Head of Client Relationship Management

Aviva; Toronto; Hybrid; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a dynamic leader for their Client Relationship Management function. This pivotal role focuses on developing corporate client solutions and expanding capabilities to drive significant growth in the Canadian market. The ideal candidate will have over 15 years of experience in property and casualty business, showcasing strong leadership and strategic thinking abilities. You will manage national relationships with brokers and ensure exceptional customer service. Join a forward-thinking company that values commitment to community and offers a compelling rewards package, outstanding career development opportunities, and a hybrid work model.

Benefits

Annual bonus eligibility

Retirement savings plan

Health benefits

Personal wellness opportunities

Volunteer opportunities

Competitive vacation package

Corporate wellness programs

Qualifications

• Over 15 years of experience in property & casualty business with significant team leadership.
• Strong written and verbal communication abilities for persuasion and negotiation.

Responsibilities

• Develop and implement a Client Relationship Management strategy for GCS division.
• Build enduring business relationships with key corporate clients and major sponsors.

Skills

Team Leadership

Client Relationship Management

Strategic Thinking

Communication Skills

Negotiation Skills

Analytical Thinking

Education

CRMP designation

Fellow Chartered Insurance Professional (FCIP)

Job description

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.

As a critical pillar of Aviva's strategy to enhance the Global Corporate Specialty (GCS) proposition in Canada, the leader of the CRM function plays a pivotal role in the GCS leadership team. This position focuses on developing corporate client solutions, expanding capabilities, and achieving substantial GWP, making it integral to driving Aviva's growth and success in the Canadian market.

The purpose of this role is to develop and implement a Client Relationship Management strategy for Aviva Canada’s GCS division. It involves providing technical expertise and people leadership for CRM teams in alignment with the GCS global strategy, company goals, and standards. Additionally, this role will manage the national strategic relationship with national brokers, ensuring strong partnerships and effective collaboration.

What you'll do

Client Relationship Management

• Build enduring business relationships with key corporate clients and major program sponsors/associations by developing a stewardship process for Aviva's large clients and commercial program associations, involving brokers, underwriting, loss control, and claims.

• Successfully implement GCS growth strategies, including sales plan, delivering proactive, targeted and well researched prospecting to develop new relationships and opportunities.

• Responsible for growing share on accounts including increasing line sizes as well as additional coverages, including but not limited to, Group and Affinity

• Maintain ongoing relationships with major National brokers in the Corporate and Program space, fostering a strong partnership and building mutually beneficial growth pipelines.

• Build key relationships across the Insurance Industry and build credibility with insurance organizations.

• Recruit, lead and embed the Relationship Management team to deliver on the execution of the GCS strategy and value propositions with Brokers, Customers and regional Leaders.

• Ensure that all customer service operations are crafted & implemented to ensure an outstanding consumer experience

• Assess, supervise and develop the CRM and multi-functional team to advise on broader departmental training as required.

• Understand and seek opportunities to improve policies and processes, including assessment, planning, development and change management

• Actively contribute and participate as a member on the Distribution and GCS leadership teams.

Customer outcomes

• Influence the customer culture of the company through your behaviour and values.

• Ensure that fair treatment of customers is defined and embedded into all activities of the function.

• Always considering customer interests and ensure that decisions made result in fair customer outcomes and fair treatment of customers.

• Regularly communicate simple and clear guidance on your expectations on how customers should be treated and the behaviour to support this.

What you'll bring

• Over 15 years’ experience in property & casualty business with significant team leadership experience.

• CRMP designation and/or fellow Chartered Insurance Professional (FCIP) considered an asset

• Understanding and ability to contribute to design of complex underwriting and risk management solutions for corporate clients

• Needs strong written and verbal communication abilities to successfully persuade, influence, and negotiate with diverse customers (internal and/or external), to enhance business development.

• Strategic and analytical thinking, plus creativity, are crucial for implementing marketing strategies successfully.

• Decision-making responsibility linked to this role will be important and crucial to develop and implement the Aviva Insurance business plan.

• High financial, operational, and reputational impacts on decisions affecting Aviva’s bottom line.

• Ability to build trust and credibility with both internal and external collaborators

• Ability to engage and motivate the team and develop talent

• Ability to create strategies and plans that drive business growth

What you’ll get

• Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.

• 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

• Hybrid flexible work model

Please note that we may use AI tools to help us through the recruitment process. This is a new position which has been posted both internally & externally.

Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva Canada.