Plan Operations Leadership

Ivana Zanardo is Head of Plan Services at HOOPP, where she leads the strategic evolution of member and employer service delivery. Her mandate is to ensure that HOOPP’s pension promise is fulfilled through a service model that is personal, proactive, and deeply aligned with member needs.

Since joining HOOPP in 2013, Ivana has guided a transformation in how service is delivered—shifting from transactional administration to a relationship-based approach that empowers members to understand and maximize the value of their pension. She has also played a key role in expanding employer engagement across the healthcare sector in Ontario, helping to broaden access to the Plan.

With over 25 years of experience across public and private sectors, Ivana brings deep expertise in pension and benefit operations, service strategy, and organizational leadership. She collaborates closely with cross-functional teams to shape digital service transformation and ensure operational excellence.

Ivana holds a Bachelor of Commerce from York University and serves on the Advisory Board of Pensions & Investments, contributing thought leadership on member experience and service innovation.