solving skills, as part of this role is to act as a liaison between management and data analysts, as well as the ability to effectively distil complex process issues and problems down to sound bites for management consumption and provide recommended solutions

  • Requires exercising considerable judgment in recommending appropriate thresholds for identifying cases as late by leveraging an in-depth understanding of Member Services processes and timelines and conducting detailed research into late events

• Be aware of process changes within Member Services and be able to identify when the regulatory reporting process may be impacted, further investigate, and participate in forums to determine and discuss impacts, ensure detailed process document is maintained

Risk Management

Participate in and/or lead evolving risk management practices and mandates as requirements are defined, which may include:

• Collaborating with business groups and various stakeholders at all levels to identify and document risks within different business functions, and identify risk mitigation actions, by documenting and assessing existing controls in place, or evaluating the need for a new control, ensuring the appropriate level of detail, clarity, and accuracy

  • Requires strong collaboration and communication skills as this involves facilitating working sessions with business group subject matter experts in addition to leveraging existing process documentation

• Identification and development of control monitoring activities such as KRIs (key risk indicators)

  • This entails providing guidance to the business and assisting them regarding their reporting of KRI metrics, which are shared quarterly with senior leaders and require appropriate context and ‘storytelling’ 

• The development and maintenance of a consolidated controls library

  • The creation of a library is required to ensure a consistent and complete view of the evolving Plan Operations controls environment for senior leaders and is currently excel-based, however, part of this role will entail exploring enhancements such as the use of Power BI

  • Maintenance of the library requires strong attention to detail as it includes ensuring consistency across different business groups and the inclusion of appropriate control attributes to focus control assessment efforts

• Access monitoring

  • Requires leveraging internally developed tools and knowledge of various job functions and business groups within Plan Operations to determine what would be ‘expected’ vs. ‘unexpected’ accessing of member data

  • Strong communication skills and attention to detail are needed as this involves collaborating with IT teams as well as business groups to improve, refine and expand the use of the tool  

What you bring: ​

• ​University degree or post-graduate and/or combination of equivalent training, education and experience is required – preferable in areas of Business Administration, Accounting, Engineering, or Information Technology

• Over 5 years of progressive experience in business analysis, quality assurance, process improvement and/or risk management roles

• Over 3 years of experience in the pension industry, preferably in pension administration/operations

• Professional certification/certificate in Business Analysis, Risk Analysis, Quality Assurance or Lean Six Sigma are assets

• Advanced Excel skills

• Strong ability to collaborate and exercise a considerable amount of judgment

• Very strong communication skills – being able to both understand the granular details of a process while also being able to distill details down into talking points

• Superior analytical and critical thinking skills with the ability to map out and understand business processes, interpret related data/reports quickly and thoroughly; and draw conclusions including the identification of potential risks/corresponding impacts

• Ability to gather, synthesize, organize, and interpret data/information resulting from quality review testing and using judgment to formulate appropriate conclusions and write observations in a concise and clear manner

• Ability to collaborate with both internal and external stakeholders such as different business areas to confirm testing results and ensure their effective remediation

• Exceptional communication and documentation abilities

• Strong attention to detail and ability to navigate through ambiguity and/or incomplete information

• Exemplify a high degree of professionalism and accountability

• Proven analytical, problem-solving, and reasoning skills

• Excellent time management skills, adaptable to change and an ability to remain resilient under pressure