As pension professionals, it is our duty to assist our members in making decisions as an important part of their retirement savings
My introduction to the world of pensions happened when I was 23. I remember it like it was yesterday.
After working as a part-time employee for the old City of North York, I was lucky enough to get a full-time job. As I was filling out my paperwork, a kind woman by the name of Irene pushed a green card across the counter. It was my membership in the city’s pension plan. At that time in my life, I didn’t want to pay into a pension plan. I was young and felt I needed every penny of my paycheque.
“Just sign the card,” Irene said. “You will thank me some day.”
All these years later, as I’m about to retire as Head of Plan Services at The Healthcare of Ontario Pension Plan (HOOPP), I’ll never forget Irene. She was my first pension advocate. Who could have known way back then that I, in turn, would devote my professional life to advocating for good pensions for all?
Pensions have shaped my entire career in one way or another. After getting hired at North York, I eventually became the manager of the department that administered the city’s pension plan. And when North York was amalgamated, I took on a similar role for the expanded City of Toronto.
Since joining HOOPP in 2014, I’ve been part of a team that has guided a transformation in how pension services are delivered — shifting from transactional administration to a relationship-based approach that empowers members to understand and maximize the value of their pension.
I’m especially proud of the service delivery model we’ve put in place at HOOPP. This model incorporates education and guidance to members in a way that is helpful to them.
As pension professionals, it is our duty to assist our members in making decisions about their HOOPP plan as an important part of their retirement savings. This program ranges from broad education available to all members through hoopp.com, to personalized guidance specific to a member, delivered by certified pension experts.
From enhancing our education and guidance, to investing in the development of our employees, we focused on providing our members with the guidance they need to help them make the right decisions about their pensions at important times in their lives — whether it’s a maternity leave, a switch from full-time to part-time employment or a decision to start retirement.
Most news stories about pension plans focus on the investment side of the business. But when you work for a pension plan, you never forget that it’s all about the members. In my role, I have been privileged to work for and with our members and their employers.
When I started at HOOPP, the Plan had fewer than 500 employers and 300,000 members. By the end of 2025, HOOPP surpassed 500,000 active, retired and deferred members, and 870 employers.
Over the years, I’ve seen other significant changes beyond the numbers.
It wasn’t that long ago when we would hear about “pension envy” — resentment about those who had defined benefit pensions, especially aimed at people in the public sector. But that attitude has shifted. As Canada’s population ages, there is growing concern about retirement security for everyone. And research conducted by HOOPP shows employers know pensions — especially DB plans – are an essential component of attracting and retaining workers.
One of the pillars of HOOPP’s new 2030 Strategic Plan is to evolve with the Ontario healthcare community to remain the pension plan of choice for healthcare workers. Where employees have a choice of whether to join HOOPP, we want to do everything possible to ensure they make an informed decision … and, once again, my mind goes back to my younger self.
When I signed up for that first pension, I didn’t think I could afford any extra deductions from my pay. So, I recognize for some part-time employees, it’s a difficult decision. And for people just entering the workforce, retirement is not even on their radar. But we very often hear from those same members, preparing for retirement, that they wish they joined earlier in their career.
Last year, I had to spend a few days in hospital — or, as I preferred to think about it, a “field trip” to visit our members. When the nurses who were looking after me found out I worked at HOOPP, many of them would come into my hospital room with questions about their pensions. They’re experts in providing care. It was a pleasure for me to provide them with some expert advice to help them plan a financially secure retirement.
HOOPP recently opened the Plan to incorporated physicians. I happened to mention this to the two anesthesiologists who were ready to put me out before my surgery. They were in their 40s and so I felt it was important for them to know that joining HOOPP is now available to them.
“Always working, aren’t you?” one of them said.
Yes, that’s true, especially when it doesn’t always feel like work. It’s what you do when you’re a pension advocate. Just like Irene told me all those years ago. Sign up. You’ll thank me some day.
Ivana Zanardo is retiring as HOOPP’s Head of Plan Services at the end of March. She plans to stay involved in the pension sector.
