Technical Lead, Policy Investigations

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.

Join Aviva’s National Underwriting team as a Technical Lead in Policy Investigation. In this role, you’ll collaborate with the business to safeguard Aviva and its customers from fraud and financial crime. You will provide strategic leadership, technical expertise, and oversight for policy investigations, ensuring alignment with underwriting rules, regulatory requirements, and organizational standards. This is an opportunity to make a meaningful impact by driving integrity and excellence across our operations.

Alignment &

Collaboration:

• Maintain consistent and ongoing communication with fellow Technical Leads to ensure alignment in investigative approach, strategic direction, and decision-making.
• Support the development and application of a structured engagement framework guiding when and how investigators/triage should conduct investigations & role accountabilities.

Strategic Case Support & Development:

• Provide 1:1 engagement with investigative staff to support case strategy development and coaching.
• Build and support team members in building a defendable case
• Empowered with delegated authority to guide and support case strategy development across the team.
• Ensure documented rationale for any investigation exceeding 90 days.
• Act as a strategic resource for internal and external fraud investigations, particularly from an underwriting lens.
• Serve as a go-to resource for technical guidance and investigative strategy.
• Handle complex underwriting based investigations as required

Oversight & Monitoring:

• Conduct monthly monitoring of case volumes, focusing on investigations with large loss claims (≥ $250K combined reserve), investigations open for 90+ days, and complex underwriting cases.
• Share development insights and emerging trends with the Senior Leader.
• Utilize Qlik tools for automated tracking and reporting.

Decision Panel & Investigative Governance:

• Participate in all decision panels to ensure consistency and quality in decision-making.
• Support investigators in preparation for decision panels, ensuring adherence to investigative guidelines.
• Provide real-time support during decision-making processes.
• Promote timely and efficient decisions to support operational effectiveness.

Training, Onboarding & Quality Assurance:

• Lead team-based new hire training and onboarding in alignment with L&D-developed onboarding menus.
• Deliver LOB-specific technical training aligned with policy wordings, underwriting rules, and regulatory requirements.
• Support development and implementation of a quality assurance framework (targeted for Q2 2026), including audit tools and evaluation criteria.

Policy, Compliance & Regulatory Alignment:

• Ensure investigative strategies and decisions align with policy wordings, underwriting rules, and regulatory frameworks.
• Monitor and manage litigation matters: action all SOC & litigation instances, lead litigation matters and ensure VCM updates with litigation plans, track litigation files monthly via Qlik and report progress/exposure to the Senior Leader.
• Attend court as directed and prepare Aviva witnesses for court appearances

Stakeholder Engagement & Relationship Management:

• Maintain and strengthen relationships with internal and external business partners.
• Engage with external legal counsel on litigation files, ensuring appropriate investigative support and documentation.

Team Development & Engagement Framework:

• Identify and support development opportunities for investigative staff.
• Provide feedback to the Senior Leader on skill progression and growth.
• Lead threat book of work for the team identifying and developing strategy for Aviva response
• Drive forward large initiatives in the team to…