Front Line Manager

3 months ago

Calgary, 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 have a career opportunity for a people leader in our Ovation Underwriting team. As the Front Line Manager you will play a meaningful role in ensuring that our Ovation Sales & Service Centre is able to offer a compelling value proposition, and that all the critical work done and delivered to the broker/agent is of superior quality.

Come join our team

What you'll do:
You will be passionate about improving customer happiness whenever contact is made with the Ovation Sales & Service Centre. As a partner to a strong national brand, and official representative of Aviva, our department is expected to deliver an extraordinary broker/agent experience.- You will have the opportunity to coach, counsel, and develop team members to achieve maximum performance and superior quality in Underwriting, Pricing, and ensure Broker/Agent experience align to our business objectives.- Your ability to demonstrate rewards and recognition programs to drive strong results will motivate and inspire others.- Monitoring team productivity, you will recommend and implement changes including workload distribution and assigned functional service level agreements.

Leading the team to continuous improvements, consistency and standard methodologies, your motivation will help to build and deliver on our SLA targets-
- Maintain high level of accuracy and product knowledge as required in a cross line, cross brand team.- Encourage training for team members and newly hired underwriters.- Provide team with regular coaching and updates on performance results.- Evaluate employee performance and conduct performance appraisals for assigned team members.- Participate in recruitment and salary review/recommendation process in accordance with organizational standards.- Change leadership - lead by example, embrace change, develop stakeholders

What you'll bring:
- 5 years' insurance underwriting experience. At least 2 years’ experience in a high-value underwriting environment would be a huge plus- Bi-lingual in French and English is an asset, but not required- Excellent interpersonal skills and strong communication- Strong decision-making and analytical skills- High degree of collaboration, negotiation and influencing skills- Strong customer service skills- Leadership and team management skills with shown mentorship for performance skills-
- Superior customer and results focus- Strong presentation skills- Excellent organizational skills, ability to prioritize- Change management skills and support to assist in the implementation of change- Related experience in a call center /contact center environment- Flexible availability to work at home and in office

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.

Gestionnaire de première ligne, service de production Ovation

Nous offrons une occasion de carrière palpitante à un gestionnaire de personnel au sein de notre équipe de production Ovation. En tant que gestionnaire de première ligne, vous jouerez un rôle important en veillant à ce que notre Centre de ventes et de service Ovation soit en mesure d’offrir une offre à valeur ajoutée convaincante et à ce que tout le travail essentiel effectué et livré au courtier/à l’agent soit de qualité supérieure.

Responsabilités

Vous serez passionné par l’amélioration de la satisfaction des clients chaque fois qu’ils entreront en contact avec le Centre de ventes et de service Ovation. En tant que partenaire d’une marque nationale solide et représentant officiel d’Aviva, notre service doit offrir une expérience hors du commun aux courtiers et aux agents.- Vous aurez l’occasion d’encadrer, de conseiller et de former les membres de l’équipe afin d’atteindre un rendement élevé et une qualité supérieure en matière de production et de tarification, et de veiller à ce que l’expérience des courtiers/agents soit conforme à nos objectifs

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