Retail Underwriting Ops Leader - Home, Auto/Lifestyle

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/University degree, CIP designation, or an equivalent combination of education and insurance experience. Completion of, or progress toward, a CIP designation is preferred. 

• Minimum 7 years of underwriting experience in Home and Auto insurance; experience across multiple provinces is considered an asset. 

• Previous leadership experience with demonstrated success coaching, developing, motivating and managing the performance of employees. 

• Experience in a P&C operational environment, preferably within a contact centre or high-volume underwriting environment. 

• Experience with Recreational/Lifestyle products is considered a strong asset. 

• Broad knowledge and understanding of Personal Lines insurance and underwriting. 

• A demonstrated ability to make sound underwriting decisions while balancing customer experience, broker relationships, risk acceptability and business profitability. 

• Proven ability to lead and support change initiatives, engage stakeholders and help employees successfully navigate change. 

• Strong written and verbal communication skills, with the ability to build effective relationships and drive results through collaboration. 

• Strong problem-solving and decision-making capabilities, with the ability to effectively resolve business, broker and customer concerns. 

• Experience managing team capacity and resources to meet current and future business demands. 

• Ability to use data, performance results and operational insights to support decision-making and identify opportunities for improvement. 

• A collaborative leadership style with a commitment to building a high-performing, inclusive and engaged team. 

• Ability and willingness to work within Aviva’s hybrid model, including a minimum of three days per week in the Calgary office. 

What you’ll get

• Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.  OR

The salary band for this position ranges from 70 – 90K plus applicable bonus. Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity.

• Hybrid flexible work model.

• Outstanding career development opportunities.

• We’ll support your professional development education.

• Competitive vacation package with the option to purchase 5 extra days off per year. 

• Employee-driven programs focused on gender, LGBTQ+, origins, diversity, and inclusion. 

• Corporate wellness programs to support our employees’ physical and mental health. 

• Employee discount on home and auto insurance (where applicable).

This job advertisement is for an existing vacancy which has been posted both internally & externally.

Aviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.

Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment. If you require accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged.