Senior Manager, Workforce, Technology & Insights

Aviva Canada; Markham; Hybrid; CAD 110,000 - 125,000; Full time

Benefits offered by this job

Hybrid work model

Competitive compensation package

Career development opportunities

Generous vacation

Job summary

Aviva Canada is seeking a Senior Manager, Workforce, Technology & Insights to lead Workforce Planning, Telephony Support, and technology enablement across Personal Insurance Operations. You will drive data-driven insights, improve customer and employee experiences, and lead high-performing teams in a hybrid work environment.

You will partner with leaders to forecast demand, optimize capacity, and deliver automation and technology improvements that support business goals and customer service

Qualifications

• Experience leading Workforce Management or operational support functions.
• Strong forecasting, planning and resource optimization skills.
• Experience in large operational or contact centre environments.

Responsibilities

• Lead Workforce Planning to meet demand and goals.
• Turn data into actionable insights with dashboards and reporting.
• Own and improve operational technology including telephony platforms and contact centre tech.
• Improve customer and employee experience through process improvements and automation.
• Lead and develop high-performing teams with coaching and succession planning.

Skills

Forecasting

Workforce management

Data analytics

Leadership

Stakeholder management

Education

Bachelor’s degree or equivalent

Tools

Telephony platforms

Operational technologies

Job description

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.

Opportunity

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 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. Compensation is determined by factors such as job‑related knowledge, skills, experience and 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 and support for 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 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.