VP, Corporate Partnerships & Customer Experience

Aviva plc; Markham; Hybrid; CAD 150,000 - 180,000; Full time

Benefits offered by this job

Hybrid flexible work model

Outstanding career developmentOpportun

Professional development education

Competitive vacation package (5 extra

Employee-driven programs focused on DE

Job summary

Aviva Canada is seeking an outstanding leader to join its Partnerships Team. You will act as a conduit between Aviva and partners, shaping the service and customer proposition and holding collaborators to account for delivery across divisions.

You will chair the Operational Performance Forum, drive service improvements, and lead a matrix of service leaders to ensure daily value for partners and customers, with a focus on quality underwriting and a paperless agenda.

Qualifications

• 5-7+ years related experience within the property and casualty insurance industry, including exposure to an operational sales and servicing environment
• Experience in Claims an asset
• Strong relationship and expectation management skills
• Ability to influence and motivate multi-disciplinary teams on a day-to-day basis
• Strong oral and written communication skills and effective presentation techniques
• Ability to manage quality and application of effective change management skills, tools and techniques

Responsibilities

• Drive performance in the services provided to customers on behalf of the partnerships.
• Chair of the joint Operational Performance Forum for the partnerships on behalf of both our partners and Aviva
• Drive delivery of operational efficiencies across the partnerships through leading the Service Improvement Program within Aviva
• Drive continuous improvement in quality of underwriting and technical capability of Sales Advisors
• Work with the customer experience leadership to drive a compelling customer service proposition across the partnerships for both online and offline channels
• Lead a matrix team of service leaders across the business to ensure effective service to both partners and customers every day, in line with the service levels agreed contractually
• Act as the primary point of escalation for service issues between Aviva and partners, and lead on successful resolution of these issues
• Develop new service propositions growing efficiency and driving the paperless agenda
• Ensure our partners and Aviva meet their contractual commitments each other

Skills

Relationship management

Leadership

Influence multi-disciplinary teams

Communication (oral & written)

Contractual service delivery

Job description

Aviva Canada is seeking an outstanding leader to join its Partnerships Team. You will act as a conduit between Aviva and partners, shaping the service and customer proposition and holding collaborators to account for delivery across divisions.

You will chair the Operational Performance Forum, drive service improvements, and lead a matrix of service leaders to ensure daily value for partners and customers, with a focus on quality underwriting and a paperless agenda.