BC Pension’s purpose is to create peace of mind

Kathryn Kemp has a long list of reasons why BC Pension Corp. is a top employer, including the unwavering support the organization provides its staff. But what gives her the most satisfaction is the supportive service she provides to pension plan members every day.

Kemp, who has been at BC Pension Corporation since 2016, is a client service representative in the Plan Operations department, where she helps people access money from their pension plans after they leave their jobs. Kemp’s aim is to play her part with both efficiency and kindness.

“It’s really amazing how we make it a great experience for the members,” Kemp says of the organization, one of the largest professional pension service providers in Canada. “Our goal is to always get their investment into their hands as soon as we can, and it’s such a pleasure that I have the ability to do that.”

Augmenting her experience at BC Pension Corporation – which serves one in eight British Columbians – is the freedom managers give her in her approach to speaking with clients.

As an example, Kemp describes a time when a member needed extra help and time to fully understand her options and how to proceed. Kemp’s manager supported her decision to spend additional time with the member to ensure the case was handled with the appropriate care and compassion needed. The manager also said he would personally help in any way necessary.

“We’re in an environment where leaders let us help people as much as we can,” Kemp says. “I saw it on day one, and I have felt it continuously since I’ve been here.” Excellent service is at the heart of what she and her fellow representatives do on a daily basis, she says.

The corporation’s leaders also make themselves available to listen to employees and hold open and frank discussions, Kemp says. That’s true from CEO Laura Nashman through the ranks. “With all assistant directors, directors, executives,” Kemp says, “if you want to go and sit and have a moment of their time, all you have to do is ask.”

Erika Taylor, vice president of people and culture, says BC Pension Corporation is focused on fulfilling its purpose, which it defines as creating peace of mind equally for the members and its employees.

“We strongly encourage employees to understand their role in helping the organization deliver purpose and value to those we serve,” Taylor says. “It is important for them to recognize the impact of their work and the contributions they make every day.”

BC Pension Corporation trains front-line supervisors and managers to support employees through regular discussions, coaching and ongoing skill development. The organization measures employee satisfaction by collecting feedback through an annual survey and pulse checks, which include assessing how well BC Pension Corporation is fostering a sense of belonging among staff.

Taylor says the key for the corporation’s leaders is to invest time and effort in understanding what’s important to employees, both personally and professionally.

“Ultimately, having managers who are committed to the success of their employees and employees who are dedicated to the success of the organization are what truly matters,” she says.

For Kemp, all the pieces add up to “a really fun, collaborative environment.”

“People must be happy here because when you come into work, you hear talking and laughing,” she says. “And we help each other. I love that nobody’s afraid to make you better at your job. It’s quite fantastic.”

This article appeared in the magazine announcing this year's BC’s Top Employers winners, published February 11, 2025 in the Vancouver Sun. This article was prepared with the financial support of the employer, which reviewed but did not write its contents.