Senior Manager, Workforce, Technology & Insights

Experience AvivaTogether, we are Aviva. Our values — Care, Commitment, Community, and Confidence — guide how we show up for each other and for our customers. Individually, they’re words. Together, they define who we are.At Aviva Canada, we put people first, our employees, our customers, and our communities. We’re proud of a culture built on care, inclusion, and collaboration, where your voice matters and your growth is supported. We’re not just about insurance; we’re about making a real difference by protecting what matters most.The OpportunityAt Aviva, we're transforming how we support customers, advisors and frontline teams.We're looking for a Senior Manager, Workforce, Technology & Insights to lead the teams and tools that help our operations perform at their best.This role is responsible for making sure we have:The right people in the right place at the right timeThe technology our teams need to be successfulThe insights leaders need to make great decisionsThe telephony platforms that keep us connected to customersThe innovation and automation that help us work smarterYou'll lead Workforce Management, Operational Insights, Telephony Support and Technology Enablement across Personal Insurance Operations, while helping shape the future of how we serve customers and support employees.What you'll do:Lead Workforce PlanningYou'll ensure we have the right staffing plans in place to meet customer demand and business goals.This includes:Forecasting future demandCapacity planningScheduling and workforce optimizationSupporting major business events and catastrophe response planningImproving productivity and service performanceTurn Data Into ActionYou'll lead a team that helps leaders understand what's happening in the business and where improvements can be made.This includes:Performance dashboards and reportingOperational insights and recommendationsTrend analysis and predictive analyticsExecutive-level reporting and storytellingOwn Operational TechnologyYou'll be responsible for the tools and platforms that support our teams.This includes:Workforce Management systemsTelephony platformsContact centre technologyTechnology enhancements and system improvementsVendor relationships and technology roadmapsImprove the Customer and Employee ExperienceYou'll identify opportunities to make things easier for customers and employees.This includes:Process simplificationAutomation opportunitiesAI-enabled solutionsReducing operational frictionImproving efficiency and effectivenessLead and Develop High-Performing TeamsYou'll build a strong, engaged and capable team while creating an environment where people can do their best work.This includes:Coaching and developmentSuccession planningPerformance managementBuilding future capabilityCreating a culture of innovation and continuous improvementWhat Success Looks Like:Accurate workforce plans that support customer demandBetter business decisions through meaningful insights and analyticsReliable and effective technology platformsImproved customer and employee experiencesAutomation and innovation delivering measurable efficiency benefitsStrong employee engagement and team performanceTrusted partnerships with operational and enterprise leadersWhat You'll Bring:Workforce & Operational ExpertiseExperience leading Workforce Management or operational support functionsStrong understanding of forecasting, planning and resource optimizationExperience supporting large operational or contact centre environmentsTechnology & Analytics ExperienceExperience working with operational technologies and telephony platformsAbility to use data and insights to solve business problemsExperience leading technology or transformation initiativesLeadership SkillsProven experience leading high-performing teamsStrong stakeholder management and influencing skillsAbility to communicate complex concepts in a simple wayComfortable working with leaders at all levels of the organizationPersonal AttributesCurious and innovativeCommercially mindedCustomer focusedResilient and adaptablePassionate about improving how work gets doneWhy This Role MattersThis role sits at the intersection of people, technology, data and operational performance.You'll help leaders make better decisions, ensure teams have the tools they need to succeed, and drive improvements that make it easier for customers to do business with us.In short, you'll help make Personal Insurance Operations smarter, simpler and more effective.What you’ll get:The salary band for this position ranges from $110,000 to $125,000. Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity.Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.Hybrid flexible work model .Outstanding career development opportunities.We’ll support your professional development education.Competitive vacation package with the option to purchase 5 extra days off per year.Employee-driven programs focused on gender, LGBTQ+, origins, diversity, and inclusion.Corporate wellness programs to support our employees’ physical and mental health.This job advertisement is for an existing vacancy which has been posted both internally & externally.Aviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment. If you require an accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged.SummaryLocation: MarkhamType: