Retail Underwriting Ops Leader (Home, Auto/ Lifestyle) at Aviva in Calgary, AB

Job description

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. We are looking for an upbeat, customer-focused and experienced leader to join our Retail Underwriting team in Calgary, Alberta , leading a team of underwriters supporting Home, Auto and Recreational products. This is a hybrid leadership role, with an expectation of working a minimum of three days per week in the Calgary office. In-person presence is an important part of this role, providing opportunities to coach and develop employees, strengthen collaboration, build relationships and foster a connected and highly engaged team environment. As the Underwriting Operations Leader , you will be responsible for the leadership, development and performance of a team of underwriters. You will ensure the team consistently delivers high-quality underwriting decisions while providing an exceptional experience for our brokers and customers. You will coach, counsel and develop employees, provide technical guidance, manage performance and create an environment where team members feel supported, recognized, accountable and empowered to succeed. You will also play an important role in driving operational excellence, supporting change initiatives, managing team capacity and identifying opportunities to improve underwriting processes and business outcomes. Above all, your focus will be to ensure the team provides our brokers and customers with a world-class experience that sets Aviva apart from the competition. Come join our team! What you’ll do Lead, coach and develop a team of Retail Underwriters supporting Home, Auto and Recreational insurance products. Foster a collaborative, inclusive and highly engaged team environment through a strong and consistent leadership presence, both virtually and in the Calgary office a minimum of three days per week. Drive the achievement of key Aviva strategies related to broker service, customer satisfaction, underwriting quality, risk acceptability and profitability. Coach, counsel and develop team members to achieve strong individual and team performance while maintaining high-quality underwriting standards. Provide regular performance coaching, feedback, recognition and development opportunities that motivate and inspire employees to achieve their full potential. Evaluate employee performance and complete performance reviews for assigned team members. Ensure adherence to established underwriting guidelines and practices to build and maintain a profitable book of business. Communicate changes to underwriting practices, business priorities and operational workflows clearly and effectively. Identify opportunities to improve the broker and customer journey, underwriting processes and overall business outcomes. Lead and support change initiatives within the team and broader underwriting function, leading by example and helping employees successfully adapt to change. Develop and strengthen broker relationships while supporting business growth and service excellence. Collaborate with cross-functional partners and underwriting leaders to ensure consistent and effective underwriting practices. Analyze workload and business volume trends, forecast capacity requirements and optimize resource allocation to support service expectations. Develop contingency plans to respond effectively to changing workloads, business volumes and staffing levels. Monitor key performance indicators, underwriting quality and team performance, using data and operational insights to identify trends and continuously improve results. Participate in recruitment, talent development and salary review/recommendation processes in accordance with organizational standards. Travel may be required a few times per year to support business needs, collaboration and team initiatives. Flexibility may be required to support changing operational and business needs. What you’ll bring College/U