Front Line Manager – Property Claims

Experience Aviva 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.

At Aviva Canada, we put people first, our employees, our customers, and our communities. We’re proud of a culture built on care, inclusion, and collaboration, where your voice matters and your growth is supported. We’re not just about insurance; we’re about making a real difference by protecting what matters most.

We have an 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 will be hybrid – the best of both worlds.

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, customer and coaching skills! We’ll need you to build an environment for people to do the best work of their lives & build a stronger team by developing employees’ potential in their current role and for future career aspirations.

You will identify and collaborate as a team to improve system conditions that impact the service for our customers, the environment for our people and our financial performance. You will communicate effectively with confidence, curiosity, courage and in a collaborative manner creating a clear vision of the outcomes we require and how our people will contribute to achieve those.

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 in the role and work with them to support career aspirations while manage performance
• Have honest, constructive conversations with our people, set clear direction and goals 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

• 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 to 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.
• Fully understand and mitigate internal and external claims risks you are accountable for managing, meet our compliance obligations and measure how our team meet those requirements
• Take full responsibility for the results of our team, how they contribute to the overall companies performance and understand the consequence and impact of key decisions you make

• 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 things every day for the customer
• Clear understanding of financial elements of our claims function 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 on any suspicions of fraud or financial irregularities in line with existing Aviva procedures

• Identify opportunities to improve the customer journey, the…