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.
In this role, we need an outstanding individual, to join our Partnerships Team. We need expertise and leadership to evolve Aviva Canada’s Partnerships.
We are looking for someone who:
- Acts as a conduit between Aviva and our partners to drive the plan for service and customer in the partnership.
- Manages the end-to-end customer service experience/proposition of the partnerships by holding key collaborators to account on service delivery across business divisions
Come join our team!
What you’ll do:
- 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 working across Claims, UW, Billing and technology
- Drive continuous improvement in quality of underwriting and technical capability of Sales Advisors
- Working 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 that there is 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
What you’ll bring:
- 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
- Shown ability to apply service principles while maintaining appropriate situational flexibility and pragmatism
- Strong relationship and expectation management skills
- Ability to influence and motivate multi-disciplinary teams on a day-to-day basis
- Ability to manage quality and application of effective change management skills, tools and techniques
- Strong oral and written communication skills and effective presentation techniques
- Strong customer / relationship development skills
- Ability to manage to key business metrics
- Ability to "think out of the box" and develop innovative and creative solutions
What you'll get
- The salary band for this position ranges from $150,000 to $180,000. Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity.
- 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.
- Employee discount on home and auto insurance (where applicable).
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.
