SeniorServiceManager

## **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. **The Opportunity** 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. ## **What you’ll do:** _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 bro