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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.
As the AVP, Service & Experience, you will put the customer at the heart of what we do, driving a step change in customer experience across the end-to-end service & experience value chain.
As a key member of the RBC Distribution & Direct Leadership Team, you will have the chance to create and deliver the customer service experience strategy for the RBC partnership, a $1.1bn line of business, and work closely with internal and external colleagues, acting as the conduit for all service and customer experience matters for Aviva’s largest partnership.
Join a purpose driven winning team, committed to results, in an inclusive and impactful culture.
Come join our team!
What you’ll do:
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Working with internal and external colleagues, develop and implement strategic plans which improve operational performance and are aligned to our Partnership strategy and overall business objectives.
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Lead national strategic initiatives that drive innovation and continuous improvement creating a market leading end-to-end customer experience, challenging industry norms while supporting the achievement of our financial goals.
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Accountable for client experience across all partnership distribution channels for acquisition, service, and client retention, including digital client experience.
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Take ownership of critical service and operational KPI’s, maintaining a high standard of service delivery, which align to our partners brand and cultural practice.
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Work across a range of functions including Claims, Underwriting, Billing and Technology, managing a pipeline of enhancements for our partner that improve operational efficiency.
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Works closely with internal customer experience and digital leadership of both Aviva, Direct, and RBC to drive a compelling customer service proposition across the partnership for both online and offline channels.
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Acts as the primary point of escalation for service issues between Aviva and RBC, and lead on successful resolution of these issues.
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Is a digital and automation champion for our business driving a digital first mind-set for all transactions, including growing paperless adoption.
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Accountable for customer risk, which includes agent conduct risk and collaborating with our partners on improving quality assurance practices, and monitoring.
What you’ll bring:
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A high performance, results orientated, great teammate work ethic.
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The ability to get things done, at pace, with a customer first mentality.
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5-7+ years related experience within the property and casualty insurance industry, including exposure to operational sales and servicing environment
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Experience in Claims is an asset
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Excellent relationship skills
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Ability to influence and empower multi-disciplinary teams on a day-to-day basis
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Ability to manage quality and application of effective organizational change skills, tools and techniques
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Strong oral and written communication skills and effective presentation techniques
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Strong customer / relationship development skills
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Ability to manage to key business metrics
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Ability to “think out of the box” and develop innovative and creative solutions
What you’ll get:
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Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
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Outstanding Career Development opportunities.
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We’ll support your professional development education.
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Competitive vacation package with the option to purchase 5 extra days off per year
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Employee driven programs focused on gender, LGBTQ+, origins, diversity and inclusion
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Corporate wellness programs to support our employees’ physical and mental health
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Hybrid flexible work model
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.
Location: Markham, ON
Application Deadline: 24th July 2024
HOW TO APPLY FOR THE JOB ROLE
Click Here to Submit your Application on the Company’s Website
