Front Line Manager – Property Claims

Aviva • Oakville, ON

5d • CA$90,000 - CA$115,000 • Hybrid

About The Position

We have an exciting opportunity in our Property Claims team as a Front Line Leader. Aviva recognizes the importance of being flexible and the benefits of being together. This role follows our hybrid work model and requires a minimum 50% in-office presence, supporting collaboration, coaching, development, and team engagement while offering flexibility for employees. 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 expertise, customer focus, leadership, and coaching skills. We'll need you to build an environment where people can do the best work of their lives while helping them realize their full potential in their current roles and future career aspirations. You will identify opportunities and collaborate across teams to improve the conditions that impact customer outcomes, employee experience, and business performance. You will communicate effectively with confidence, curiosity, courage, and collaboration, creating a clear vision of required outcomes and helping your team understand how they contribute to achieving them.

Requirements

• CIP or FCIP designation.
• 5+ years of claims or insurance industry experience, with strong Property Claims knowledge.
• 1-2 years of supervisory or people leadership experience.
• Experience leading teams through change and transformation.
• Demonstrated success in performance management, coaching, and career development.
• University degree, college diploma, or equivalent combination of education and Property Claims experience.
• Technical competency in Personal Property insurance.
• Demonstrated ability to coach and develop technical claims expertise while building a culture of continuous learning and knowledge sharing.
• Excellent verbal and written communication skills.
• Strong computer proficiency, including Excel, Word, PowerPoint, and Outlook.
• Ability to leverage data and insights to improve business and people performance.
• Strong decision-making, problem-solving, and critical-thinking skills.

Nice To Haves

• Previous Call Centre, First Notice of Loss, or Catastrophic Event experience is considered an asset.

Responsibilities

• Identify, assess, develop, and retain the best possible talent to strengthen our business.
• Understand and support our people by providing coaching, training, and development opportunities while helping them achieve their career aspirations and performance goals.
• Have honest and constructive conversations, set clear expectations, and provide frequent, timely, and actionable feedback.
• Lead effectively and positively through change initiatives and business transformation.
• Understand and apply risk management controls proportionately.
• Foster technical excellence across the claims team by building file handling capabilities, sharing best practices, providing mentorship, and creating opportunities for ongoing learning and development.
• Invest in your own leadership growth and continuous development to enhance your ability to support strategic priorities, operational excellence, and employee success.
• Create an environment dedicated to exceptional customer outcomes and champion continuous improvement in service delivery.
• Use data and insights to understand team and business performance and drive improvement initiatives through execution.
• Assist in identifying root causes of customer demand, waste, and process failures within the business unit.
• Remain actively engaged in the day-to-day operation to understand employee capability, team performance, and customer impacts.
• Make decisions using data while identifying barriers to performance and opportunities for improvement.
• Partner with frontline employees to improve overall performance, business results, and the customer experience.
• Participate in the Quality Assurance program for your team and ensure development opportunities are addressed promptly and effectively.
• Fully understand and mitigate claims risks under your accountability while ensuring compliance with internal and regulatory requirements.
• Take ownership of your team's results, understanding how decisions impact customers, employees, and overall business performance.
• Clearly articulate and communicate the connection between our purpose, strategy, culture, and business objectives.
• Demonstrate a strong understanding of the claims experience while supporting the strategic direction of Property Claims.
• Continuously seek opportunities to improve the customer experience and claims processes.
• Understand the financial drivers of claims operations and contribute to year-over-year business improvement.
• Maintain the accuracy and integrity of financial information within Aviva systems.
• Identify and report any suspicions of fraud or financial irregularities in accordance with Aviva procedures.
• Identify opportunities to improve customer journeys, claims handling processes, and business outcomes.
• Lead and support change initiatives that improve operational effectiveness and employee experience.

Benefits

• Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
• Hybrid flexible work model.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree