Front Line Manager - Auto Claims

Aviva Canada; Toronto; Hybrid; CAD 85,000 - 110,000; Full time

Benefits offered by this job

Hybrid flexible work model

Career development opportunities

Annual bonus

Retirement savings plan

Health benefits

Volunteer opportunities

Job summary

Aviva Canada is seeking a Front Line Leader for the Auto Claims team. You will guide frontline claims handlers, develop talent, and collaborate with senior leaders to improve customer outcomes and financial performance.

The role emphasizes coaching, change leadership, and robust use of data to drive service improvements while maintaining compliance and risk controls. Hybrid work is available in Canada.

Qualifications

• 5+ years of working in Claims/insurance with strong Auto knowledge
• 2 years of supervisory/people management experience
• Experience leading through change
• Experience with performance management and career development
• Ability to run workflow in systems and meet customer demand
• Strong communication and collaboration skills
• Ability to analyze data to drive improvements

Responsibilities

• Identify and retain top talent for the team
• Support training and develop capability in the team
• Provide honest, constructive feedback to improve performance
• Lead through change with a positive mindset
• Apply risk management controls and ensure compliance
• Ensure technical development of claims file handlers
• Create an environment focused on exceptional customer outcomes
• Use data to monitor performance and initiate improvements
• Be hands-on to understand capability and blockers
• Deliver results that support company performance

Skills

Claims experience

Supervisory/people management

Change leadership

Performance management

Data-driven decision making

Excellent communication

HR policy handling

Tools

Excel

Word

PowerPoint

Outlook

Job description

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.

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.

The opportunity

We have an opportunity in our Auto Claims team as a Front Line Leader! 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 employee’s 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. Does this sounds like an exciting challenge?

What You’ll Do

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

Operational & Performance Effectiveness

• 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.
• 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 company’s performance and understand the consequence and impact of key decisions you make

Business & Financial Acumen

• 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

Innovation

• Identify opportunities to improve the customer journey, the claims handling processes and financial outcomes for our business
• Lead change initiatives for the team and business function

What You'll Bring

• 5 + years of working in Claims / insurance industry experience with a strong knowledge of Auto
• 2 years of supervisory/people management experience
• Leading people through change
• Performance management and career development of others
• Continuously improve the system and enable our people to be brilliant for the customer
• Run workflow in and out of the system to meet customer demand
• Champion a systems thinking approach across the team
• Can be credible and know how to handle a claim, from start to finish
• Continuously identify, measure and develop the performance of individuals, the team and the system using data
• Observe from within the work how the current system works to reduce failure, remove waste and improve handler method
• Is skilled at handling HR policies and practices
• Provide guidance, coaching and support to our people, developing them to be the best they can be
• Have brilliant two-way conversations that are honest and transparent
• Develop, manage and maintain relations with internal and external partners
• Excellent verbal and written communication skills
• Computer proficiency; Excel, Word, PowerPoint, Outlook
• Ability to gain insight from data to improve the performance of our people
• Sound decision making and problem-solving skills

What You’ll Get

• The salary band for this position ranges from $85,000 to $110,000. Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity.
• 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.

This job advertisement is for an existing vacancy which has been posted both internally & externally.

Aviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.

Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment. If you require accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged.