Experience Aviva
Together, 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.
AtAviva 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 Opportunity
At 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 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.
What you'll do:
Lead Workforce Planning
You'll ensure we have the right staffing plans in place to meet customer demand and business goals.
This includes:
Forecasting future demand
Capacity planning
Scheduling and workforce optimization
Supporting major business events and catastrophe response planning
Improving productivity and service performance
Turn Data Into Action
You'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 reporting
Operational insights and recommendations
Trend analysis and predictive analytics
Executive-level reporting and storytelling
Own Operational Technology
You'll be responsible for the tools and platforms that support our teams.
This includes:
Workforce Management systems
Telephony platforms
Contact centre technology
Technology enhancements and system improvements
Vendor relationships and technology roadmaps
Improve the Customer and Employee Experience
You'll identify opportunities to make things easier for customers and employees.
This includes:
Process simplification
Automation opportunities
AI-enabled solutions
Reducing operational friction
Improving efficiency and effectiveness
Lead and Develop High-Performing Teams
You'll build a strong, engaged and capable team while creating an environment where people can do their best work.
This includes:
Coaching and development
Succession planning
Performance management
Building future capability
Creating a culture of innovation and continuous improvement
What Success Looks Like:
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
What You'll Bring:
Workforce & Operational Expertise
Experience leading Workforce Management or operational support functions
Strong understanding of forecasting, planning and resource optimization
Experience supporting large operational or contact centre environments
Technology & Analytics Experience
Experience working with operational technologies and telephony platforms
Ability to use data and insights to solve business problems
Experience leading technology or transformation initiatives
Leadership Skills
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
Personal Attributes
Curious and innovative
Commercially minded
Customer focused
Resilient and adaptable
Passionate about improving how work gets done
Why This Role Matters
This role sits at the intersection ofpeople, technology,…
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