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.
#LI-MP1