Front Line Manager - Property Claims

About the role

Aviva Canada is looking for a Front Line Manager for its Property Claims team in Calgary. The role leads the day-to-day operation and development of a team of frontline claims handlers and reports to a Senior Leader. It combines technical expertise, customer focus, leadership and coaching, and follows a hybrid model with a minimum 50% in-office presence.

Key responsibilities

• Lead people: coach, train and develop the team, give timely feedback, manage performance and retain talent
• Build file-handling capabilities, share best practices and foster technical excellence across the claims team
• Drive continuous improvement in service delivery, use data to understand performance and help identify root causes of customer demand and process failures
• Take part in the Quality Assurance program and mitigate claims risks while complying with internal and regulatory requirements
• Communicate the link between purpose, strategy and business objectives, and understand the financial drivers of claims operations
• Identify and report suspected fraud or financial irregularities following Aviva procedures
• Lead and support change initiatives that improve operational effectiveness and the employee experience

Required profile

• CIP or FCIP designation
• 5+ years of claims or insurance experience with strong Property Claims knowledge
• 1-2 years of supervisory or people leadership experience
• University degree, college diploma or equivalent combination of education and Property Claims experience
• Previous call centre, first notice of loss or catastrophic event experience is an asset

Required skills

• Technical competency in Personal Property insurance
• Strong computer proficiency, including Excel, Word, PowerPoint and Outlook
• Ability to use data and insights to improve business and people performance
• Excellent verbal and written communication skills

What we offer

• Base compensation, eligibility for an annual bonus, retirement savings, share plan and health benefits
• Hybrid flexible work model
• Professional development education support and career development opportunities
• Vacation package with the option to buy 5 extra days off per year
• Wellness programs and employee programs focused on diversity and inclusion