Front Line Manager

5 months ago

Oakville, 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 an opportunity in our Property Claims team as a Front Line Leader

You will lead the day to day operation and development of a team of Frontline claims handlers and report to one of our Senior Leaders in a role that requires a unique mix of technical, customer and coaching skills

We'll need you to build an environment for people to do the best work of their lives & build a stronger team by developing employee’s potential in their current role and for future career aspirations. You will identify and collaborate as a team to improve system conditions that impact the service for our customers, the environment for our people and our financial performance.

The Claims Leader will ensure the operational risks Aviva is exposed to as a result of the team’s output are effectively actioned and controlled. You will also find opportunities to continuously improve through the removal of waste and failure.

You will communicate effectively with confidence, curiosity, courage and in a collaborative manner creating a clear vision of the outcomes we require and how our people will contribute to achieve those.

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 the them to support career aspirations while manage performance- 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.-
- Ensure technical development of claims file handlers

Operational & performance effectiveness:
- Create an environment dedicated to exceptional customer outcomes and champion the improvement to service- 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- Be “in the work” to understand our people’s capability, our unit’s performance.- 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.- Participate in the Quality assurance program for your team. Identify and ensure training is addressed in a timely and effective manner.- Fully understand and mitigate internal and external claims risks you are accountable for managing, meet our compliance obligations and measure how our team meet those requirements- 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- Look for new and incremental ways to improve things every day for the customer- 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- Maintain the accuracy and integrity of the financial information captured in Aviva systems- 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- University Degree or College Diploma or equivalent Property technical work experience- 5 + years of working in Claims / insurance industry experience with a strong knowledge of Property- Leading people through change- Performance management and career development of others- Call Center / First Notice of Loss Catastrophic Event 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 and problem solving skills

What you’ll get:
- Compelling rewards package including base salary, eligibility for annual bonus, paid vacation, retirement savings, share plan, health benefits, personal wellness account, and 3 paid volunteer days per year.- Our vaca

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