Front Line 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.

The Opportunity
We have an exciting opportunity in our Property Claims team as a Front Line Leader.

Aviva recognizes the importance of being flexible and the benefits of being together. This role follows our hybrid work model and requires a minimum 50% in-office presence, supporting collaboration, coaching, development, and team engagement while offering flexibility for employees.

You will lead the day-to-day operation and development of a team of frontline claims handlers and report to one of our Senior Leaders in a role that requires a unique mix of technical expertise, customer focus, leadership, and coaching skills.

We’ll need you to build an environment where people can do the best work of their lives while helping them realize their full potential in their current roles and future career aspirations. You will identify opportunities and collaborate across teams to improve the conditions that impact customer outcomes, employee experience, and business performance.

You will communicate effectively with confidence, curiosity, courage, and collaboration, creating a clear vision of required outcomes and helping your team understand how they contribute to achieving them.

Does this sound like an exciting challenge? Come join our team!

What You’ll Do
People Leadership & Team Development

Identify, assess, develop, and retain the best possible talent to strengthen our business.

Understand and support our people by providing coaching, training, and development opportunities while helping them achieve their career aspirations and performance goals.

Have honest and constructive conversations, set clear expectations, and provide frequent, timely, and actionable feedback.

Lead effectively and positively through change initiatives and business transformation.

Understand and apply risk management controls proportionately.

Foster technical excellence across the claims team by building file handling capabilities, sharing best practices, providing mentorship, and creating opportunities for ongoing learning and development.

Invest in your own leadership growth and continuous development to enhance your ability to support strategic priorities, operational excellence, and employee success.

Operational & Performance Effectiveness

Create an environment dedicated to exceptional customer outcomes and champion continuous improvement in service delivery.

Use data and insights to understand team and business performance and drive improvement initiatives through execution.

Assist in identifying root causes of customer demand, waste, and process failures within the business unit.

Remain actively engaged in the day-to-day operation to understand employee capability, team performance, and customer impacts.

Make decisions using data while identifying barriers to performance and opportunities for improvement.

Partner with frontline employees to improve overall performance, business results, and the customer experience.

Participate in the Quality Assurance program for your team and ensure development opportunities are addressed promptly and effectively.

Fully understand and mitigate claims risks under your accountability while ensuring compliance with internal and regulatory requirements.

Take ownership of your team's results, understanding how…