Leader, Special Investigations Unit

Ce poste est disponible en français consultez le R-159516_

You will lead a team dedicated to fraud prevention and investigations, ensuring all activities are conducted in line with internal policies, regulatory requirements, industry best practices, and organizational objectives. You will oversee investigations, ensuring they are timely, effective, and aligned with agreed-upon goals.

In this role, you will coach & support the team in achieving its objectives, collaborating across departments to provide guidance on fraud prevention and mitigation strategies. You will monitor and analyze data to identify fraud patterns and trends, contributing to the development and implementation of proactive prevention measures.

You will manage the team’s workflow by setting priorities, delegating tasks, and ensuring deadlines are met. Additionally, providing technical and professional guidance, performance feedback, and support will be key to optimizing results.

You will also stay current with industry developments and regulatory changes related to fraud and investigations, and contribute to change management and various projects and initiatives as needed.

At Aviva, our leaders embody our Values in Action. They take a One Aviva approach, delivering our strategy through their people. Aviva leaders are inclusive, courageous, and inspirational. They understand the privilege of leadership and are committed to developing and supporting their teams.

Finally, you will help ensure good customer outcomes through all activities and deliverables—acting in good faith, avoiding foreseeable harm, and enabling customers to pursue their financial goals.

About the Role

Individually we are people, but together we are Aviva. These are more than just words—they represent our Values: Care, Commitment, Community, and Confidence.

Our Verify Fraud & Financial Crime team is seeking a dynamic and experienced leader to manage a high-performing Special Investigations Unit (SIU). You’ll play a critical role in protecting our honest customers by leading fraud prevention and investigation strategies, ensuring compliance with internal policies, regulatory requirements, and industry best practices.

You’ll lead, coach, and develop a team of desk and/or field investigators and a dedicated triage analyst supporting in the Montreal, Quebec and Atlantic Regions, collaborating with Verify teams, Claims, and other stakeholders to drive effective fraud mitigation strategies.

What You’ll Do
- Lead a team investigating claims with potential fraud indicators
- Oversee proactive case management, ensuring investigations are timely, effective, defensible, and appropriately scoped
- Collaborate cross-functionally to develop fraud mitigation recommendations and participate in decision panels
- Manage team capacity and workflow—set priorities, delegate tasks, and ensure deadlines are met
- Resolve customer and stakeholder escalations, considering all relevant risk factors
- Monitor team performance using data-driven insights; provide coaching, feedback, and support ongoing QA activities
- Support onboarding, training, and career development of team members
- Set clear goals and provide regular, constructive feedback to improve performance
- Enhance investigative capabilities through tools, techniques, and expert resources
- Lead through change with a positive, solutions-focused mindset
- Stay current on industry trends, regulatory changes, and emerging risks
- Contribute to fraud prevention projects and initiatives
- Ensure proper documentation and evidence collection (physical and electronic)
- Provide training and support to front-line staff
- Liaise with Verify and SIU teams to improve fraud detection and decision-making
- Analyze data to identify fraud patterns, process gaps, and propose prevention strategies

What You’ll Bring
- Minimum 5+ years People Leadership experience, as well as 5 years of fraud investigation/claims adjusting (insurance fraud preferred: auto, injury, or property)
- Proven ability to lead and coach investigative teams
- Strong risk assessment skills across auto/property & casualty fraud/financial crime
- Solid understanding of claims and underwriting processes
- Excellent analytical, problem-solving, and decision-making skills
- Strong communication and customer service skills—diplomatic and empathetic
- Technical knowledge of insurance lines, policies, claims, privacy, and legislation
- Confidence in making objective decisions in high-risk or legally sensitive matters
- Experience with quality assurance and performance feedback
- Bilingualism required: knowledge of English in addition to French is necessary, as this position involves communicating, both orally and in writing, with our clients, partners, and other teams at Aviva Canada located across the country.
- Must have adjuster licenses in Quebec, Atlantic regions

What you’ll get:

- Compelling rewards package including base salary, eligibility for annual bonus, paid vacation,