Career Opportunities: Mgr IS Solutions Services (2534)

We welcome applications from all qualified job seekers. Should you require any accommodations, including alternative interview formats, assistance with online assessments, or an ASL interpreter, throughout the application or hiring process, please email your request to accessibility_services@icbc.com – we are committed to ensuring an accessible experience for all candidates.

At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous Peoples and People with Disabilities.  By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.

We look forward to hearing from you!

Position Highlights

Within ICBC you'll find an innovative and stimulating environment where technology acts as a key enabler to support our strategic goals.   

If you’re passionate about supporting and developing high performing teams, helping organizations adopt new technologies, and leading delivery through to execution and sustainment, take this opportunity to learn how you can become a valuable part of our team.

At a time when ICBC is transforming it’s Contact Centre capabilities, we have an exciting leadership position available.  As the Manager of Contact Centre Solutions, you will lead an IT function that enables critical enterprise-wide contact centre capabilities at scale.

Your responsibilities will include:

• Oversee planning, design and the delivery of IT solutions and enhancements on time and on budget
• Directly manage, develop and coach a high performing cross-functional team, including developers, testers and business systems analysts.
• Become established as a trusted business partner, collaborating with corporate internal stakeholders to translate business goals into effective, high value solutions.
• Effective sustainment of applications and services, meeting or exceeding performance expectations through expert engagement with IT, business and 3rd party vendors.
• Contribute to department and divisional planning cycles and manage associated budgets.
• Keep informed of industry and technology trends and best-practice, driving continuous improvement and the evolution of the contact centre technology roadmap.

Position Requirements 

We are looking for a proven people and technology leader, who can hire, guide, motivate and direct employees in the delivery of services. They will also need to hold employees accountable for the effective and efficient delivery of these services.

The successful candidate will demonstrate the ability to translate requirements into delivery of actionable, high-quality solutions in alignment with business goals. 

• A proven people leader with at least 2 years of people management experience (coaching, development and performance management).
• A minimum of 3 years of experience planning, designing and delivering solutions with proven delivery skills. Strong problem solving and decision-making skills. 
• Strategic mindset. Ability to solicit and interpret business requirements into technology solutions and capabilities.
• Ability to manage diverse stakeholders at all levels, including technology and business leads, privacy and security, senior leadership and external vendors.
• Confident and effective communicator with excellent interpersonal, presentation and negotiation skills at all levels.
• Understanding of technology concepts and how they pertain to business solutions.
• Knowledge and experience in contact centre technology and associated business capabilities, including on cloud, is a definite asset.
• Knowledge of Agile development methodology is an asset.
• Knowledge of ITIL preferred.

This specialized training is typically recognized by an undergraduate degree and/or a professional designation in a technical/business/scientific field.  Several years of related direct/indirect work experience in a continuous learning environment is typically required for someone to perform this job, including current management experience.

Position Information:

• ICBC provides comprehensive and flexible benefit coverage to all eligible employees including a defined benefit pension plan. 
• Three options of health and dental coverage. Two of those options fully paid by ICBC and with access to Flex credits.
• 100% employer paid life insurance, long term disability and travel insurance.
• Sick leave plan – 100% of pay for a period of a maximum of 8 weeks plus 85% of your pay for a subsequent period of up to 9 weeks.
• Additional optional insurance coverages.
• Only candidates legally entitled to work in Canada will be considered for this position.

About us: 

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Work arrangements defined: 

• Resident – you will work at your primary in-office headquarters on all scheduled work days.
• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia. 
• Hybrid 10 – you will work a minimum of 10 days in a 4-week period at your primary office headquarters (typically one week in/one week out or up to 3 days per week). The remaining days will be remote within British Columbia. 
• Mobile – you will work a significant amount of time in the field, in addition to working from an office and optionally working remotely within British Columbia. 

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