AVP, Service Contracts & Warranty

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The Opportunity Reporting to the Vice President of Commercial Programs, the AVP, Service Contracts & Warranty oversees the strategy, performance, and execution of service contract and warranty programs sold through intermediary distribution partners such as brokers, retailers, dealers, and channel resellers.

This role ensures that programs are commercially competitive, operationally efficient, and fully aligned with partner needs while maintaining profitability and compliance.

The ideal candidate blends service contract expertise, channel strategy, sales enablement, and strong relationship management skills to drive growth and deliver superior customer experience across distributed networks.

What you’ll do Channel-Focused Service Contract Management

Develop and manage service contract offerings designed specifically for brokers, retailers, and channel partners.

Customize terms, coverage, and pricing models to align with partner business models and end‑customer needs.

Support product launches and program updates with clear, partner‑ready materials and tools.

Ensure seamless integration of contract processes into partner workflows.

Warranty Program Oversight

Oversee the warranty policies, claims adjudication standards, and processes for channel‑sold products and services.

Monitor claim trends by partner to identify training needs or compliance risks.

Collaborate with product, quality, and operations teams to resolve recurring issues impacting partner or customer satisfaction.

Optimize warranty cost control without compromising customer experience.

Channel Partner Relationship Management

Serve as the primary subject‑matter expert for all broker and retail partners on service contract and warranty topics.

Build strong working relationships with partner account managers, store managers, and sales representatives.

Develop and deliver partner onboarding, sales training, and program refresh sessions.

Act as the escalation point for complex partner or customer issues.

Sales & Business Development Support

Work closely with broker development managers and retail sales managers to drive contract attachment, renewal rates, and program penetration.

Create and support revenue‑generating opportunities through co‑branded initiatives, incentives, and program enhancements.

Provide insights to the sales team to improve channel messaging and partner value propositions.

Participate in partner business reviews and growth planning sessions.

Market Knowledge & Competitive Intelligence

Track competitor activity within broker and retail channels to identify pricing shifts, emerging offerings, or service trends.

Benchmark partner contract attach rates and warranty performance against industry norms.

Identify unmet needs within channel segments and propose new contract features or offerings.

Strategic Planning & Execution

Lead the strategic roadmap for service contract and warranty programs in the indirect channel ecosystem.

Conduct financial and risk modelling with a focus on channel‑driven variances.

Influence product and pricing strategies to ensure commercial competitiveness.

Support digital enablement initiatives such as ePOS integration, partner portals, or automated claims systems.

Partner & Customer Experience

Ensure the partner and customer journey—from contract sale to claim resolution—is frictionless and well‑supported.

Continuously seek opportunities to simplify processes for both intermediaries and customers.

Develop education materials, FAQs, job aids, and digital content that support partner‑level execution.

What you’ll bring

Bachelor’s degree in Business, Finance, Marketing, Engineering, or related field (MBA an asset).

5–10 years of experience in service contracts, warranty management, channel sales, underwriting, after‑sales services, or program management.

Experience supporting broker/retail/indirect distribution channels strongly preferred.

Proven experience working cross‑functionally with sales, product, finance, and operational teams.

Strong understanding of service contract design, warranty risk, and after‑sales economics.

Excellent channel partner management and relationship building skills.

Ability to support sales cycles, deliver training, and engage with partner leadership.

Strong market awareness and ability to apply competitive insights to strategy.

Excellent analytical, financial modelling, and strategic planning capabilities.

Clear communication, negotiation, and presentation skills tailored for partner‑facing interactions.

Proficiency with CRM/ERP systems and partner‑facing digital tools.

What makes you stand out 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.

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.

Please note that we may use AI tools to help us through the recruitment process. This is a new position which has been posted internally & externally. 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.

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