The Analyst, Complex Loss and Technical Standards is responsible for the management of Complex Property Claims by ensuring that our customers receive the highest level of customer service on these types of losses combined with consistent technically sound supervision and oversight, investigation and adjustment of these claims, with the requisite financially responsible indemnity and expense management.
This includes providing technical coaching and mentoring to our internal file handlers and Front Line Managers and being a technical resource for the Property Claims department.
People manager & architect
Be the technical supervisor on Complex Property Claims for the file handler and Front Line Manager
Directly examine our most severe Complex Property Claims generally that exceed $500,000 for commercial lines and $1 million for personal lines.
Coach and mentor technically the Property Claims’ teams
Foster a culture of transparency and trust
Support claim handlers and Front Line Managers with technical questions, trouble-shooting claim issues and assist handlers in the development of claim strategies
Assist Complex Claims Management Team with evaluating overall technical capability of Property Claims operation employees, identify gaps in capability and make recommendations.
Assist to monitor and validate individual financial and technical authority levels within Property Claims operation that map to the individual employee’s technical skills and capabilities
Operational & performance effectiveness
Assist to establish and administer technical policies, procedures and guidelines related to reserving, indemnity management, litigation and decision, and settlement authority for property claims
Technical oversight over all property claims litigation by leading decision committee meetings and overseeing decisions to commence, defend or resolve litigation
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 investigation, quantification, analysis, and adjudication of complex property losses over $250,000
Maintain a panel of experts used in the investigation and litigation of property claims
Contribute to an environment dedicated to exceptional customer outcomes and champion the improvement to service
Participate in the Quality Assurance reviews from time to time. Utilize the Quality Framework to measure employee technical performance
Identify and report property claims risks
Ensure Property Claims operation compliance with local regulations
Business & financial acumen
Directly responsible for supervision of reserves on Complex Claims assigned to them ensuring that our Property Claims Reserving Philosophy is adhered to.
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
Monitor legislative / regulation changes, emerging issues, case law
Identify opportunities to improve the customer journey, the claims handling processes and financial outcomes for our business
Support 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 15 years of previous experience working in Claims / insurance industry with a strong knowledge and focus on Property claims
Demonstrated experience in technical coaching and mentoring other team members
Demonstrated knowledge of and experience in applying corporate finance practices
Demonstrated experience managing large loss property claims (personal and commercial lines), including litigation
Demonstrated experience in searching and analysing case law using various sources
Demonstrated experience in developing business cases for the recommendation of significant claims payments and establishing reserves
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
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.