National Service Lead, High Net Worth

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.

We seek an upbeat, experienced National Service lead for our High Net Worth Underwriting team. Reporting to the VP of personal Insurance, this role has national accountability to ensure a continuous and effective service operation from a people, infrastructure, risk, governance, and optimization perspective in our High Net Worth Underwriting team.

Come join our team!

What you'll do

Lead a group of Front Line Managers to drive continuous improvement, consistency and standard methodologies

Lead and be accountable for the end-to-end customer and broker experience through our underwriting teams to provide a first point-of-contact solution for our partners.

Create spaces for the team to focus on the customer and provide positive customer outcomes

Maintain a high level of accuracy and product knowledge as required in a cross-line, cross-brand SPI team.

Collaborate and be a centre of influence for HNW operations, working with other internal and external partners

Actively promote a positive and proactive culture as a member of the SPI senior leadership

Deliver an annual VOA score of 85% or higher

Develop talent within the Underwriting teams to strengthen bench strength and create succession planning

Ensure product and / or business changes that impact the team are fully understood, adequately trained, and rolled out in an orderly and structured fashion

Motivate and influence others to adopt a first-call resolution mindset

Leverage existing infrastructure across PI to gain efficiencies and improve ways of working

Continually seeks to improve efficiency and enhance broker service and experience

Is actively engaged with Front Line Teams to complete Root Cause Analysis for any service-related issues and required improvements

Review, handle and resolve customer complaints for the HNW business, liaise with the Ombudsman Office

Identify control improvements in our risk culture to ensure we are aligned with the overall culture of Aviva, especially as it pertains to our underwriting, service, and customer control environment

Apply existing monitoring tools, identifying areas of opportunity and implementing solutions. Creating and implementing action plans to address areas of opportunity

Systems Thinking Champion with a directive to drive this model into all aspects of the business

Accountable for the Customer Experience in product and systems design, execution and marketing

Represent all business functions from a staffing capacity (complete effective capacity planning) and budgeting point of view

Provide Operational sign-off for all Product and System changes that impact the Service

Intake and assess the operational impact from portfolio transfers, broker, and distribution requests for assistance, establishing workflows and timelines

Lead and influence the Training and Development team to ensure we are coaching to areas with the most need, including updating and refreshing all internal resources (internal sites, updated processes, etc.)

Identify and implement workflow changes, including workload distribution and assigned functional service level agreements.

Travel to Aviva offices Nationally, as appropriate and when required

What you'll bring :

Bachelor's degree in business, finance, accounting, law or other related field or equivalent experience.

Insurance designation (CIP or FCIP) is preferred.

Minimum of 10 years’ experience in the P&C insurance industry.

10 years of insurance underwriting experience with strong technical skills

5 years of leadership experience in an underwriting team, cross-functional (offline and call center environment)

Excellent interpersonal skills and strong communication

Strong decision-making and analytical skills

High degree of collaboration, negotiation and influencing skills

Leadership and team management skills with shown mentorship for performance skills

Ability to apply basic project management methodology to the management and / or support of change initiatives

Superior customer and results focus

Strong presentation skills

Excellent organizational skills, ability to prioritize

Change leadership skills and support to assist in the implementation of change

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.

Exceptional 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

Additional Information : 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.