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 have an exciting opportunity in our Home Warranty Insurance Claims Department for an individual who enjoys leading and developing others, and who lives the Aviva values each day.

Home Warranty Insurance serves the purpose of protecting consumers of new homes from construction defects in addition to contributing to improving the quality of construction of residential buildings.

You will lead the day-to-day operation and development of a team of claims handlers and report to one of our senior leaders in a role that requires a unique mix of technical, customer and coaching skills!

We'll need you to build an environment for people to do the best work of their lives & build a stronger team by developing employee’s potential in their current role and for future career aspirations. You will identify and collaborate as a team to improve system conditions that impact the service for our customers, the environment for our people, and our financial performance.

The claims leader will ensure the operational and regulatory risks Aviva is exposed to because of the team’s output are effectively actioned and controlled. You will also find opportunities to continuously improve through the removal of waste and failure.

You will 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.

What you'll do:

People Manager & Architect

Lead a team of up to 8 home warranty claims handlers.

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

Understand and know your people, support and develop their capability in the role and work with them to support career aspirations.

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.

Operational & Performance Effectiveness

Create an environment dedicated to exceptional customer outcomes and champion the improvement of service.

Use data to understand how our people and the business unit are performing and initiate improvement activity through to execution.

Be “in the work” to understand our people’s capability, our unit’s performance.

Participate in the quality assurance program for your team. Identify and ensure training is addressed in a timely and effective manner.

Collaborate with internal stake holders such as underwriting, national recovery unit, vendor management, and quality assurance and external stake holders including brokers, vendors, builder client executives, and regulatory bodies.

Fully understand the operational risks you are accountable for managing, meet our compliance obligations and measure how your team meets those requirements.

Business & Financial Acumen

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.

Innovation

Find 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.

Work with new and existing customers and partners to develop collaboration.

What you’ll bring

5+ years of claims/industry experience with strong knowledge of home warranty or residential property experience.

Previous people management experience with proven leadership ability to lead people through change, performance management, and develop the careers of others.

Excellent verbal and written communication skills.

Sound analytical, decision making, and problem-solving skills.

Outstanding customer service, communication skills and negotiation skills.

Ability to thrive in a fast-paced environment.

Ability to gain insight from data to improve the performance of our people.

Foundational understanding the litigation process and litigation strategy.

CIP industry designation an asset.

What you'll get:

The salary band for this position ranges from $79,500 to $147,700. 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.

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

Please note that we may use AI tools to help us through the recruitment process. This is a new position which has been posted both internally & externally.

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.