Property Claims Technical Coach

Job description

Position Overview

The Property Claims Technical Team Coach is responsible for the building of technical and service level capabilities within the Property Claims team driving an exemplary customer experience through customer service, leveraging the product to address the customer’s claim and ensuring that the claim process is as efficient and effective as possible for the customer.

Accountabilities

People manager & architect:

• Dedicated coach to specific Property Claims teams and/or team members
• Foster a coaching culture through building a rapport with the Property Claims team and creating an open, inviting environment that encourages members of the team to seek advice and guidance when required.
• Create effective coaching strategies including appropriate and a variety methodologies in coaching
• 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 Property Claims operation employees, identify gaps in capability and implement measures to address capability gaps and closely liaising/leveraging the FLMs and Learning and Development when necessary.

Operational & performance effectiveness:

• In conjunction with the Property Claims Leadership, technical oversight over all property claims.
• Maintain line of sight for potential bad faith exposures
• Provide subject matter expertise to other core business and enablement functions including product development and underwriting.
• Assist in maintaining a panel of experts used in the investigation and litigation of property claims
• Prepare monthly activity and performance reports as required
• Create an environment dedicated to exceptional customer experiences and outcomes and champion the improvement to service.
• Coach in a manner that allows for self-discovery and reflection of team members.
• Engage team members in side by side coaching to grow capabilities and close any knowledge gaps.
• Recommend targeted job shadowing opportunities/on-the-job experiences.
• Partner with the FLM to uncover strengths and opportunities within the team and create wider learnings.
• Use data, insight, and expertise to determine how to improve overall performance, results and the customer’s journey and initiate improvement activity through to execution
• Participate in the Quality Assurance Program for team and identify and ensure any remediation is addressed in a timely and effective manner.  This includes performing quality file reviews.
• Utilize the Quality Framework to measure employee technical performance including appropriate settlement authority levels and measuring the improvement over time of the overall (as well as individual) level of technical bench strength.
• Provide technical settlement authority to file handlers in conjunction with the FLMs where reasonable and effective to do so.
• Ensure effective use of technology, tools and resources for effectiveness in the customer experience in addition to efficiencies in performing the work.
• Demonstrated commitment to developing personal coaching skills.
• Identify key training opportunities.
• Identify and actively participate in systems thinking (value/waste).
• Identify and report property claims risks
• Ensure Property Claims operation compliance with local regulations

Business & financial acumen:

• Assist with oversight and accountability to ensuring that the 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 file
• Maintain the accuracy and integrity of personal and financial information captured in Aviva systems
• Identify and report on any suspicions of fraud or financial irregularities in line with existing internal and external requirements and procedures

Innovation:

• Monitor legislative/regulation changes, emerging issues, case law, global best practices and communicate to team
• Identify opportunities to improve the customer journey, the claims experience, handling processes and financial outcomes for our business
• Lead change initiatives for the team and business function as required

Required Knowledge, Skills & Experience

• CIP or FCIP Industry designation or other relevant professional insurance qualification
• University Degree or College Diploma or equivalent Property technical work experience
• Minimum 10 years of previous experience working in Claims/insurance industry with a strong knowledge of Property claims
• Demonstrated experience of leading people through change
• Performance management and career development of others
• Demonstrated knowledge of and experience in applying corporate finance practices
• Demonstrated experience in a ‘learning and development’ and/or ‘coaching’ environment.
• Experience using Xactanalysis, Audatex, Edjuster, Guidewire ClaimsCenter
• Technical competence in Personal and Commercial insurance
• Demonstrated leadership abilities, coaching and team-building skills
• Excellent verbal and written communication skills
• Strong communication skills – ability to communicate diplomatically and empathetically
• Computer proficiency; Excel, Word, PowerPoint, Outlook
• Superior analytical, problem-solving and decision-making skills
• Ability to adopt business strategies and manage ongoing changes
• Ability to gain insight from data to improve the performance of team
• Sound decision-making and problem solving skills
• Valid driver’s license
• Mobility across Canada
• Flexible to accommodate stakeholders in time zones across Canada

Aviva Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process. If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Talent Acquisition Partner who will consult with you to determine an appropriate accommodation.