AVP, Direct Sales & Service Operation

at  Aviva

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.
We are seeing an upbeat and experienced AVP Direct Contact Centre Operation in our Personal Insurance Team. This role is responsible for providing leadership to our national direct-to-consumer sales operation, ensuring the team meets the needs of our customers, and effectively contributing to Aviva’s growth plans by growing our business to align with our risk appetite.
Come join our team.

What you’ll do:

• Lead and empower large contact center sales and service teams that are passionate about delivering outstanding service to customers and providing a tailored solution to meet their insurance needs.
• Embedding a solutions sales culture through talent management responsibilities, hiring, mentoring, development, and reward/recognition.
• Responsible for analyzing performance measures and working with key partners to implement strategies to drive growth and profit.
• Responsible for assessing underwriting quality and customer experience nationally through ownership of the Quality strategy and Analysts.
• Responsible for adherence to underwriting and pricing authority levels of staff through regular underwriting self-reviews, reporting trends and coaching/ mentoring.
• Participate, influence and embed pricing strategies and policies into the front line.
• Development of a sales effectiveness strategy incorporating training, collateral, mentoring, process, metrics, and recognition.
• Partner with various partners to establish sales objectives by forecasting and developing annual sales plans.
• Ensure that end-to-end customer processes are designed effectively, and that staff have the required tools to deliver phenomenal customer outcomes.
• Motivate and energize staff to make enthusiastic decisions in all their communication with customers.
• Ongoing assessment and feedback on the competitive landscape and propose changes to current offerings to improve Aviva’s position.
• Responsible for creating daily, weekly, and monthly sales and service performance metrics reports.
• Responsible for resource capacity planning to ensure appropriate skills and capacity to deliver on all performance metrics while seeing opportunities to drive efficiencies and lower operating costs.

What you’ll bring:

• Undergraduate degree (graduate degree preferred) in Business, Commerce or a related discipline
• CIP & FCIP (preferred)
• 8-10 years of Leadership & Sales experience
• Previous experience leading large sales teams, ideally from a similar industry.
• Professional sales training would be a strong advantage.
• Consistent track record of achieving targets and driving sales growth in a business.
• Strong leadership skills and an ability to encourage sales teams.
• Contact Centre Management experience.

What you’ll get:

• Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.:
• Exceptional 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
• Hybrid flexible work model

Aviva Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process. If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Talent Acquisition Partner who will consult with you to determine an appropriate accommodation.

• Lead and empower large contact center sales and service teams that are passionate about delivering outstanding service to customers and providing a tailored solution to meet their insurance needs.
• Embedding a solutions sales culture through talent management responsibilities, hiring, mentoring, development, and reward/recognition.
• Responsible for analyzing performance measures and working with key partners to implement strategies to drive growth and profit.
• Responsible for assessing underwriting quality and customer experience nationally through ownership of the Quality strategy and Analysts.
• Responsible for adherence to underwriting and pricing authority levels of staff through regular underwriting self-reviews, reporting trends and coaching/ mentoring.
• Participate, influence and embed pricing strategies and policies into the front line.
• Development of a sales effectiveness strategy incorporating training, collateral, mentoring, process, metrics, and recognition.
• Partner with various partners to establish sales objectives by forecasting and developing annual sales plans.
• Ensure that end-to-end customer processes are designed effectively, and that staff have the required tools to deliver phenomenal customer outcomes.
• Motivate and energize staff to make enthusiastic decisions in all their communication with customers.
• Ongoing assessment and feedback on the competitive landscape and propose changes to current offerings to improve Aviva’s position.
• Responsible for creating daily, weekly, and monthly sales and service performance metrics reports.
• Responsible for resource capacity planning to ensure appropriate skills and capacity to deliver on all performance metrics while seeing opportunities to drive efficiencies and lower operating costs