Retail Underwriting Ops Leader (Home, Auto/Lifestyle)

About the role

Aviva is looking for an experienced, customer-focused leader to head its Retail Underwriting team in Calgary, Alberta. The team supports Home, Auto and Recreational insurance products. This is a hybrid leadership role with a minimum of three days per week in the Calgary office, where in-person presence helps coach and develop employees.

Key responsibilities

• Lead, coach and develop a team of Retail Underwriters for Home, Auto and Recreational products
• Drive Aviva's strategies on broker service, customer satisfaction, underwriting quality, risk acceptability and profitability
• Evaluate employee performance and complete performance reviews
• Ensure adherence to underwriting guidelines and communicate changes to practices, priorities and workflows
• Analyze workload and volume trends, forecast capacity, and develop contingency plans
• Monitor KPIs, underwriting quality and team performance, and lead change initiatives
• Take part in recruitment, talent development and salary review/recommendation

Required profile

• College/university degree, CIP designation or equivalent education and insurance experience; completion or progress toward CIP preferred
• At least 7 years of underwriting experience in Home and Auto insurance; experience across multiple provinces is an asset
• Previous leadership experience coaching and managing employee performance
• Experience in a P&C operational environment, preferably a contact centre or high-volume underwriting setting
• Experience with Recreational/Lifestyle products is a strong asset
• Willingness to work the hybrid model, including three days per week in the Calgary office

Required skills

• Broad knowledge of Personal Lines insurance and underwriting
• Sound underwriting decisions balancing customer experience, broker relationships, risk and profitability
• Team capacity management and resource optimization
• Data-driven decision making and strong communication skills

What we offer

• Salary band of 70 - 90K plus applicable bonus, plus base compensation, retirement savings, share plan, health benefits and wellness programs
• Hybrid flexible work model and career development support
• Vacation package with the option to buy 5 extra days off per year
• Employee discount on home and auto insurance (where applicable)