Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

HEATHER PETTIT

St. Thomas,Canada

Summary

Strategic and results-driven Chief Operating Officer with deep expertise in operational oversight, organizational culture, and stakeholder engagement. Proven ability to lead large-scale transformations by aligning day-to-day operations with long-term business objectives, regulatory compliance, and performance metrics. Passionate about building strong, inclusive cultures that foster employee engagement, accountability, and continuous improvement. A forward-thinking leader who champions innovation and modernization to streamline processes, enhance service delivery, and drive organizational agility. Collaborative and trusted partner to executive leadership, boards, and cross-functional teams, with a strong track record of delivering sustainable results through transparency, alignment, and shared vision.

Overview

14
14
years of professional experience

Work History

<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul>

Salus Mutual Insurance Company
Dutton, ON
01.2024 - 04.2025
  • Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.
  • Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.
  • Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.
  • Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.
  • Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.
  • Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.
  • Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.
  • Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.

<ul><li>Led end-to-end service delivery and transformation across Lifestyle insurance operations, encompassing both Contact Centre and back-office functions. Oversaw strategic execution of a new operating model to modernize service delivery, enhance customer experience, and align with long-term business goals.</li><li>Spearheaded a comprehensive service and process transformation, implementing a new operating model that significantly improved efficiency and customer outcomes.</li><li>Improved average speed of answer from 53 minutes to 22 seconds, exceeding all KPIs and SLAs.</li><li>Elevated team engagement by 24 percentage points, fostering a culture of accountability, inclusion, and continuous improvement.</li><li>Outperformed expense management targets, aligning operational spend with strategic priorities.</li><li>Successfully returned all key business risks to within tolerance, reinforcing compliance, quality assurance, and enterprise risk management standards.</li><li>Collaborated cross-functionally with senior leaders to drive sustainable service excellence and operational resilience.</li></ul>

Aviva Canada
Markham, ON
01.2022 - 01.2024
  • Led end-to-end service delivery and transformation across Lifestyle insurance operations, encompassing both Contact Centre and back-office functions. Oversaw strategic execution of a new operating model to modernize service delivery, enhance customer experience, and align with long-term business goals.
  • Spearheaded a comprehensive service and process transformation, implementing a new operating model that significantly improved efficiency and customer outcomes.
  • Improved average speed of answer from 53 minutes to 22 seconds, exceeding all KPIs and SLAs.
  • Elevated team engagement by 24 percentage points, fostering a culture of accountability, inclusion, and continuous improvement.
  • Outperformed expense management targets, aligning operational spend with strategic priorities.
  • Successfully returned all key business risks to within tolerance, reinforcing compliance, quality assurance, and enterprise risk management standards.
  • Collaborated cross-functionally with senior leaders to drive sustainable service excellence and operational resilience.

<ul><li>Led national Property Claims operations, overseeing Field Adjusters, Contact Centre teams, Operations, and Investigations. Accountable for service delivery, expense control, and indemnity performance, while driving transformation and innovation across claims functions.</li><li>Directed a nationwide transformation of Property Claims operations, implementing new operating models for both Field and Contact Centre teams to enhance responsiveness, efficiency, and customer satisfaction.</li><li>Established and scaled an Investigations Unit, supporting strategic indemnity management and fraud prevention.</li><li>Achieved industry-leading service levels, including a Net Promoter Score (NPS) of +60 in 2021.</li><li>Consistently delivered over $5M in annual indemnity savings through targeted process improvements, technology adoption, and risk mitigation strategies.</li><li>Demonstrated strong leadership during catastrophic events, ensuring rapid mobilization, effective resource allocation, and seamless customer support.</li><li>Maintained disciplined expense and indemnity oversight, aligning performance with strategic and financial targets.</li></ul>

Aviva Canada
Markham, ON
04.2019 - 12.2021
  • Led national Property Claims operations, overseeing Field Adjusters, Contact Centre teams, Operations, and Investigations. Accountable for service delivery, expense control, and indemnity performance, while driving transformation and innovation across claims functions.
  • Directed a nationwide transformation of Property Claims operations, implementing new operating models for both Field and Contact Centre teams to enhance responsiveness, efficiency, and customer satisfaction.
  • Established and scaled an Investigations Unit, supporting strategic indemnity management and fraud prevention.
  • Achieved industry-leading service levels, including a Net Promoter Score (NPS) of +60 in 2021.
  • Consistently delivered over $5M in annual indemnity savings through targeted process improvements, technology adoption, and risk mitigation strategies.
  • Demonstrated strong leadership during catastrophic events, ensuring rapid mobilization, effective resource allocation, and seamless customer support.
  • Maintained disciplined expense and indemnity oversight, aligning performance with strategic and financial targets.

