Senior Manager, Workforce, Technology & Insights
About The Position
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, and 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.
Requirements
- Workforce & Operational Expertise: Experience leading Workforce Management or operational support functions, strong understanding of forecasting, planning and resource optimization, and 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, and 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, and comfortable working with leaders at all levels of the organization.
Nice To Haves
- Curious and innovative
- Commercially minded
- Customer focused
- Resilient and adaptable
- Passionate about improving how work gets done
Responsibilities
- Lead Workforce Planning: 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, and improving productivity and service performance.
- Turn Data Into Action: 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, and executive-level reporting and storytelling.
- Own Operational Technology: 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, and vendor relationships and technology roadmaps.
- Improve the Customer and Employee Experience: Identify opportunities to make things easier for customers and employees. This includes process simplification, automation opportunities, AI-enabled solutions, reducing operational friction, and improving efficiency and effectiveness.
- Lead and Develop High-Performing Teams: 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, and creating a culture of innovation and continuous improvement.
Benefits
- Base compensation
- Eligibility for annual bonus
- Retirement savings
- Share plan
- Health benefits
- Personal wellness
- Volunteer opportunities
- Outstanding career development opportunities
- 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 our employees’ physical and mental health
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
