The opportunityDo you aspire to drive continuous and steady improvement of our vendor KPI’s and to serve as the primary interface for vendor relationships? Our vendors are an extension of Aviva and directly contribute to the overall customer experience, this role focuses on managing a team of vendor managers who manage risks associated with vendor outsourcing, using data to deliver successful business outcomes and drive vendor performance to reduce indemnity, reduce cycle time and enhance the customer experience.What You’ll DoKnow and understand your people and the challenges which they face by being in the work with them. Support and develop their capability in the role and work with them to support career aspirationsHave honest, constructive conversations with your people, set clear direction and goals giving frequent, honest, clear and constructive feedback to improve their performance and achieve business goalsLook for new and incremental ways to improve things every day for our customersUnderstand and apply risk management controls proportionately and help your team to meet our compliance obligationsUse the data, insight, and expertise of the frontline to determine how we improve our overall performance and resultsThink creatively to develop solutions or identify problemsTake the lead on project management and change initiatives within your teamDevelop and recommend the strategic direction for your departmentRepresent your team in senior management discussions, internally and externallyHave a clear understanding of financial elements of our claims function to ensure we remain financially strong year over year.
Use that understanding to identify and report on any suspicions of fraud or financial irregularitiesTravel periodically to meet with vendors and between our Markham and Oakville officesBe the point of contact for vendor-related inquiriesManage a team that tracks, develops and analyzes data to assess vendor performance; identify trends and gaps so as to steadily improve business metrics such as NPS, cycle time and indemnity spendBe a key contributor to vendor related initiativesBe the key contact for our strategic partnersResolve appropriate vendor coverageUse financial data to identify, assess and propose savings prospect and build detailed business plans outlining business recommendationsAssist with the resolution of vendor related complaints and disputesProvide operational oversight for negotiations of vendor agreements, SLAs and contract evaluations in conjunction with Procurement, Aviva Legal and applicable cross-functional teams and ensure that strategy activities include supplier governanceConduct quality assurance reviews as required and share findings with the appropriate partiesLead the development of tools and templates to support the ongoing strategyEnsure accurate and impactful risk identification, evaluation, continuous monitoring and escalation protocols to support management of vendor relation/management deficiencies and mitigation of client and operational riskRegularly evaluate and assess vendor relationships and contracts, based on ongoing needs, to ensure efficient value, quality and innovationCoordinate vendor-related efforts during catastrophic events with a focus on proactivity and speed while ensuring specific reporting needs are being metAct as a Change Champion, drive continuous improvement of vendor performance and engage the community for feedbackParticipate in in-person Client and team meetings (approximately 25% travel is required)What You’ll Bring5+ years in a Relationship Management, Vendor Management,