Senior Manager - Property Claims

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.
Are you ready to be a leader of leaders and play a key role in driving your team’s performance and the delivery of the business unit outcomes, strategy and goals? Can you be a role model of our Aviva Values and lead consistently with our leadership culture (People, Business & Innovation)? If you answered ‘yes,’ then you should apply to be a Senior Claims Leader in our Property Claims team.
We are looking for someone who can communicate effectively with confidence, curiosity, courage, and in a collaborative manner, creating a clear vision of the outcomes we require and how our people will contribute to achieve those. We will look to you to create an environment where people can do the best work of their lives & build a stronger team by developing employees’ potential in their current role and for future career aspirations.
You and your team will collaborate and use data to simplify our processes in order to provide an exceptional customer experience as our adjusters help to restore our customers’ home and belongings after a property claim has been made.
Our aim is to change how we do insurance, and we need your help!

What you’ll do:

• Build on and enhance the best Property Claims team in the industry
• Clearly articulate and effectively communicate the link between our purpose, our strategy, our commitment and our culture
• Identify, assess and retain the best possible talent to strengthen our business
• Know and understand your people and the challenges which they face by being in the work with them. Support and develop leaders’ capability in the role and work with them to support career aspirations
• Have honest, constructive conversations with your people, set clear direction and goals giving frequent, honest, clear and constructive feedback to improve their performance and achieve business goals
• Look for new and incremental ways to improve things every day for our customers
• Understand and apply risk management controls proportionately and help your team to meet our compliance obligations
• Use the data, insight, and expertise of the frontline to determine how we improve our overall performance and results
• Customer demand analysis – assist in identifying the root cause of “waste and failure” in the business unit
• Think creatively to develop solutions or identify problems
• Use our Quality Assurance program to identify and address training needs for your team
• Expert understanding of the claims experience while understanding the technical strategic direction for the claims file
• Take the lead on project management and change initiatives within your team
• Have a solid understanding of the end-to-end claims experience and use that knowledge to help your team to troubleshoot issues and act as an escalation point
• Develop and recommend the strategic direction for your department
• Represent your team in senior management discussions, internally and externally
• Take full responsibility for the results of our team, how they contribute to the overall companies performance and understand the consequence and impact of key decisions you make
• Have a clear understanding of financial elements of our claims function to ensure we remain financially strong year over year. Use that understanding to identify and report on any suspicions of fraud or financial irregularities
• Travel periodically between our Markham and Oakville offices. Including other offices in Canada in a less frequent basis.

What you’ll bring:

• CIP or FCIP Industry designation
• 5-10 + years of working in Claims with a strong knowledge of Property Claims (both residential and commercial)
• 5-10 + years of people management experience, including managing leaders
• Proven experience leading people through change
• Performance management and career development of others
• Previous Call Center / First Notice of Loss Catastrophic Event experience is an asset
• 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
• Ability to be licensed where applicable within Canada to adjust and sponsor others.

What you’ll get:

• Competitive 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

Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva Canada

• Build on and enhance the best Property Claims team in the industry
• Clearly articulate and effectively communicate the link between our purpose, our strategy, our commitment and our culture
• Identify, assess and retain the best possible talent to strengthen our business
• Know and understand your people and the challenges which they face by being in the work with them. Support and develop leaders’ capability in the role and work with them to support career aspirations
• Have honest, constructive conversations with your people, set clear direction and goals giving frequent, honest, clear and constructive feedback to improve their performance and achieve business goals
• Look for new and incremental ways to improve things every day for our customers
• Understand and apply risk management controls proportionately and help your team to meet our compliance obligations
• Use the data, insight, and expertise of the frontline to determine how we improve our overall performance and results
• Customer demand analysis – assist in identifying the root cause of “waste and failure” in the business unit
• Think creatively to develop solutions or identify problems
• Use our Quality Assurance program to identify and address training needs for your team
• Expert understanding of the claims experience while understanding the technical strategic direction for the claims file
• Take the lead on project management and change initiatives within your team
• Have a solid understanding of the end-to-end claims experience and use that knowledge to help your team to troubleshoot issues and act as an escalation point
• Develop and recommend the strategic direction for your department
• Represent your team in senior management discussions, internally and externally
• Take full responsibility for the results of our team, how they contribute to the overall companies performance and understand the consequence and impact of key decisions you make
• Have a clear understanding of financial elements of our claims function to ensure we remain financially strong year over year. Use that understanding to identify and report on any suspicions of fraud or financial irregularities
• Travel periodically between our Markham and Oakville offices. Including other offices in Canada in a less frequent basis