Aviva Fulfillment Centre Lead

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence. Backed by one of Canada’s leading insurance brands, the Aviva AutoCare Centre is an innovative new collision repair facility that is transforming the customer experience. We’re not just fixing vehicles – we're removing barriers and helping our customers get back to what matters most, faster and easier than ever before.

Why Join us?

• Be part of a visionary team challenging traditional ways of working
• Work in a brand, new facility equipped with state-of-the-art tools and technology
• Enjoy a healthier, more comfortable work environment with modern amenities
• Help shape the autobody shop of the future
  
  

We are looking for an experienced Aviva Fulfillment Centre (AFC) Lead to oversee the development and expansion of the Aviva Fulfillment Centre delivering outstanding customer service at our new facility located in Mississauga.

As the main point of contact for the senior leadership team, you will provide specialized advice and input during the planning process. In addition, you will be tasked with improving customer experience, growing colleague engagement, and integrating effective performance metrics to foster a high-performing culture.

Does this sound like an exciting challenge? Come be a part of this milestone as we embark on this ground-breaking journey together!

What You’ll Do

• Lead the Aviva Fulfillment Centre team of AFC representatives
• Oversee the AFC resource plans and working patters to ensure efficient and cost-effective delivery of the Solus customer service experience
• Manage the daily, weekly and monthly planning of operational needs such as resource allocation, shift scheduling and address any urgent issues that arise with the AFC
• Implement business change initiatives, performance review and address trends identified through data analysis. Plan for upcoming project and ensure team is prepared for anticipated changes in customer demand or business operations.
• Set long term goals for the development and expansion of the AFF, aligning the centre’s objectives with the broader strategic goals.
• Develop team capability by fostering a culture of continuous learning, providing coaching and support
• Promote a collaborative culture across the group
• Leverage data analysis to find opportunities for performance improvement and operational efficiency.
• Build and maintain strong, engaging relationships with partners across the business
• Identify and understand call drivers and customer contact trends
• Utilize operational levers within the AFC such as shrinkage and shift optimization to ensure sufficient resource is available to meet customer demand
  
  

What You’ll Bring

• Post-secondary education
• 2-5 years proven leadership experience, preferably in a contact center
• Knowledge of insurance principles is desirable
• Knowledge of collision repair shop operations is desirable
• Exceptional customer service, organizational, time management and interpersonal skills
• Proficiency working in telephony platforms and MS Office
• Strong ability to multi-task
• Strong communication and conflict resolution skills
  
  

What You’ll Get

• Competitive annual base salary that reflects your skills, experience, job-related knowledge and relevant qualifications
• Medical and dental benefits
• Eligibility for annual bonus – actual amount depends on your performance, Aviva Canada and Aviva AutoCare Centre
• Various retirement savings options including participation in optional group RRSP
• Competitive vacation package
• We offer exceptional career development opportunities
• We’ll support your professional development education
• Uniforms will be provided based on your role
• Clean and safe work environment, including on site showers and break room
  
  

Please note that we may use AI tools to help us through the recruitment process. This is a new position which has been posted both internally & externally.

Aviva Canada/Aviva AutoCare Centre has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva AutoCare Centre.