Hybrid Front Line Manager – Property Claims

at Aviva

• Job title: Front Line Manager – Property Claims
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Oakville, Canada

About the role

• Lead Front Line Claims team operations in property insurance at Aviva. Drive performance, develop talent, and improve customer journeys in a dynamic workplace.

Responsibilities

• People manager & architect: Identify, assess and retain the best possible talent to strengthen our business.
• Understand and know our people, support training and develop their capability in the role and work with them to support career aspirations while manage performance.
• Have honest, constructive conversations with our people, set clear direction and goals giving frequent, honest, clear and constructive feedback to improve their performance and achieve the business goals.
• Lead effectively and positively through implementation of change.
• Understand and apply risk management controls proportionately.
• Ensure technical development of claims file handlers.
• Create an environment dedicated to exceptional customer outcomes and champion the improvement to service.
• Use data to understand how our people and the business unit are performing and initiate improvement activity through to execution.
• Customer demand analysis – assist in identifying the root cause of “waste and failure” in the business unit.
• Be “in the work” to understand our people’s capability, our unit’s performance.
• Make decisions using data; observe the environment to identify performance blockers/barriers.
• Use the data, insight and expertise of the frontline to determine how we improve our overall performance, results and the customer’s journey.
• Participate in the Quality assurance program for your team.
• Identify and ensure training is addressed in a timely and effective manner.
• Fully understand and mitigate internal and external claims risks you are accountable for managing, meet our compliance obligations and measure how our team meet those requirements.
• Take full responsibility for the results of our team, how they contribute to the overall company's performance and understand the consequence and impact of key decisions you make.
• Clearly articulate and effectively communicate the link between our purpose, our strategy, our commitment and our culture.
• Expert understanding of the claims experience while understanding the technical strategic direction for the claims file.
• Look for new and incremental ways to improve things every day for the customer.
• Clear understanding of financial elements of our claims function to ensure we remain financially strong and deliver year on year improvement in our business performance.
• Maintain the accuracy and integrity of the financial information captured in Aviva systems.
• Identify and report on any suspicions of fraud or financial irregularities in line with existing Aviva procedures.
• Identify opportunities to improve the customer journey, the claims handling processes and financial outcomes for our business.
• Lead change initiatives for the team and business function.

Requirements

• CIP or FCIP Industry designation
• 5 + years of working in Claims / insurance industry experience with a strong knowledge of Property
• 1-2 years of supervisory/people management experience
• Leading people through change
• Performance management and career development of others
• University Degree or College Diploma or equivalent
• Property technical work experience
• Previous Call Center / First Notice of Loss Catastrophic Event experience is an asset
• Technical competence in Personal and Commercial insurance
• Excellent verbal and written communication skills
• Computer proficiency; Excel, Word, PowerPoint, Outlook
• Ability to gain insight from data to improve the performance of our people
• Sound decision making and problem solving skills.

Benefits

• Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
• Outstanding Career Development opportunities.
• We’ll support your professional development education.
• Competitive vacation package with the option to purchase 5 extra days off per year.
• Employee driven programs focused on gender, LGBTQ+, origins, diversity and inclusion.
• Corporate wellness programs to support our employees’ physical and mental health.