Senior Manager, Contact Centre & Intelligent Automation Solutions

ICBC (Insurance Corporation of British Columbia); North Vancouver; Hybrid; CAD 165,000 - 234,000; Full time

Job summary

ICBC in North Vancouver, BC seeks a Senior Manager to lead Contact Centre & Intelligent Automation Solutions. You will guide teams delivering contact centre platforms, RPA, and AI-driven workflows, aligning with enterprise goals and security standards.

You will partner with business leaders to drive modernization, improve service outcomes, and sustain critical technology services in a hybrid work model.

Qualifications

• You bring leadership experience managing multidisciplinary teams and delivering critical applications.
• You translate vision into roadmaps, capability planning, execution and service excellence.
• You build trusted relationships with business and technology leaders.

Responsibilities

• Lead managers and multidisciplinary teams including business analysts, developers and QA analysts.
• Ensure alignment with corporate strategy, IT governance, and security standards.
• Guide roadmap development and prioritization across contact centre platforms and automation.

Skills

People leadership

Strategic thinking

Communication

Vendor management

Automation & AI

Project management

Digital engagement

Team leadership

Education

Bachelor's degree or equivalent

Tools

RPA

AI platforms

Document management systems

Job description

Reference Number: 5349

Posted Date: Sep 23, 2026

Employment Type: Permanent Full Time

Hours of Work: 7.5 hours per day - 5 day week (M-F)

Work Arrangement: Hybrid 8

Salary Range: $165240.00 - $234498.00 Annually

Location:

North Vancouver, British Columbia, Canada

We welcome applications from all qualified job seekers. Should you require any accommodations, including alternative interview formats, assistance with online assessments, or an ASL interpreter, throughout the application or hiring process, please email your request to [e-mail] – we are committed to ensuring an accessible experience for all candidates.

At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous Peoples and People with Disabilities. By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.

We look forward to hearing from you!

Position Highlights

We are looking for a strategic and forward-thinking Senior Manager, Contact Centre & Intelligent Automation Solutions to lead the strategic direction, delivery, sustainment, and evolution of business-critical technology services across ICBC.

In this role, you will oversee the teams responsible for contact centre platforms and intelligent automation solutions, including robotic process automation (RPA) and AI-driven workflows, in addition to the records management solutions team. These services support enterprise business areas including Claims, Insurance, Driver Licensing and corporate functions.

This is an opportunity to lead a diverse portfolio of high-impact technology capabilities, partner with senior business and IT leaders, and lead teams that deliver reliable solutions to drive business value, efficiency, and customer outcomes.

Key Accountabilities

Leadership & Governance

• Leads a team of managers and multi-disciplinary teams that include business analysts, developers and quality assurance analysts.
• Ensures alignment with corporate strategy, IT governance, information management, security standards, and enterprise technology direction.
• Supports workforce, capacity, and skills planning to meet operational and project delivery needs.
• Manages vendor partnerships, contracts, operational risks, capacity, and financial planning.

Business Partnership & Strategy

• Partners with business and technology leaders to solve business problems and drive value, efficiency, and improved outcomes.
• Provides strategic technology leadership to support business goals, service improvements and modernization opportunities.
• Leads technology strategy and direction.

Delivery & Value Enablement

• Oversees the delivery and sustainment of contact centre, intelligent automation and records management solutions.
• Leads multiple teams responsible for planning, design, delivery and sustainment of business technology services, in collaboration with IT partners.
• Guides roadmap development and prioritization.
• Ensures solutions are practical, well-integrated, and aligned with business outcomes, enterprise architecture, security, risk and operational standards.

Operations & Sustainment

• Ensures the reliable operation of critical platforms and solutions including contact centre as a service, workforce management, interaction recording, document management, enterprise repositories and intelligent automation applications.
• Oversees sustainment models across IT, business teams and vendors, in line with service levels, enterprise standards, and disaster recovery.
• Drives improvement in service quality, resiliency, compliance, and cost-effectiveness.
• Modernizes service delivery through capabilities such as automation, AI, integration, and vendor platforms.

Job Requirements

You bring a strong blend of strategic thinking, technical knowledge, business partnership, people management and leadership, including:

• Experience as a people leader with demonstrated success leading managers and multidisciplinary teams.
• Experience leading diverse enterprise technology teams that deliver and sustain business-critical applications, platforms, or services.
• Ability to align technology strategic and planning with corporate and operational objectives, translating vision into roadmaps, capability planning, execution, delivery, and service excellence.
• Ability to build trusted, collaborative relationships with business leaders and technology teams.
• Effective communication, facilitation and negotiation skills, with the ability to explain complex technology concepts to diverse audiences at all levels.
• Understanding of contact centre platforms, digital engagement, customer experience, data analytics and reporting.
• Understanding of automation and AI-enabled business solutions, including RPA (Robotics Process Automation), and virtual assistants.
• Experience with sustainment, operational support, project management, service operations, risk and vendor management, and continuous improvement.
• A degree, professional designation, or equivalent experience.

Position Information

About Us

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work Arrangement Defined

• Hybrid 8 – you will work a minimum of 2 days per week at your primary office headquarters, subject to operational requirements. The remaining days will be remote within British Columbia.

Only candidates legally entitled to work in Canada will be considered for this position.

Job Segment

Document Management, Project Manager, Quality Assurance, Information Technology, IT Architecture, Technology