Permanent Full Time
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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
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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 of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.
Canada Life serves?the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.
We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee?has the opportunity to?reach their potential.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.
Canada Life?would like to thank all applicants, however only those who qualify for an interview will be contacted.
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