Claims Leader

7 months ago

Ottawa, Canada Aviva Full time

We are looking for a Claims Leader based in Ottawa to grow and lead our team of adjusters in Eastern Ontario You will lead the day to day operation and development of a team of Adjusters and report to on of our Senior Leaders in a role that requires a unique mix of technical, customer and coaching skills

You will be responsible for a specific stream and area of focus while supporting the team’s financial, strategic and people goals.

You will:
- Coach and develop the best possible talent to strengthen our business (hire and retain talent)- Understand and know your people, support and develop their capability in the role and work with them to support career aspirations (handle performance, training & career)-
- Partner with the Protect leadership team to drive the people engagement plan for the national LOB- Leads a team of Claims handlers- Look for new and incremental ways to improve things every day for the customer- Be accountable for the operation’s financial health (productivity, budget, quality)

Does this sound like you? If so, read on

What you'll do:
- Lead positively, develop harmony and strong partnerships- Handle performance issues and assess and evaluate performance- Have honest, constructive conversations with your people, set clear direction and goals giving frequent, honest, clear and constructive feedback to improve their performance and achieve the business goals.- Clearly articulate and effectively communicate the link between our business, our goals, the strategy and customer- Demonstrate and share an expert understanding of the end to end claims' experience- Take full responsibility for the results of your team, how they contribute to the overall performance, and understand the consequence and impact of key decisions you make- Accountable for the management and oversight of significant indemnity reserves and spend for the LOB

Behavioral/Leadership Requirements- Have a can do demeanor- Set and encourage others to achieve high standards.- Plan and prioritize work; exploit systems, technology and establish clear objectives to deliver business goals.- Support and own discussions inspiring change where required- Be in the work to understand your people’s capability, your team’s performance

Managing Yourself- Build a favorable and professional environment which inspires confidence and respect.- Set an example by walking the talk.- Act consistently with Aviva values.

Strategic Management- Actively participate in strategy formulation within the Ontario Protect Team- Bring a digital first and customer centric approach- Support the implementation and planning of enterprise and National Casualty Claims initiatives, ensuring delivery of LOB requirements- Leverage systems and technology to enable streamlined process and improve efficiency and productivity

Lead with Data- Collect and analyze information and ideas to understand how your people are performing and initiate improvement using that data through to execution.- Challenge with objectivity.- Makes clear decisions appropriate to the role and suggest solutions to issues raised.- Make decisions using data, observe the environment to identify performance blockers/barriers.- Identify the bottlenecks, blockers, barriers and root cause of waste in the system- Leverage the data, insight and expertise of the frontline to determine how we improve our overall performance and results.

Performance Measurement and Management Control- Understand key financial and operational drivers of performance and how they impact the daily operation of the team to ensure we remain financially strong and deliver year on year improvement in our business performance- Support development of the strategic direction i- Use metrics, dashboards and financial/nonfinancial KPIs to enable effective performance management- Bring to light operational and financial challenges and raise discussions within the senior leadership team suggesting course corrections where necessary- Ensure a focus on expense management discipline

Governance/Risk- Ensure deployment of controls across the business that are effective at preventing undesirable risks and are used to find opportunities for performance management, training and overall governance within the operation- Align processes and priorities with those of the business and maintain flexibility in adapting processes to meet the business’s changing needs- Identify and report on any suspicions of fraud or financial irregularities in line with existing Aviva procedures

Leading Change- Proactively identify and raise debate about opportunities.- Support team members and colleagues and maintain commitment through periods of change.

What you'll bring:
- A proven track record in Ottawa and Eastern Ontario jurisdictions.- Leadership experience in an operational, Claims or Call Centre environment- Professional Insurance qualification such as CIP/FCIP designation preferred- University degree preferred- Possess strong influencing skil

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