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Canada Operations represents our largest team at Canada Life with over 5,000 staff supporting all lines of business in Canada. This team is an exciting growth area as we add new technology, capabilities and unlock strategic opportunity in our operations area as a tailwind for the Canadian business.
This role will lead our Workforce Management team, Data and Analytics team, and Offshore Centre of Excellence organization. These functions directly support our largest operations teams in contact centres, claims, insurance and wealth administration and underwriting. Over time and as this team evolves there will be further opportunities for this role to impact our strategic direction and lead key initiatives.
This role reports to a Vice-President, Central Services and Strategy. As part of the management team in Central Services and Strategy, this role will collaborate directly with other keys areas like Business Enablement, Business Delivery, Central Operations, Financial Operations and Business Strategy in bringing the CS&S vision to life.
What you will do:
- In partnership with our Director, Workforce Management team, this role will be responsible for the forecasting, scheduling, intraday and propensity to call models across contact centre
- Expand the workforce management function across other front line operations organizations like Claims, Insurance and Wealth administration functions
- In partnership with our Director, Data, Analytics and Reporting teams, this role will lead this key function for Canada Operations expanding our insights data collection, insight and analytical models to support business case decisions, etc. including sharing the responsibility as “Data Owner” for CanOps
- Work closely with other Canada Life business leaders, external consultants, vendors, and other stakeholders independently and proactively to bring to life new strategies, platforms or capabilities
- Stand up a centre of excellence in our offshore location to support core team’s capabilities
- Provide analytical backing for majority of decisions – we are a fact-based, data-driven company
- Develop and present productivity, resource, investment and financial models for executive decision making at the VP, SVP, EVP level
- Conduct market scans and competitor insights from industry associations, publications, and research reports
- Support insourcing, interviewing, hiring, and onboarding talent in their organization
- Ensure all data and insights translates to clear business plans, with measurable outcomes, and communicate those with the involved departments
- Demonstrate strong collaboration with business leaders across Canada Operations and our core businesses
- Perform other related duties and stretch assignments as required e.g., represent strategic vision across departments to ensure alignment
What you will bring:
- 10+ years of progressively senior experience in workforce management, data and analytics, strategy, or business delivery roles preferably in the financial services industry and/or at large Canadian corporations
- Undergraduate degree in Finance, Economics, or Business preferred
- MBA, CFA, CA or equivalent, preferred; other comparable professional designations considered
- Track record on end-to-end ownership of projects and managing high-performing teams
- Strong business acumen, with demonstrated aptitude for strategic, analytical and critical thinking
- Demonstrated leadership, communication, influencing, and relationship building skills
- Experience coaching and mentoring, especially in data, analytical, strategy and/or communications skills
- Excellent analytical skills, including data and analytics, financial analysis, platform maniulation and complex modeling
- Expert in Microsoft365 suite of products – eg. Microsoft PowerPoint, Teams and Excel
- Understanding and experience using platforms like PowerBI, AWS, Salesforce, Appian, Onbase, Calabrio, Tableau, SQL, or other similar platforms
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