Senior Manager, Workforce, Technology & Insights
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Key skills for this role
About the Role
Aviva is seeking a Senior Manager to lead workforce planning, operational insights, telephony support, and technology enablement for Personal Insurance Operations. The role involves forecasting, capacity planning, performance dashboards, and driving automation and AI solutions.
Key Skills for This Role
Responsibilities
- Lead workforce planning including forecasting, capacity planning, scheduling, and catastrophe response planning
- Turn data into action by leading a team that provides performance dashboards, operational insights, and executive reporting
- Own operational technology including Workforce Management systems, telephony platforms, and contact centre technology
- Improve customer and employee experience through process simplification, automation, and AI enabled solutions
- Lead and develop high performing teams through coaching, succession planning, and performance management
Requirements
- 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
- Proven experience leading high performing teams
- Strong stakeholder management and influencing skills
- Ability to communicate complex concepts in a simple way
Full Job Posting
Experience Aviva
- Aviva Canada is looking for a Senior Manager, Workforce, Technology & Insights to lead teams and tools that help operations perform at their best.
- The role ensures the right people, technology, insights, telephony platforms, and innovation are in place across Personal Insurance Operations.
What you'll do
- Lead workforce planning: forecasting, capacity planning, scheduling, workforce optimization, and catastrophe response planning.
- Turn data into action: performance dashboards, operational insights, trend analysis, predictive analytics, and executive reporting.
- Own operational technology: Workforce Management systems, telephony platforms, contact centre technology, vendor relationships, and technology roadmaps.
- Improve customer and employee experience: process simplification, automation, AI enabled solutions, reducing operational friction.
- Lead and develop high performing teams: coaching, succession planning, performance management, building future capability.
What You'll Bring
- 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.
- Proven experience leading high performing teams.
- Strong stakeholder management and influencing skills.
- Ability to communicate complex concepts in a simple way.
What you’ll get
- Salary band: $110,000 to $125,000.
- Compelling rewards package including base compensation, annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
- Hybrid flexible work model.
- Outstanding career development opportunities.
- Competitive vacation package with option to purchase 5 extra days off per year.
- Employee driven programs focused on gender, LGBTQ+, origins, diversity, and inclusion.
- Corporate wellness programs.
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