Manager, Workplace Operations & Executive Support - Canada

Manager, Workplace Operations & Executive Support - Canada

Department : Workplace Operations

Location : Toronto, ON

Reports To : Senior Vice President & Head of Claims

Company Overview:

Liberty Mutual Canada (LM Canada) is the Canadian operation of Liberty Mutual Insurance Company. We offer a broad suite of commercial insurance products and solutions to mid-size and large Canadian companies with Canadian, North American and/or multinational risks. Liberty Mutual Canada has over 350 employees and services its clients coast-to-coast from our regional offices in Vancouver, Calgary, Toronto, Montreal and Halifax.

At LM Canada, diversity is about all of us. Our promise to you is a culture that is collaborative, rewarding, and empowering. We are committed to attracting and retaining employees across all dimensions of diversity and believe that recognizing, appreciating, and applying the unique insights, perspectives and backgrounds of each person cultivates an atmosphere of trust and respect. At LM Canada, our values are to foster a high-performing, equitable and inclusive culture where the best talent of all backgrounds can bring their whole selves to work and succeed.

If you don’t meet every listed requirement, we still encourage you to apply. We welcome diverse backgrounds and perspectives that can strengthen our team.

Our core values guide all our decision-making and come to life through our benefits and employee programs. We offer:

• A premier flexible work environment (a combination of on-site & remote work) supporting our employees in their pursuit of a healthy work-life balance.
• Competitive health & dental benefits plan
• Market-leading pension plan
• Competitive time off policy
• External education & tuition reimbursement programs
• Employee & Family Assistance Programs
• An opportunity to get involved and become a member of one of our national employee committees - social responsibility, employee engagement, diversity, equity & inclusion.

The Opportunity:

The Manager, Workplace Operations & Executive Support, Canada leads the safe, effective and consistent operation of Liberty Mutual Canada workplaces and the Canadian Centralized Executive Assistant team. The role is accountable for facilities and front-of-house services, workplace experience, executive support, meetings and events, vendor performance, health and safety, office access, real estate coordination, and business continuity and crisis readiness.

Working with Canadian leaders and enterprise partners, the Manager exercises local operational authority within approved budgets and policies, while lease commitments and capital-project approvals remain with the appropriate enterprise governance teams.

Functional Responsibilities:

Workplace operations and employee experience

• Lead day-to-day workplace operations across Liberty Mutual Canada offices, including reception, catering, mail and delivery services, meeting-room readiness, office access and general facilities support. Apply sound operational judgment to resolve issues quickly and deliver a professional, responsive experience for employees, visitors, clients and leaders.
• Establish service standards, procedures, escalation paths and performance measures. Partner effectively with landlords, property managers, vendors and internal teams to address building, security, life-safety, accessibility and workplace requirements.
• Coordinate with the Workplace Ambassador and U.S. Workplace Operations team to align local priorities, employee-experience activities and communications across locations.

People leadership and executive support

• Lead, coach and develop Local Facilities employees and the Canadian Centralized Executive Assistant team, including four Executive Assistants. Set clear priorities, coverage models and service expectations, and foster an inclusive, accountable and high-performing team.
• Oversee consistent, discreet and high-quality executive support, including complex calendars, travel, meetings, events and confidential administrative activities.
• Build effective relationships with senior executives and enterprise partners, using strong communication, consultation, negotiation and influencing skills to balance competing needs.

Meeting, event and front-of-house management

• Oversee front-of-house, catering, workplace hospitality, meeting and event delivery, including high-profile executive and client-facing activities requiring careful planning and contingency support.
• Act as the primary Canadian workplace operations partner for Enterprise Real Estate Services. Coordinate capacity planning, space utilization, relocations, office changes and local project readiness, applying strong planning, change and project-execution skills.
• Provide local recommendations and implementation support for various enterprise governance teams on major capital approvals.

Real estate and workplace planning

• Act as the primary Canadian workplace operations partner for Enterprise Real Estate Services and local business leaders.
• Coordinate workplace requirements, capacity planning, space utilization, relocations, lease events, office changes and furniture or workplace-design needs.
• Provide local operational input, recommendations and execution support for real estate initiatives. Ultimate approval authority for leases, major capital commitments and capital projects remains with the appropriate enterprise governance bodies.
• Support project delivery by coordinating local stakeholders, vendors, communications, schedules, workplace readiness and transition activities.
• Maintain effective relationships with landlords, building management, brokers, consultants and other external partners as appropriate.

Business continuity, crisis management, safety and compliance

• Lead local workplace-related business continuity and crisis-management planning, rollout, testing and continuous improvement, including emergency response, evacuations, severe-weather events, access restrictions and workplace disruptions.
• Ensure health and safety, accessibility, security and fire/life-safety requirements are documented and consistently applied. Maintain current plans, contacts, procedures, records and training, and coordinate drills and after-action reviews.
• Exercise discretion and clear judgment when managing incidents, escalating material risks and communicating with leaders and enterprise partners. Respond to urgent workplace matters outside normal business hours when required.

Financial, vendor and performance management

• Manage workplace operating budgets within delegated authority, using financial acumen to forecast requirements, analyze costs or variances, assess value- identify responsible savings opportunities.
• Oversee vendor service levels, invoices, controls and issue resolution; participate in sourcing, contract review and vendor decisions, aligning with Procurement needs.
• Use AI, data, Microsoft 365 and relevant workplace / service-management systems to report on service delivery, utilization, incidents, vendor performance, continuity readiness and financial results. Lead process improvements that strengthen controls and simplify the employee and visitor experience.

Skills & Qualifications:

• Bachelor’s degree in business, facilities management, real estate, hospitality, operations or a related discipline, or an equivalent combination of education and experience.
• 8+ years’ progressive experience in workplace operations, facilities management, corporate services, hospitality or real estate coordination, including meaningful people-leadership experience.
• Experience leading multidisciplinary teams and service providers; experience managing Executive Assistants or executive-support services is an asset.
• Demonstrated experience with business continuity, crisis response, workplace health and safety, budgets, vendors, procurement and performance reporting.
• Experience supporting multiple locations or a geographically distributed organization is preferred. Exposure to insurance, financial services or another regulated environment would is a bonus.
• Facilities management, business continuity, health and safety, project management, Lean or a related professional certification is an asset.
• Exposure to leveraging AI, in addition to Microsoft and workplace tools
• Ability to travel between Canadian offices and respond to urgent workplace matters when required.

Liberty Mutual Canada is committed to pay transparency and fair, equitable hiring. For roles based in Ontario, we publish a Target Hiring Range in compliance with the Ontario Pay Transparency Act.

Target Hiring Range: CAD $125,000 - 140,000

This range represents the expected annual base salary for this role, however, offers above the published maximum may be approved with appropriate business authorization. Final offers will be determined based on each candidate's qualifications, relevant experience, internal equity, and the needs of the role. The posted range does not include variable compensation (bonus), allowances, or benefits. We encourage all qualified candidates to apply.

We do not use AI-based screening tools in our hiring process. Candidates who complete an interview and remain under consideration may request, and will receive, feedback within 45 days.

Liberty Mutual Canada is committed to fostering an inclusive, accessible environment where all employees feel valued and supported. We are committed to building a workforce that is representative of the communities we operate in and serve. If you require accommodation for the recruitment/interview process due to a disability (which may be invisible or visible, temporary or permanent), please let us know and we will work with you to