Job Description

Experience Aviva

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. 

At Aviva Canada, we put people first, our employees, our customers, and our communities. We’re proud of a culture built on care, inclusion, and collaboration, where your voice matters and your growth is supported. We’re not just about insurance; we’re about making a real difference by protecting what matters most.

The opportunity

Working with a team supporting our Appraisal teams, including Technical Specialists and field and desk appraisers, the successful candidate will lead, motivate and support their people in the delivery of customer-focused service.

Come join our team!

What you'll do

• Establishes a customer first culture, actively coaching team members in delivering a superior customer experience.

• Keep staff informed of all changes in appraisal procedures and anti-fraud initiatives.

• Review all claims transactions for accuracy and provide authority within designated limits.

• Responsible for building team’s skill, capability and development of action plans to close knowledge or experience gaps.

• Effectively advises and delivers on expectations with claims escalation matters and ensures they and the team provides prompt, proactive and efficient customer service.

• Meet National Appraisal performance expectations that are set on an individual and team basis and contributes to the overall team success.

• Completes ongoing ride alongs, file audits and claim reviews.

• Accountable to ensure direct reports are in compliance with required service level targets and standard operating procedures.

• Effectively coaches team to collaborate as one Claims team to meet the customer’s needs.

• Works jointly with the Senior Claims Leader to establish and lead claims initiatives when applicable.

What you'll bring

• Continuously improve the system and enable our people to be brilliant for the customer

• Run workflow in and out of the system to meet customer demand

• Champion a systems thinking approach across the team

• Can be credible and know how to handle an appraisal, from start to finish

• Continuously identify, measure and develop the performance of individuals, the team and the system using data

• Observe from within the work how the current system works to reduce failure, remove waste and improve our methods

• Is skilled at handling People, our policies and practices

• Provide guidance, coaching and support to our people, developing them to be the best they can be

• Have brilliant two-way conversations that are honest and transparent

• Develop, manage and maintain relationships with internal and external partners

What you’ll get

• The salary band for this position ranges from $90,000 to $115,000. Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity.

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

• 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.

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.

#LI-MP1 #LI-Hybrid