Property Claims Technical Coaching Lead

Toronto, Ontario, ca
Company: Aviva
Published on 2021-04-28 08:30:46
We are looking for a Claims Technical Coaching Lead to join our team and be responsible for leading our technical coaches in executing on our strategy of building the technical capabilities within the Property Claims Attrition teams. In this role, you will help us to drive an exemplary customer experience balanced by management and control of our indemnity and expense spend maximizing data analytics to support the plan.Come join our team!What you'll do:Cultivate a coaching culture through building a rapport with our adjusting team and creating an open, inviting environment that encourages members of the team to seek advice and guidance when and where appropriately required.Assist with the creation of effective coaching strategies for the Attrition Team in alignment with other Property and Specialty technical coaching teams.Assist Senior Management to Identify, recruit and retain resources with the appropriate technical capabilities and customer focus to strengthen our business.Manage staff performance plans, objectives and goals; coach and mentor their team.Ensure team has the capability to support claim handlers with technical questions, trouble-shooting claim issues and assist handlers in the development of effective disposition strategies on specific files.Evaluate overall technical capability of Attrition Property Claims operation team members, identify gaps in capability and implement plans and measures to address capability gaps and closely liaising/using Learning and Development when necessary.Operational & performance effectiveness:Create an agile plan to drive our strategy in development of technical capabilities through a variety of methodologies.Maintain line of sight for potential bad faith exposures.Provide subject matter expertise to all core business and enablement functions (e.g., Government Relations, Reinsurance, Broker Distribution, Underwriting, Actuarial, Communications, etc.) across Aviva.Ensure the effective coverage analysis, investigation, quantification, analysis, and adjudication of all property losses.Assist in maintaining a panel of specialists used in the investigation and litigation of claimsPrepare monthly activity and performance reports as requiredCreate an environment dedicated to exceptional customer experiences and outcomes and champion the improvement to service through application of systems thinking.Use data, insight, and expertise of team to determine how to improve overall performance, results and the customer’s journey and initiate improvement activity through to executionParticipate in the Quality Assurance Program for team and identify and ensure any remediation is addressed in a timely and effective manner.Utilize the Quality Framework to measure employee technical capability performance including appropriate settlement authority levels and measuring the improvement over time of the overall (as well as individual) level of technical bench strength.Identify and report property claims risks, and implement risk mitigation plansEnsure compliance with local regulationsEnsure the implementation of and execution of the Property Technical Team Capability improvement planCreate and develop technical resources/guidelines as gaps in resources are identified.Business & financial acuity: Oversight and accountability to ensuring that the Attrition Property Claims team achieves their goals as it relates to indemnity and expense spend targets and initiatives including reserving adequacy.Expert knowledge of the claims experience while understanding the technical strategic direction for the claims fileMaintain the accuracy and integrity of personal and financial information captured in Aviva systemsIdentify and report on any suspicions of fraud or financial irregularities in line with existing internal and external requirements and proceduresInnovationMonitor legislative/regulation changes, emerging issues, case law, standard methodologies affecting Attrition Teams and communicate to teamFind opportunities to improve the customer journey, the claims experience, handling processes and financial outcomes for our businessLead change initiatives for the team and business function as requiredWhat you'll bring:CIP or FCIP Industry designation or other relevant professional insurance qualificationUniversity Degree or College Diploma or equivalent Property technical work experienceDemonstrated prior Leadership Experience (2 years)Minimum 10 years of previous experience working in Claims/insurance industry with a solid understanding of Property ClaimsDemonstrated experience of leading people through changePerformance management and career development of othersDemonstrated knowledge of and experience in applying corporate finance practicesDemonstrated experience in a ‘learning and development’ in addition to a ‘coaching’ environment including strategy development in this area.Experience using CoreLogic, Audatex, Edjuster, Guidewire ClaimsCenterTechnical competence in Personal and Commercial insuranceApplication of Systems thinking principles.Demonstrated leadership abilities, coaching and team-building skillsExcellent verbal and written communication skillsStrong communication skills – ability to communicate respectfully and empatheticallyComputer proficiency; Excel, Word, PowerPoint, OutlookSuperior analytical, problem-solving and decision-making skillsAbility to adopt business strategies and manage ongoing changesAbility to gain insight from data to improve the performance of teamSound decision-making and problem solving skillsValid driver’s licenseMobility across CanadaFlexible to accommodate partners in time zones across CanadaWhat you’ll get Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.Outstanding Career Development opportunities.We’ll support your professional development education.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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