Underwriting Operations Leader

We are seeking an experienced leader to join our Retail Underwriting team in Calgary, Alberta, leading a team of underwriters supporting Home, Auto and Recreational products.

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.

Key responsibilities:

• 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.

Requirements:

• 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.

Benefits:

• Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
• Hybrid flexible work model.
• Outstanding career development opportunities.
• 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).

Salary: 70,000 - 90,000 CAD per year