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 opportunity in our Property Claims team as a Quality Assurance Front Line Leader!
You will lead the day-to-day operation and development of a team of quality assurance reviewers and provide independent assurance through delivery of a portfolio of reviews to assess the adequacy and effectiveness of the control environment in our property department.
Through your team of quality assurance reviewers, you will identify trends and provide root cause analysis and collaborate with the property adjusting units to improve system conditions that impact the service for our customers, the environment for our people and our financial performance.
Come, join our team!
What you'll do:
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 managing performance and productivity
Coach team and ensure the team is clear on what is required of them and understand what “good” looks like.
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
Operational & performance effectiveness:
Ensure the operational risks Aviva is exposed to, as a result of collective handler outputs, are effectively handled, supervised and measured by raising issues when gaps are identified.
Partner and relationship management with FLM’s of the respective line of business.
Challenge ineffective and inefficient processes when identified and raise issues using NQA reporting platform including iCare
Work as a business partner with Claims Risk leads, Unit management and customer facing line leaders to support development of capability across the claims function through providing timely, fact-based analysis and opinion to support management action.
Develop plans to support the team to ensure effective, consistent and meaningful reports and issue findings.
Work closely with 1st line teams for effective management of 1st line risk and control environment.
Collaborate in the development and delivery of training to the adjusting teams to control risk and enhance our team capabilities
Ability to create exception reports/automation of testing controls through Qlik while updating iCare to reflect testing environment.
Clearly describe issues/findings by using data to showcase extent of impact to Aviva’s financials, regulatory or customer outcomes.
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
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.
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
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
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
Identify and report on any suspicions of fraud or financial irregularities in line with existing Aviva procedures
Innovation:
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
What you'll bring:
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
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, collaboration and problem solving skills
What you'll get:
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.