Front Line Manager – Property Claims

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.
 

At Aviva Canada, we put people first: our employees, our customers, and our communities. We’re proud of a culture built on care, inclusion, and collaboration, where your voice matters and your growth is supported. We’re not just about insurance; we’re about making a real difference by protecting what matters most.
 

The Opportunity

We have an exciting opportunity in our Property Claims team as a Front Line Leader.
 

Aviva recognizes the importance of being flexible and the benefits of being together. This role follows our hybrid work model and requires a minimum 50% in-office presence, supporting collaboration, coaching, development, and team engagement while offering flexibility for employees.
 

You will lead the day-to-day operation and development of a team of frontline claims handlers and report to one of our Senior Leaders in a role that requires a unique mix of technical expertise, customer focus, leadership, and coaching skills.
 

We'll need you to build an environment where people can do the best work of their lives while helping them realize their full potential in their current roles and future career aspirations. You will identify opportunities and collaborate across teams to improve the conditions that impact customer outcomes, employee experience, and business performance.
 

You will communicate effectively with confidence, curiosity, courage, and collaboration, creating a clear vision of required outcomes and helping your team understand how they contribute to achieving them.

Does this sound like an exciting challenge? Come join our team!

What You'll Do

People Leadership & Team Development

• Identify, assess, develop, and retain the best possible talent to strengthen our business.

• Understand and support our people by providing coaching, training, and development opportunities while helping them achieve their career aspirations and performance goals.

• Have honest and constructive conversations, set clear expectations, and provide frequent, timely, and actionable feedback.

• Lead effectively and positively through change initiatives and business transformation.

• Understand and apply risk management controls proportionately.

• Foster technical excellence across the claims team by building file handling capabilities, sharing best practices, providing mentorship, and creating opportunities for ongoing learning and development.

• Invest in your own leadership growth and continuous development to enhance your ability to support strategic priorities, operational excellence, and employee success.

Operational & Performance Effectiveness

• Create an environment dedicated to exceptional customer outcomes and champion continuous improvement in service delivery.

• Use data and insights to understand team and business performance and drive improvement initiatives through execution.

• Assist in identifying root causes of customer demand, waste, and process failures within the business unit.

• Remain actively engaged in the day-to-day operation to understand employee capability, team performance, and customer impacts.

• Make decisions using data while identifying barriers to performance and opportunities for improvement.

• Partner with frontline employees to improve overall performance, business results, and the customer experience.

• Participate in the Quality Assurance program for your team and ensure development opportunities are addressed promptly and effectively.

• Fully understand and mitigate claims risks under your accountability while ensuring compliance with internal and regulatory requirements.

• Take ownership of your team's results, understanding how decisions impact customers, employees, and overall business performance.

Business & Financial Acumen

• Clearly articulate and communicate the connection between our purpose, strategy, culture, and business objectives.

• Demonstrate a strong understanding of the claims experience while supporting the strategic direction of Property Claims.

• Continuously seek opportunities to improve the customer experience and claims processes.

• Understand the financial drivers of claims operations and contribute to year-over-year business improvement.

• Maintain the accuracy and integrity of financial information within Aviva systems.

• Identify and report any suspicions of fraud or financial irregularities in accordance with Aviva procedures.

Innovation & Continuous Improvement

• Identify opportunities to improve customer journeys, claims handling processes, and business outcomes.

• Lead and support change initiatives that improve operational effectiveness and employee experience.

What You'll Bring

• CIP or FCIP designation.

• 5+ years of claims or insurance industry experience, with strong Property Claims knowledge.

• 1-2 years of supervisory or people leadership experience.

• Experience leading teams through change and transformation.

• Demonstrated success in performance management, coaching, and career development.

• University degree, college diploma, or equivalent combination of education and Property Claims experience.

• Previous Call Centre, First Notice of Loss, or Catastrophic Event experience is considered an asset.

• Technical competency in Personal Property insurance.

• Demonstrated ability to coach and develop technical claims expertise while building a culture of continuous learning and knowledge sharing.

• Excellent verbal and written communication skills.

• Strong computer proficiency, including Excel, Word, PowerPoint, and Outlook.

• Ability to leverage data and insights to improve business and people performance.

• Strong decision-making, problem-solving, and critical-thinking skills.

What you’ll get

• The salary band for this position ranges from $90,000 to $115,000. Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity. 

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

• Hybrid flexible work model.

• 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.  

This job advertisement is for an existing vacancy which has been posted both internally & externally.

Aviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.

Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment. If you require accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged. 

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