Service Highlights
In 2023, we achieved a key milestone in our multi-year pension modernization program, welcomed approximately 7,000 members and remained focused on delivering service excellence.
17,000
client transactions successfully completed in 2023
~7,000
new members added for the second year in a row
Ranked
2nd
out of 10 national peers for client service and 8th out of 61 global peers by CEM Benchmarking in 2022 survey
14-second
average call response time
90%
of Client Care Centre calls were answered within 30 seconds
Moving Forward on Pension Modernization
2023 was a pivotal year for OPB’s pension modernization program. We determined that – in terms of cost efficiency, time and capabilities – our best option was to select a commercial off-the-shelf (COTS) pension administration system to replace our legacy systems.
The Benefits of a Lasting Plan
The purpose of a pension is to help people retire securely, with a source of predictable retirement income. The Plan is built to withstand challenging circumstances that may occur in the economy, and has done so multiple times in the past century of its existence. It’s important to remember that we plan for the long term, as pensions are contributed and paid to our members over decades, not short periods of time. The defined benefit (DB) pension model is built around this, which means that members can rest assured that their pension benefits remain secure.
Working with Purpose
In 2023, through a consultative process in which we engaged with front-line staff, managers and the Senior Leadership Team, we defined and articulated our organizational purpose. One of the messages that came through loud and clear was that our purpose had to align with our Advise and Protect mission. OPB is unique in that we employ Certified Financial Planners® who can provide our members with a professional perspective on managing their finances in retirement. That unique strength is reflected in our purpose and our commitment to supporting our members, helping them to enjoy “a retirement in which they can thrive.”
Darwin Bozek
President & Chief Pension Officer
At the end of 2024, Mark Fuller will retire, and Darwin Bozek will take on the role of President and Chief Executive Officer of the Ontario Pension Board. A seasoned pensions executive with over 30 years of experience as a leader in the public service, from 2017 until 2023 Darwin served as the President and CEO of Alberta Pensions Services Corporation.
In announcing his hiring, Geri Markvoort, Chair of OPB’s Board of Directors, noted: “Darwin has extensive public sector and pension experience, a passion for the defined benefit model and a strong commitment to delivering excellent client service. As an experienced executive leader, Darwin’s proven ability to deliver business results while supporting a positive, inclusive and values-based culture makes him the right candidate to lead OPB upon Mark Fuller’s retirement.”
Prior to his work at Alberta Pensions Services Corporation, Darwin’s roles included Senior Assistant Deputy Minister of Alberta Treasury Board and Finance; Controller for the Province of Alberta; and Chief Financial Officer for the Alberta Investment Management Corporation.
Darwin holds a Bachelor of Commerce degree with a major in Accounting from the University of Alberta, is a Member of the Chartered Professional Accountants of Alberta, graduated from the Institute of Corporate Directors (ICD) Directors Education Program (DEP), completed the Senior Public Sector Leader Program at Western University’s Ivey Business School, and in 2020, was awarded the Fellow of the Chartered Professional Accountants of Alberta (FCPA) Designation.
Our commitment is to be there.
There for life.
There for life.
ESG & DEI Overview