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. As the Lifestyle Property Claims Leader you will be a champion of the Lifestyle Claims Value Proposition, including policies, strategies and procedures in the geographical area you represent. You will be the key resource to tell Aviva’s Specialty Claims story and will support underwriting in business development and broker relationship management. In addition, they will be able to articulate strategy, execution, status and objectives of Lifestyle claims initiatives. In this role, you must have a strong understanding of Specialty business and marketplace with a deep passion for Lifestyle products, which include RVs, boats, travel trailers, classic cars, motorcycles, etc. You must also have the capability to adequately manage claims for these unique products that are both Automobile & Property products. We are seeking an individual with the same energy and passion that our Lifestyle customers have for these products when they buy and insure them. 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, working with them to support career aspirations while managing performance. Have honest, constructive conversations with our people, set clear direction, giving frequent, honest, clear and constructive feedback to improve their performance and achieve the business goals. Lead effectively and positively through implementation of change. Understand and apply risk management controls proportionately. 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 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, promoting speed to capability. Fully understand and mitigate internal and external claims risks you are accountable for managing, meeting our compliance obligations and measure how our team meets those requirements. Take full responsibility for the results of our team, how they contribute to the company’s overall performance and understand the consequences and impacts 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 every day for the customer. Clear understanding of the financial elements of our claims functions 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 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 technical work experience 2 + years of previous leadership 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 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: Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity. Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities. Outstanding 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 Please note that we may use AI tools to help us through the recruitment process. This is an existing position which has been posted both internally & externally. 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. #LI-MP1 We help our 19.5 million customers to save for the future and manage the risks of everyday life. To give these customers the best possible products and service we know we must make Aviva the most attractive choice for talented, entrepreneurial people with diverse backgrounds and an evolving range of expertise and insight. So, we’re passionate about helping our 23,000 people to do the best work of their lives, to enable them to make a positive difference to the lives of our customers.
