National Service Lead, High Net Worth
3 weeks ago
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 teamWhat you'll doLead a group of Front Line Managers to drive continuous improvement, consistency and standard methodologiesLead 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 outcomesMaintain 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 partnersActively promote a positive and proactive culture as a member of the SPI senior leadershipDeliver an annual VOA score of 85% or higherDevelop talent within the Underwriting teams to strengthen bench strength and create succession planningEnsure product and/or business changes that impact the team are fully understood, adequately trained, and rolled out in an orderly and structured fashionMotivate and influence others to adopt a first-call resolution mindsetLeverage existing infrastructure across PI to gain efficiencies and improve ways of workingContinually seeks to improve efficiency and enhance broker service and experienceIs actively engaged with Front Line Teams to complete Root Cause Analysis for any service-related issues and required improvementsReview, handle and resolve customer complaints for the HNW business, liaise with the Ombudsman OfficeIdentify 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 environmentApply existing monitoring tools, identifying areas of opportunity and implementing solutions. Creating and implementing action plans to address areas of opportunitySystems Thinking Champion with a directive to drive this model into all aspects of the businessAccountable for the Customer Experience in product and systems design, execution and marketingRepresent all business functions from a staffing capacity (complete effective capacity planning) and budgeting point of viewProvide Operational sign-off for all Product and System changes that impact the ServiceIntake and assess the operational impact from portfolio transfers, broker, and distribution requests for assistance, establishing workflows and timelinesLead 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 requiredWhat 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 skills5 years of leadership experience in an underwriting team, cross-functional (offline and call center environment)Excellent interpersonal skills and strong communicationStrong decision-making and analytical skillsHigh degree of collaboration, negotiation and influencing skillsLeadership and team management skills with shown mentorship for performance skillsAbility to apply basic project management methodology to the management and/or support of change initiativesSuperior customer and results focusStrong presentation skillsExcellent organizational skills, ability to prioritizeChange leadership skills and support to assist in the implementation of changeWhat 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 yearEmployee driven programs focused on gender, LGBTQ+, origins, diversity and inclusionCorporate wellness programs to support our employees' physical and mental healthHybrid flexible work modelAdditional 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.SummaryLocation: MarkhamType:
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