Broker Underwriting Operations

3 months ago

Markham, Canada Aviva Full time

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 seek a collaborative, positive and adaptable individual to join our Personal Insurance Operations team. As an AVP Customer Operations. The purpose of this role is to embed a customer first philosophy in our broker contact centres by instilling a winning attitude, introducing innovation and efficient service techniques aligning with national Personal Insurance underwriting standards and policies to become the leading insurer in Canada.

Come join our team

What you'll do:
- To drive the flawless execution of the PI strategic priorities including supporting “exception” underwriting of New Business processing and Renewal premium against plan- Partner with Distribution and Marketing VPs to build and manage annual G&A financial budget- Responsible for analyzing performance and working with key partners to implement strategies to drive growth and profit- Responsible for adherence to underwriting and pricing authority levels of UW staff through regular self-reviews and reporting trends- Participate and influence pricing strategies and policies for the local markets- Responsible for the effective implementation of new products and for finding opportunities for new or revised offers- Lead and empower team members towards crafting a solutions sales culture including performing ongoing talent management responsibilities, hiring, mentoring, development, reward, and recognition- Build compelling Broker value proposition service offering including strengthening broker partnerships with key Brokers- Responsible for resource capacity planning to ensure that appropriate skills and capacity to deliver on all performance metrics while identifying opportunities to drive efficiencies through a systems thinking methodology and lower cost- Lead the Service Centre G&A expenses- Partner with Internal and External collaborators on a regular basis to ensure alignment on business and Broker strategies- Change leadership - lead by example, embrace and advocate change-
- Develop ongoing opportunities to digitize, automate and simplify our ways of working to achieve desired results- Advocate and role-model our sustainability ambitions to become a net zero carbon emissions company by 2040- Effective delivery of Underwriting Quality reviews (90% acceptable) and coaching of results to ensure improved Underwriting impacting PI GWP- Development and execution of a sales and retention effectiveness strategy across Personal Insurance regions, with a focus on underwriting profit (COR in line with company expectations)- Employee engagement >86%

What you'll bring:
- Undergraduate degree (graduate degree preferred) in Business, Commerce, or related field- CIP/FCIP (preferred)- 10+ years of P&C insurance experience- 10+ years people leadership experience- Extensive experience with contact centre management- Requires deep, experienced knowledge of assigned market(s)/product lines- Strong influencing and negotiation skills- Ability to work in a fast pace and changing environment- Ability to build trust and credibility with internal and external partners- Excellent business acumen and interpersonal skills; able to work across business lines to influence and effect change to achieve common goals.- Demonstrated leadership; proven track record of leading multiple teams in new endeavors and delivering solutions.- Passionate about the customer journey, propositions and delivering a best-in-class sales and service experience.- Proven dedication to call centre excellence, sales expertise, and employee development- Ability to implement and lead change - involving and/or bringing employees along the journey

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

Additional Information: 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.

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