Position HighlightsWe are looking for a strategic and forward-thinking Senior Manager, Contact Centre & Intelligent Automation Solutions to lead the strategic direction, delivery, sustainment, and evolution of business-critical technology services across ICBC.In this role, you will oversee the teams responsible for contact centre platforms and intelligent automation solutions, including robotic process automation (RPA) and AI-driven workflows, in addition to the records management solutions team. These services support enterprise business areas including Claims, Insurance, Driver Licensing and corporate functions.
This is an opportunity to lead a diverse portfolio of high-impact technology capabilities, partner with senior business and IT leaders, and lead teams that deliver reliable solutions to drive business value, efficiency, and customer outcomes.
Key AccountabilitiesLeadership & Governance- Leads a team of managers and multi-disciplinary teams that include business analysts, developers and quality assurance analysts.
- Ensures alignment with corporate strategy, IT governance, information management, security standards, and enterprise technology direction.
- Supports workforce, capacity, and skills planning to meet operational and project delivery needs.
- Manages vendor partnerships, contracts, operational risks, capacity, and financial planning.
Business Partnership & Strategy- Partners with business and technology leaders to solve business problems and drive value, efficiency, and improved outcomes.
- Provides strategic technology leadership to support business goals, service improvements and modernization opportunities.
- Leads technology strategy and direction.
Delivery & Value Enablement- Oversees the delivery and sustainment of contact centre, intelligent automation and records management solutions.
- Leads multiple teams responsible for planning, design, delivery and sustainment of business technology services, in collaboration with IT partners.
- Guides roadmap development and prioritization.
- Ensures solutions are practical, well-integrated, and aligned with business outcomes, enterprise architecture, security, risk and operational standards.
Operations & Sustainment- Ensures the reliable operation of critical platforms and solutions including contact centre as a service, workforce management, interaction recording, document management, enterprise repositories and intelligent automation applications.
- Oversees sustainment models across IT, business teams and vendors, in line with service levels, enterprise standards, and disaster recovery.
- Drives improvement in service quality, resiliency, compliance, and cost-effectiveness.
- Modernizes service delivery through capabilities such as automation, AI, integration, and vendor platforms.
Job RequirementsYou bring a strong blend of strategic thinking, technical knowledge, business partnership, people management and leadership, including:
- Experience as a people leader with demonstrated success leading managers and multidisciplinary teams.
- Experience leading diverse enterprise technology teams that deliver and sustain business-critical applications, platforms, or services.
- Ability to align technology strategic and planning with corporate and operational objectives, translating vision into roadmaps, capability planning, execution, delivery, and service excellence.
- Ability to build trusted, collaborative relationships with business leaders and technology teams.
- Effective communication, facilitation and negotiation skills, with the ability to explain complex technology concepts to diverse audiences at all levels.
- Understanding of contact centre platforms, digital engagement, customer experience, data analytics and reporting.
- Understanding of automation and AI-enabled business solutions, including RPA (Robotics Process Automation), and virtual assistants.
- Experience with sustainment, operational support, project management, service operations, risk and vendor management, and continuous improvement.
- A degree, professional designation, or equivalent experience.
Position InformationWork arrangement defined:- Hybrid 8 - you will work a minimum of 2 days per week at your primary office headquarters, subject to operational requirements. The remaining days will be remote within British Columbia.
Only candidates legally entitled to work in Canada will be considered for this position.
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