Senior innovation leader at Fidelity responsible for integrating emerging technologies like AI and blockchain. Driving innovation and scalable solutions in financial technology across business lines.
About the role
- Vice President, Contact Centre Operations shaping customer experience at Canada Life. Leading strategy and performance in a multisite contact centre network across Canada.
Responsibilities
- Oversee end to end contact centre operations across locations
- Continually assess program effectiveness, identifying opportunities to enhance processes
- Lead the design and execution of continuous improvement initiatives
- Ensure adherence to all contractual Service Level Agreements (SLAs)
- Identify customer pain points and implement proactive solutions
- Champion a positive, supportive, and growth oriented team culture
- Coach and mentor Contact Centre leaders
- Optimize organizational structure and role design
- Drive development of programs supporting strategic service objectives
- Foster cross functional collaboration for evidence based solutions
- Provide strategic recommendations to senior leaders
- Lead organizational change efforts
- Develop and manage annual operating budgets
- Conduct regular performance reviews and analyze key indicators
- Cultivate strong relationships with internal partners and external vendors
- Monitor regulatory and policy changes, ensuring compliance
- Ensure partners and affiliates meet quality and service expectations
Requirements
- 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
- Ability to challenge the status quo, inspire creativity, and champion new ideas
- Proven ability to attract, develop, and motivate high performing teams
- Exceptional relationship building skills
- Demonstrated track record of driving measurable results
- Strategic thinker with the ability to shape future direction
- Deep understanding of employee benefits, creditor, and individual health markets
- Strategic mindset with knowledge in AI, STP, AWS Connect and Salesforce
- Superior communication and interpersonal skills
Benefits
- Health insurance
- Professional development opportunities
- Paid time off
- Flexible working arrangements
- Remote work options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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