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 are seeking a dynamic and experienced leader to join our Lifestyle Underwriting department as the Team Leader in Western Canada. This role is pivotal in driving excellence in underwriting practices, fostering a high-performance culture, and ensuring the delivery of consistent, high-quality risk assessments aligned with our company’s values and strategic goals.

As the Lifestyle Underwriting Team Leader, you will oversee a team of skilled underwriters, providing mentorship, technical guidance, and performance management. You will play a key role in shaping underwriting strategies, optimizing workflows, and collaborating cross-functionally to support innovation and continuous improvement in our underwriting approach.

This is an exciting opportunity for a results-driven professional with a passion for leadership, a deep understanding of lifestyle products, and a commitment to delivering exceptional service and risk management outcomes

The leader's directive is to ensure the team provides our brokers with a world-class customer experience that sets Aviva apart from the competition. 

Come join our team!

What you'll do:

You will be passionate about improving customer happiness whenever contact is made with the Lifestyle Underwriting Contact Center. Fully responsible for the leadership, development and coaching of a team of Underwriting team members, ensuring that underwriting customer service standards are met and exceeded. As a partner to a strong national brand, and official representative of Aviva, our department is expected to deliver an extraordinary broker experience.

Responsible for the achievement of key Aviva strategies for broker service delivery, customer satisfaction, risk acceptability and profitability

You will have the opportunity to coach, counsel, and develop team members to achieve maximum performance and superior quality in underwriting and ensure Broker experience aligns to our business objectives.

Your ability to demonstrate rewards and recognition programs to drive strong results will motivate and inspire others.

Evaluate employee performance and conduct performance reviews for assigned team members.

Implement and adhere to established underwriting guidelines and practices to establish, build and maintain a profitable book of business.

Ability to deliver clear communication to employees on changes and updates in operational workflows

Flexibility is necessary as candidates will be required to travel few times per year

Identify opportunities to improve the broker/customer journey, the underwriting handling processes for Lifestyle along with the financial outcomes for our business

Lead change initiatives for the team and business function

Team player but self-motivated and willing to train/mentor junior members of the team

Develop and implement strategic plans to enhance broker relationships and drive business growth.

Collaborate with cross-functional teams to ensure seamless integration of underwriting processes and broker services.

Work with your leader to analyze workload trends and forecast future capacity needs to optimize resource allocation

Develop contingency plans to address unexpected changes in workload or staffing levels.

Track and report on key performance indicators related to team performance and the quality of work delivered to inform decisions.

What you'll bring:

University Degree, CIP (preferred) or equivalent work experience in insurance.

Previous experience in leadership, coaching and mentoring a team and demonstration of leadership and coaching capabilities

Minimum 7 years of underwriting experience in the Home & Auto insurance industry (exposure to various provinces considered an asset)

Broad knowledge and understanding of Personal Lines insurance and Underwriting. (Preferred experience with Lifestyle recreational products)

Demonstrates the ability to apply foundational project management principles to support and lead change initiatives—championing change through example, fostering stakeholder engagement, and cultivating a culture of adaptability

Experience in a call center / contact center environment

Commitment to sound underwriting decisions, exceptional customer experience, and fostering a highly engaged team environment

Strong written and verbal communication skills with solid ability to build effective relationships with teams and drive results through collaborative approach with stakeholders

Solid ability to handle and resolve business and customer problems

Participation in recruitment and salary review/recommendation process in accordance with organizational standards

Develop and manage capacity plans to ensure the underwriting team can meet current and future workload demands efficiently

Utilize data analytics to drive decision-making and optimize underwriting strategies

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

Please note that we may use AI tools to help us through the recruitment process. This is a new position which has been posted both internally & externally.

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.

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