Deliver a global Contact Center enablement strategy that aligns learning, quality, risk, and consulting to enterprise and segment priorities.
Partner with Contact Center Operations and Segment leaders to enable customer experience, growth, cost, and transformation outcomes.
Anticipate and respond to external and internal trends (AI, automation, regulatory change, and evolving customer expectations) and translate them into enablement priorities.
Lead Global Contact Center Learning to build consistent capabilities across roles, geographies, and business lines, modernizing delivery through digital, coaching, and AI-enabled performance support.
Own the Global Contact Center Risk, Quality & Assurance framework, including standards, monitoring, insights, and continuous improvement.
Partner with Risk and Compliance to ensure regulatory, conduct, and operational risk expectations are embedded in learning and operating practices.
Use quality, risk, and customer insights to inform learning priorities, operational improvements, and strategic decision-making; define KPIs to measure enablement impact.
Lead a team of business consultants and a globally distributed enablement organization to deliver data-grounded recommendations, remove barriers, accelerate execution, and sustain change across technology and operations initiatives.

10+ years of progressive leadership in Contact Centers, Operations, Enablement, Risk, and/or Transformation within a complex, highly regulated environment.
Proven experience leading learning/capability, quality assurance, risk, and/or internal consulting functions at scale, with enterprise-level governance and measurable performance impact.
Deep understanding of contact center operating models and customer experience drivers (e.g., service, sales, productivity, quality, compliance), and how to translate insights into improved outcomes.
Bilingualism (English and French) is an asset; for Québec-based candidates, proficiency in both languages is required to support clients across provinces.
Demonstrated success building, leading, and developing large, geographically dispersed teams, including setting clear expectations, coaching leaders, and driving accountability.
Strong strategic thinking, executive communication, and influencing skills, with the ability to lead change across Operations, Technology, Risk, and business segments.
Experience enabling AI, digital transformation, and/or automation in a service environment (e.g., workforce tools, digital channels, agent assist, workflow automation) is an asset.
Knowledge of Insurance, Banking, Wealth, and/or Group Benefits products and customer journeys is an asset.

AVP, Global Contact Centre Enablement

Key skills