Job Specifications
Permanent Full Time
As the Vice President, Contact Centre Operations, you will shape the future of customer experience at Canada Life. In this pivotal role, you’ll lead the strategy and performance of a national, multisite contact centre network that serves millions of Canadians. You will define the vision, champion innovation, and build an operational model that delivers effortless, human centered service at scale.
You will inspire and empower large, diverse teams, driving transformation, operational excellence, and a culture where people thrive and perform at their best. Working cross functionally with leaders across the organization, you will advance the One Canada Life experience—ensuring high quality service delivery, meeting and exceeding SLAs, and anticipating the evolving needs of our customers and business. This is an opportunity to make a significant impact on how Canadians experience financial wellbeing today and in the future.
What You Will Do
Oversee end to end contact centre operations across locations, ensuring service standards are consistently met or exceeded
Continually assess program effectiveness, identifying opportunities to enhance processes, systems, and training
Lead the design and execution of continuous improvement initiatives to optimize service delivery, efficiency, and customer experience
Ensure adherence to all contractual Service Level Agreements (SLAs) and quality standards
Identify customer pain points and implement proactive solutions that reduce friction and elevate client experience
Champion a positive, supportive, and growth oriented team culture
Coach and mentor Contact Centre leaders to ensure strong leadership and operational discipline
Optimize organizational structure and role design to improve decision making and accountability
Drive the development and evolution of programs that support the organization’s strategic service objectives
Foster cross functional collaboration to deliver evidence based, industry aligned service solutions
Provide strategic recommendations to senior leaders informed by real time insights from frontline operations
Lead organizational change efforts that break down silos and advance the One Canada Life experience strategy
Develop and manage annual operating budgets, ensuring alignment with corporate priorities
Implement financial forecasting and cost control measures to maximize operational efficiency
Conduct regular performance reviews, analyzing key indicators to inform planning and decision making
Cultivate strong relationships with internal partners, external vendors, and service providers
Monitor regulatory and policy changes, ensuring compliance and proactive risk mitigation
Ensure partners and affiliates meet quality, productivity, and service expectations
Maintain strong market awareness, competitive insights, and understanding of evolving customer needs
What You Will Bring
10–15 years of progressive leadership experience in contact centres, operations, customer service, or similar environments
Bachelor’s degree+ or equivalent relevant experience
Strong understanding of customer needs and business dynamics, identifying opportunities that create competitive advantage
Ability to challenge the status quo, inspire creativity, and champion new ideas while ensuring stability in core operations
Proven ability to attract, develop, and motivate high performing teams aligned with future organizational needs
Exceptional relationship building skills with the ability to influence across functions and among industry or regulatory partners
Demonstrated track record of driving measurable results, overseeing complex operations, and fostering a culture of accountability
Strategic thinker with the ability to shape future direction, navigate change, and inspire teams through transformation
Deep understanding of employee benefits, creditor, and individual health markets, including trends, legislation, and competitive environment
Strategic mindset with the ability to link product, pricing, and service strategies to organizational goals including knowledge in the following capabilities; AI, STP, AWS Connect and Salesforce
Superior communication and interpersonal skills, with the ability to influence senior stakeholders and effectively represent the organization
Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.
Be your best at Canada Life- Apply today!
Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.
You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.
Together, as part o
About the Company
At Canada Life, we're focused on improving the financial, physical and mental well-being of Canadians. Whether handling policy claims, help growing and protecting clients' retirement and investment savings, providing workplace mental health support for all employers or helping build stronger communities by investing in community projects, we are committed to putting the customer first in all that we do. That trust is built on the dedication, skill and energy of our employees and advisors and their commitment to our customers...
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