Claims Leader - Casualty

We are looking for a Claims Leader based in Ottawa to grow and lead our team of adjusters in Eastern Ontario! You will lead the day to day operation and development of a team of Adjusters and report to on of our Senior Leaders in a role that requires a unique mix of technical, customer and coaching skills!

You will be responsible for a specific stream and area of focus while supporting the team’s financial, strategic and people goals.

You will :

Coach and develop the best possible talent to strengthen our business (hire and retain talent)

Understand and know your people, support and develop their capability in the role and work with them to support career aspirations (handle performance, training & career)

Understand and apply risk management controls proportionately

Partner with the Protect leadership team to drive the people engagement plan for the national LOB

Leads a team of Claims handlers

Look for new and incremental ways to improve things every day for the customer

Be accountable for the operation’s financial health (productivity, budget, quality)

Does this sound like you? If so, read on!

What you'll do :

Lead positively, develop harmony and strong partnerships

Handle performance issues and assess and evaluate performance

Have honest, constructive conversations with your people, set clear direction and goals giving frequent, honest, clear and constructive feedback to improve their performance and achieve the business goals.

Clearly articulate and effectively communicate the link between our business, our goals, the strategy and customer

Demonstrate and share an expert understanding of the end to end claims' experience

Take full responsibility for the results of your team, how they contribute to the overall performance, and understand the consequence and impact of key decisions you make

Accountable for the management and oversight of significant indemnity reserves and spend for the LOB

Behavioral / Leadership Requirements

Have a can do demeanor

Set and encourage others to achieve high standards.

Plan and prioritize work; exploit systems, technology and establish clear objectives to deliver business goals.

Support and own discussions inspiring change where required

Be in the work to understand your people’s capability, your team’s performance

Managing Yourself

Build a favorable and professional environment which inspires confidence and respect.

Set an example by walking the talk.

Act consistently with Aviva values.

Strategic Management

Actively participate in strategy formulation within the Ontario Protect Team

Bring a digital first and customer centric approach

Support the implementation and planning of enterprise and National Casualty Claims initiatives, ensuring delivery of LOB requirements

Leverage systems and technology to enable streamlined process and improve efficiency and productivity

Lead with Data

Collect and analyze information and ideas to understand how your people are performing and initiate improvement using that data through to execution.

Challenge with objectivity.

Makes clear decisions appropriate to the role and suggest solutions to issues raised.

Make decisions using data, observe the environment to identify performance blockers / barriers.

Identify the bottlenecks, blockers, barriers and root cause of waste in the system

Leverage the data, insight and expertise of the frontline to determine how we improve our overall performance and results.

Performance Measurement and Management Control

Understand key financial and operational drivers of performance and how they impact the daily operation of the team to ensure we remain financially strong and deliver year on year improvement in our business performance

Support development of the strategic direction i

Use metrics, dashboards and financial / nonfinancial KPIs to enable effective performance management

Bring to light operational and financial challenges and raise discussions within the senior leadership team suggesting course corrections where necessary

Ensure a focus on expense management discipline

Governance / Risk

Ensure deployment of controls across the business that are effective at preventing undesirable risks and are used to find opportunities for performance management, training and overall governance within the operation

Align processes and priorities with those of the business and maintain flexibility in adapting processes to meet the business’s changing needs

Identify and report on any suspicions of fraud or financial irregularities in line with existing Aviva procedures

Leading Change

Proactively identify and raise debate about opportunities.

Support team members and colleagues and maintain commitment through periods of change.

What you'll bring :

A proven track record in Ottawa and Eastern Ontario jurisdictions.

Leadership experience in an operational, Claims or Call Centre environment

Professional Insurance qualification such as CIP / FCIP designation preferred

University degree preferred

Possess strong influencing skills and is a natural leader

Organizational awareness and political sensitivity

Excellent relationship builder and communicator with proven leadership and motivation ability

Ability to support multiple initiatives in a structured and controlled framework

Sound understanding of financial, strategic and performance management processes

Consistent track record to embrace and lead change, be highly adaptable and flexible, decisive and display excellent judgment

What you’ll get

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

Our vacation package starts at 4 weeks + the opportunity to buy an extra week.

Exceptional Career Development opportunities.

We’ll support your professional development education

Hybrid working 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.