Senior Service Manager - PCI Agency

About the role

We are looking for a high‑impact Senior Service Manager to lead servicing, retaining and delivering exceptional customer service within the PCI Agency owning customer outcomes after a customer chooses a PC Insurance product. This role is all about: Delivering exceptional service for existing customers, bringing the value of PC to life in every interaction Driving consistency, ownership, and quality at scale Keeping PC customers with us Make friction disappear, allowing servicing your insurance product to be as seamless as possible Promoting self-serve and paperless adoption across existing PC customers You will be accountable for retention performance, customer experience outcomes, service efficiency, and complaint excellence across national inbound service teams. As part of the role you will also lead new hires into the broader PC agency, developing them for future sales or service focused roles If you're energized by customers staying, complaints shrinking, and leaders owning outcomes instead of excuses this one's for you.

Responsibilities

• Lead Service Performance & Retention Outcomes
• Own retention performance across the PCI Agency, including renewal saves, cancellation prevention, and win‑back service strategies.
• Drive service excellence across calls, chats and emails.
• Ensure customers experience fast, first‑time‑right resolution, with clear accountability for outcomes.
• Work with broader colleagues in personal insurance to improve retention strategies
• Customer Experience & Complaint Excellence
• Oversee the end‑to‑end complaint operating model, ensuring:
• Acknowledgement within 24 hours
• Root cause clarity
• Timely, fair resolution
• Preventative actions implemented and sustained
• Use complaint insights, QA findings, VoC, NPS, and post‑call surveys to remove failure demand, not just report it.
• Ensure PCI meets and exceeds customer experience control standards and internal risk expectations.
• Service Leadership & Capability Development
• Lead a team of frontline service leaders (FLMs), ensuring consistent coaching, enablement, and capability uplift across all service functions.
• Create an environment where people can do the best work of their lives, supported by clear expectations, structured development, and strong performance culture.
• Develop service capability across:
• Retention conversations
• Sales focused in service interactions
• Complaint ownership
• Quality decision‑making
• Build depth and succession across service leadership roles.
• Operational Effectiveness (Service‑Led)
• Identify friction and waste across the service journey (repeat contact, rework, hand‑offs, avoidable escalations).
• Improve First Point Resolution, reduce Average Handle Time responsibly, and protect customer outcomes.
• Partner closely with Workforce, Knowledge, Licensing, and Complaints to ensure service runs cleanly
• Retention Strategy & Continuous Improvement
• Lead service‑driven retention initiatives, embedding save behaviours into day‑to‑day service-not special projects.
• Use data to understand where and why customers leave, then fix it.
• Balance customer empathy with commercial discipline.
• Data‑Led Service Management
• Use dashboards and performance insights to:
• Coach FLMs
• Prioritize improvement actions
• Track retention, service levels, QA, and complaint outcomes
• Risk, Compliance & Quality
• Ensure all service activity meets licensing, privacy, conduct, and suitability expectations.
• Maintain high QA standards and audit readiness.
• Champion customer‑first, regulator‑safe service behaviours-especially in complex or emotional interactions.
• People Leadership & Culture
• Recruit, retain, and develop exceptional service talent.
• Set clear expectations, give direct feedback, and build trust through consistency.
• Foster a culture where doing the right thing for customers and Aviva is non‑negotiable.

Requirements

• Service & Retention Leadership
• Proven experience leading leaders In service or retention teams in insurance, financial services, or regulated environments.
• Strong understanding of what actually drives customer loyalty-not just survey scores.
• Customer Experience Expertise
• Hands‑on experience with complaints, QA, and service performance management.
• Ability to diagnose root causes and lead sustainable fixes.
• Operational & Commercial Balance
• Comfortable balancing customer care with risk, cost, and retention outcomes.
• Experience improving service efficiency without break

Additional Information

Experience Aviva Together, we are Aviva. Our values - Care, Commitment, Community, and Confidence - guide how we show up for each other and for our customers. Individually, they're words. Together, they define who we are. At Aviva Canada, we put people first, our employees, our customers, and our communities. We're proud of a culture built on care, inclusion, and collaboration, where your voice matters and your growth is supported. We're not just about insurance; we're about making a real difference by protecting what matters most.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Aviva? Share your experience