Manager, Office Of The Ombudsman

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.
Aviva Canada is looking for our next Office of the Ombudsman, Manager and reporting directly to our Ombudsman at Aviva Canada. This position will assist with leading all aspects of compliance with all regulatory requirements involving complaint management across all provinces and distribution systems. This individual is accountable for acting as a trusted intermediary between the complainant and all departments within Aviva and to ensure that the Complaint Investigators within this office act likewise.
The purpose of the role is to assist the Ombudsman with all complaint-related regulatory filings. The Manager will lead the day-to-day monitoring quality of work of the Complaint Investigators and their adherence to approved processes within the Office of the Ombudsman. They will own the use of the complaint database and demonstrate any critical findings from the Ombudsman process to make recommendations and changes to improve the overall customer experience and the process itself. They'll also assist the Ombudsman with monitoring complaint trends and supervising the organization's complaint management processes and practices and systemic issue resolution uncovered by this Office. In addition, the Manager will lead and handle any change activities within the team and organization.
We are looking for hardworking individuals to join our upbeat Office of the Ombudsman team and support our mission to influence outstanding customer experience within Aviva Canada.
Come join our team!
What You'll Do

• Assist with the management of (3) indirect reports (Complaint Investigators)
• Assist the Ombudsman in preparing Final Position Letters for Aviva in writing to the policyholder outlining investigative findings and recommendations and next steps in the escalation process outside Aviva.
• Assist with the coaching and mentoring of the Complaint Investigators with the goal of encouraging them to grow in their positions and develop their talent and potential.
• Lead/handle change activities within the team and organization
• Along with the Ombudsman act as the central point of contact for all regulatory bodies and industry associations such as the Financial Consumer Agency of Canada (FCAC), General Insurance OmbudService (GIO), Canadian Council of Insurance Regulators (CCIR), Autorité des marchés financiers (AMF), Financial Services Regulatory Authority of Ontario (FSRA) and all other provincial regulators.
• Responsible for data analytics within the Office of the Ombudsman that will be used in preparing the annual Ombudsman Board GCC Report and quarterly Executive Committee reports.
• Act as an "Advocate of Fairness" to proactively identify issues and work towards a suitable resolution. When Aviva has acted in accordance with policy wordings and guidelines, the Manager will serve as an "Educator," helping the complainant understand Aviva's position.
• Assist with evaluating the business divisions' complaint-handling process, procedures, and performance, as required under regulations, across Aviva with appropriate systems, policies, standards, and guidelines.
• Cultivate and maintain strong working relationships with government regulators, insurance councils and industry associations.
• Ensure the Office of the Ombudsman has an independent and robust complaint database management system and regularly supervises to ensure its efficiency and vetting responses/results and take corrective or other appropriate action where warranted.
• Responsible for thoroughly investigating policyholder complaints, collaborating closely with the policyholder and business areas to help resolve conflicts, problematic issues, or concerns, and bringing systemic matters forward to the organization for resolution.
• Liaise with the regulators and industry organizations while resolving issues and provide all required reports to the Ombudsman for distribution to regulators and Sr. Management within Aviva as required.
• Measure, report, and communicate to the Ombudsman on the state of complaint management across the organization.
• Share responsibility with the Ombudsman for all regulatory complaint filings for all Aviva entities within the deadlines mandated by regulatory authorities through the Canadian Council of Insurance Regulators (CCIR).
• Provide strategic counsel and recommendations on matters related to complaint management and standard methodologies.

What You'll Bring

• Outstanding communication skills, both oral and written, are required. Responsible for understanding and deciphering the issues raised by complainants who can be irate. All while maintaining a calm and professional presence.
• Solid knowledge of the Aviva Group of Companies, organizational structure, strategies, and key initiatives.
• A high level of analytical thinking and problem-solving skills with the ability to think creatively are needed.
• The ability to negotiate with managers of various business divisions regarding policies and procedures to find a fair resolution for the complainant is vital.
• Frequent exposure to high-intensity situations (e.g., irate clients, abusive clients)
• Solid Understanding of legislation and regulation that addresses complaint management protocols and compliance operations.
• Previous data analytics/reporting experience – various levels will be considered.
• 5+ years of progressively responsible experience within the P&C Insurance environment, which includes a minimum of 2 years of experience dealing with sophisticated complainant issues.
• Prior management experience is considered an asset.
• A formal post-secondary degree (business or commerce preferred) and/or additional relevant training from professional industry organizations (e.g., CIP) is required.
• Risk management, data analytics skills, and bilingualism are strong assets.
• Exceptional time management and organizational skills with a consistent track record to multi-task and meet deadlines in a fast-paced environment.

What You'll Get

• Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
• Outstanding Career Development opportunities.
• We'll support your professional development education.

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.