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Job Description:

Overall Purpose

Reporting to the VP - Transformation & Enablement, the AVP will lead a team of approximately 40 team members and will serve as a strategic thought and execution leader for Canadian Operations end-to-end workforce strategy. This role connects two critical pillars that enable operational excellence:

Designing optimal global operating models that establish how and where work is performed and translate those decisions into actionable workforce management strategies

Optimizing workforce management practices that maximize our capacity and efficiency

Responsibilities

Global Operating Model: Partner with Operations leaders to develop and execute a Global Operating Model strategy that establishes the foundation for how Canadian Operations leverages talent and resources across geographies.

Develop and implement Global Operating Model strategies and roadmap aligned with Canadian Operations business objectives to optimize resource utilization and establish operational resilience
Drive initiatives to leverage cost-effective global workforce solutions and optimize our distinctive and diverse talent footprint
Conduct in-depth workforce distribution analysis to identify optimization opportunities that inform both operating model decisions and workforce management practices
Develop robust metrics and KPIs to measure workforce model effectiveness and inform continuous improvement
Implement industry-leading best practices in resource modeling and utilization
Establish and maintain governance structures that connect operating model strategy with implementation and execution
Build stakeholder relationships to enable capabilities across geographic locations and increase resiliency
Partner across geographies to monitor risks, ensure regulatory compliance, and maintain operational integrity

Workforce Management: Optimize staffing across multiple business units by ensuring proper resource allocation and cost management.

Initiate and implement enhanced workforce management practices for the organization including direction of multi-site service center workforce management functions, scheduling administration and provides support, direction and development of direct reports.
Partner with the Director Workforce Management, working closely with many stakeholders, including talent acquisition, finance and operational leaders, to ensure a seamless cycle of resource management. The outputs of the team are data, insights, and recommendations that allow for Operations leaders to make optimized decisions related to staffing and to improve their outcomes through improved utilization of their capacity.
Advance the practice of Workforce Management in Canadian Operations and expand services into teams in need of support.
Partner with the Data Analytics team to develop and present productivity, resource, investment and financial models for executive decision making
Conduct market scans and competitor insights from industry associations, publications and research reports

General Criteria for Job Application

Bachelor's degree in business or related field
15+ years of experience in Operations, with a focus on global operating model strategies
Strong understanding of global resourcing models and best practices
Outstanding communication and interpersonal skills, with the ability to influence at executive levels
Advanced analytical and problem-solving skills, with data-driven decision-making abilities
Significant experience working with diverse, global teams and stakeholders
In-depth knowledge of risk principles and regulatory compliance in a global context
Strong relationship management skills
Excellent presentation skills and ability to make strategic recommendations to senior management
Demonstrated ability to manage multiple complex initiatives running in parallel
Understanding of best practices, tools, and methodologies for effective communication, collaboration, conflict resolution, and reaching consensus
Significant leadership experience in building data and business intelligence teams, expertise in analytical solutions, data governance, performance metrics, and a commitment to service excellence and team motivation.

Job Category:

Call Centre

Posting End Date:

29/06/2026

Assistant Vice President - Global Operating Model and Workforce Management