Senior Manager, Workforce, Technology & Insights

About Aviva Canada

At Aviva Canada, we put people first – our employees, customers, and 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.

We’re looking for a Senior Manager, Workforce, Technology & Insights to lead the teams and tools that help our operations perform at their best.

• The right people in the right place at the right time
• The technology our teams need to be successful
• The insights leaders need to make great decisions
• The telephony platforms that keep us connected to customers
• The innovation and automation that help us work smarter

You’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.

You'll ensure we have the right staffing plans in place to meet customer demand and business goals.

• Forecasting future demand
• Capacity planning
• Scheduling and workforce optimization
• Supporting major business events and catastrophe response planning
• Improving productivity and service performance

You'll lead a team that helps leaders understand what's happening in the business and where improvements can be made.

• Performance dashboards and reporting
• Operational insights and recommendations
• Trend analysis and predictive analytics
• Executive-level reporting and storytelling

You'll be responsible for the tools and platforms that support our teams.

• Workforce Management systems
• Telephony platforms
• Contact centre technology
• Technology enhancements and system improvements
• Vendor relationships and technology roadmaps

You'll identify opportunities to make things easier for customers and employees.

• Process simplification
• Automation opportunities
• AI-enabled solutions
• Reducing operational friction
• Improving efficiency and effectiveness

You'll build a strong, engaged and capable team while creating an environment where people can do their best work.

• Coaching and development
• Succession planning
• Performance management
• Building future capability
• Creating a culture of innovation and continuous improvement

• Accurate workforce plans that support customer demand
• Better business decisions through meaningful insights and analytics
• Reliable and effective technology platforms
• Improved customer and employee experiences
• Automation and innovation delivering measurable efficiency benefits
• Strong employee engagement and team performance
• Trusted partnerships with operational and enterprise leaders

• Experience leading Workforce Management or operational support functions
• Strong understanding of forecasting, planning and resource optimization
• Experience supporting large operational or contact centre environments

• Experience working with operational technologies and telephony platforms
• Ability to use data and insights to solve business problems
• Experience leading technology or transformation initiatives

• Proven experience leading high‑performing teams
• Strong stakeholder management and influencing skills
• Ability to communicate complex concepts in a simple way
• Comfortable working with leaders at all levels of the organization

• Curious and innovative
• Commercially minded
• Customer focused
• Resilient and adaptable
• Passionate about improving how work gets done

This 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…