Front Line Manager, Ovation

2 weeks ago

Markham, Canada Aviva Full time

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.

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
- Competitive 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.

Additional Information

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