Vendor Relationship Manager - Property Claims

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.

Do you aspire to drive continuous and steady improvement of our vendor KPI’s and to serve as the primary interface for vendor relationships? Our vendors are an extension of Aviva and directly contribute to the overall customer experience, this role focuses on managing risks associated with vendor outsourcing, using data to deliver successful business outcomes and identify areas of opportunity. Does this interest you?

If so, read on!

• Be the point of contact for vendor-related inquiries
• Track, develop and analyze data to assess vendor performance; identify trends and gaps so as to steadily improve business metrics such as NPS, cycle time and indemnity spend
• Resolve appropriate vendor coverage
• Use financial data to identify, assess and propose savings opportunity and build detailed business plans outlining business recommendations
• Assist with the resolution of vendor related complaints and disputes
• Provide operational oversight for negotiations of vendor agreements, SLAs and contract evaluations in conjunction with Procurement, Aviva Legal and applicable cross-functional teams and ensure that strategy activities include supplier governance
• Conduct quality assurance reviews as required and share findings with the appropriate parties
• Lead the development of tools and templates to support the ongoing strategy
• Ensure accurate and impactful risk identification, evaluation, continuous monitoring and escalation protocols to support management of vendor relation/management deficiencies and mitigation of client and operational risk
• Regularly evaluate and assess vendor relationships and contracts, based on ongoing needs, to ensure efficient value, quality and innovation
• Coordinate vendor-related efforts during catastrophic events with a focus on proactivity and speed while ensuring specific reporting needs are being met
• Act as a Change Champion, drive continuous improvement of vendor performance and engage the community for feedback
• Participate in in-person Client and team meetings (approximately 25% travel is required)

• 3+ years in a Relationship Management, Vendor Management, Account Management, or similar roles
• Knowledge of French and English is an asset, both verbally and in writing, with our customers, partners and other Aviva teams located across Canada
• Previous experience in property restoration or property claims handling is preferred
• Preferably, possesses a university degree in business, finance or other related field
• Operational Improvement and/or Project Management certification preferred
• Significant metric/result-driven mentality, with a bias for speed and action
• Strong analytical skills, with the ability to translate data into insights
• Proficient with Excel and Power Point
• Your approach is positive
• Understanding of finance fundamentals
• Proven track record of delivering major and balanced financial savings and customer experience improvements
• Validated sophisticated leadership skills
• Validated courage and self-confidence
• Ability to mediate conflict and resolve issues with by identifying alternative solutions
• Strong change management skills and comfortable evolving in an environment where change is the norm

• Please note that individual salary is determined by…