Preparation for an Operations Manager role at Aviva should be structured around demonstrating both your technical command of operations and your alignment with our corporate performance culture. Focus your preparation on articulating how your past experiences can be mapped to our current operational challenges.

Role-related knowledge – You must demonstrate a deep understanding of insurance operations, including regulatory requirements and risk management. Interviewers will look for evidence that you can navigate the specific complexities of the insurance lifecycle.

Problem-solving ability – We evaluate your process-oriented thinking. Be prepared to walk us through a specific problem, the data you used to diagnose it, and the structured approach you took to resolve it.

Leadership and Influence – As a manager, your ability to guide teams through ambiguity is critical. Use the STAR method (Situation, Task, Action, Result) to showcase how you have mobilized people to achieve specific business outcomes.

The interview process for this position is designed to be rigorous, reflecting the high standards we hold for our operational leadership. You can generally expect a sequence that begins with a screening call to evaluate your background and interest, followed by interviews with key stakeholders, such as Product Managers or senior operational leaders. The pace can vary, but the goal is to assess your technical fit, leadership style, and cultural alignment with our fast-paced environment.

This timeline outlines the typical stages from initial contact to final decision. Interpret these steps as a progression from broad competency screening to specific, role-relevant deep dives. Use this structure to pace your preparation, ensuring you are ready to pivot from high-level behavioral answers in early rounds to detailed operational case studies in later stages.

Operational Performance Management

We prioritize candidates who treat KPIs as a roadmap for excellence. You will be evaluated on your ability to track, report, and improve key metrics.

Be ready to go over:

• Defining and monitoring KPIs relevant to insurance operations.
• Strategies for improving team output without compromising quality.
• Managing performance gaps when targets are not met.

Example questions or scenarios:

• "Walk me through a time you had to restructure a team's workflow to hit a failing target."
• "How do you manage the trade-off between speed and accuracy in claims or policy processing?"

Stakeholder Management and Communication

You will work with diverse teams. We look for the ability to translate technical operational requirements into clear, actionable business language.

Be ready to go over:

• Influencing cross-functional partners like Product or Engineering.
• Managing expectations with senior leadership during critical outages or delays.
• Building trust within a team that is under pressure.

Example questions or scenarios:

• "How do you communicate negative performance data to stakeholders?"
• "Describe a scenario where you had to get buy-in for an unpopular operational change."

As an Operations Manager, your primary responsibility is the seamless execution of daily insurance operations. This includes overseeing the lifecycle of policies or claims, ensuring that every interaction meets our compliance and quality standards. You are the architect of your team's daily rhythm, setting priorities that align with the broader company objectives.

You will work closely with Product Managers to ensure that operational capabilities keep pace with product launches. Collaboration with IT and Engineering teams is also frequent, as you must identify technical bottlenecks that hinder operational efficiency. You will be expected to drive initiatives that reduce manual effort, automate repetitive tasks, and ultimately improve the end-to-end customer journey.

We seek individuals who bring both experience and a proactive, resilient mindset to the Operations Manager role.

• Must-have skills: Proven experience in operational leadership, strong analytical capabilities, and a deep understanding of the insurance industry or highly regulated sectors.
• Nice-to-have skills: Experience with process automation tools, Lean Six Sigma or similar methodology certification, and a track record of managing large, distributed teams.
• Soft skills: Exceptional stakeholder management, the ability to remain calm under pressure, and a commitment to data-driven decision-making.

Q: How long does the interview process typically take? The timeline can vary, but typically spans several weeks from the initial screening to the final interview. We recommend maintaining consistent availability once you are in the process to ensure momentum.

Q: What is the most important factor in a successful interview? Candidates who succeed are those who can balance a focus on results with a clear commitment to their team’s well-being. Demonstrating that you can hit targets while keeping your team engaged is our "gold standard."

Q: Is the role remote or office-based? Expect a hybrid model that balances in-person collaboration with flexible working, depending on your specific location and team requirements.

Q: How should I prepare for the "target-driven" nature of the role? Be honest about your experience with high-pressure environments. We value candidates who view targets as a tool for improvement rather than a threat.

• Structure your answers: Use the STAR method consistently to keep your responses concise and impactful.
• Understand our products: Research our latest offerings; showing an interest in how your operations support our specific products will set you apart.
• Be data-driven: Always support your operational claims with specific numbers or metrics from your previous roles.
• Show curiosity: Ask thoughtful questions about how we define success for this role in the first six months.

The Operations Manager position at Aviva is a high-impact role that offers the opportunity to drive meaningful change within a global insurance leader. By focusing on your ability to manage performance, influence stakeholders, and solve complex operational puzzles, you will position yourself as a strong candidate.

Preparation is your greatest asset. Use the insights provided here to refine your narrative, ensuring it reflects both your technical expertise and your ability to thrive in a target-driven environment. We encourage you to continue exploring additional resources on Dataford as you finalize your preparation. You have the potential to make a significant contribution to our team, and we look forward to seeing how you demonstrate your leadership in the interview.

The provided salary data offers a benchmark for this role based on market standards and internal expectations. Use this to ensure your expectations are aligned with the seniority and responsibilities of the position, and remember that total compensation at Aviva may include performance-based bonuses and benefits.