Front Line Leader - Auto Claims Appraisal

About the role

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!

Responsibilities

• 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.

Requirements

• 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.
• #LI-MP1 #LI-Hybrid

Benefits

Additional Information

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.

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