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

Solid 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.

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📌 Senior Manager, Workforce, Technology & Insights (Ontario)
🏢 Aviva Canada
📍 Ontario