<ul><li>Led national Property Claims Contact Centre operations, with full accountability for claims adjusting—including catastrophe management—and operational performance. Drove strategic initiatives, system integration, and team development in a high-volume, customer-focused environment.</li><li>Directed daily operations and claims handling, delivering consistently strong customer and financial outcomes, including over $2M in indemnity savings through process optimization and strategic oversight.</li><li>Successfully onboarded the RBC Property Claims team into Aviva following the merger, ensuring a seamless transition and alignment with operational and cultural standards.</li><li>Designed and built a centralized Workforce Management function, providing operational support to both Aviva and RBC teams, improving forecasting, scheduling, and resource optimization.</li><li>Partnered in the development and execution of the RBC–Aviva integration plan, aligning reserving practices, service models, and technology platforms.</li><li>Played a key role in the successful deployment of Guidewire, standardizing claims processing and enabling scalable modernization.</li><li>Surpassed performance targets, including KPIs and SLAs, by embedding a culture of continuous improvement and service excellence.</li></ul>

Aviva Canada
Markham, ON
11.2016 - 04.2019
  • Led national Property Claims Contact Centre operations, with full accountability for claims adjusting—including catastrophe management—and operational performance. Drove strategic initiatives, system integration, and team development in a high-volume, customer-focused environment.
  • Directed daily operations and claims handling, delivering consistently strong customer and financial outcomes, including over $2M in indemnity savings through process optimization and strategic oversight.
  • Successfully onboarded the RBC Property Claims team into Aviva following the merger, ensuring a seamless transition and alignment with operational and cultural standards.
  • Designed and built a centralized Workforce Management function, providing operational support to both Aviva and RBC teams, improving forecasting, scheduling, and resource optimization.
  • Partnered in the development and execution of the RBC–Aviva integration plan, aligning reserving practices, service models, and technology platforms.
  • Played a key role in the successful deployment of Guidewire, standardizing claims processing and enabling scalable modernization.
  • Surpassed performance targets, including KPIs and SLAs, by embedding a culture of continuous improvement and service excellence.

<ul><li>Led national Commercial Auto Claims Contact Centre operations, overseeing people management, service delivery, and system transformation initiatives. Drove performance through leadership, innovation, and a strong focus on customer and employee experience.</li><li>Managed end-to-end operations for Commercial Auto Claims, ensuring delivery of SLAs and KPIs while fostering a high-performance, customer-centric culture.</li><li>Spearheaded Systems Thinking training and implementation, forming a project team to design and execute new workflows, performance metrics, and customer experience measures.</li><li>Provided national leadership during catastrophic events, including serving as Auto Claims CAT Lead during the Fort McMurray wildfires, ensuring effective triage, response, and service continuity.</li><li>Directed the strategic rollout of the Guidewire platform for National Auto Claims, modernizing claims processing, enhancing automation, and improving operational agility.</li><li>Transformed employee performance through targeted training, mentoring, and coaching programs, increasing engagement and frontline service capability.</li><li>Built and retained high-performing teams, with a structured approach to recruitment, performance management, and recognition of top talent.</li></ul>

Aviva Canada
Hamilton, ON
06.2014 - 11.2016
  • Led national Commercial Auto Claims Contact Centre operations, overseeing people management, service delivery, and system transformation initiatives. Drove performance through leadership, innovation, and a strong focus on customer and employee experience.
  • Managed end-to-end operations for Commercial Auto Claims, ensuring delivery of SLAs and KPIs while fostering a high-performance, customer-centric culture.
  • Spearheaded Systems Thinking training and implementation, forming a project team to design and execute new workflows, performance metrics, and customer experience measures.
  • Provided national leadership during catastrophic events, including serving as Auto Claims CAT Lead during the Fort McMurray wildfires, ensuring effective triage, response, and service continuity.
  • Directed the strategic rollout of the Guidewire platform for National Auto Claims, modernizing claims processing, enhancing automation, and improving operational agility.
  • Transformed employee performance through targeted training, mentoring, and coaching programs, increasing engagement and frontline service capability.
  • Built and retained high-performing teams, with a structured approach to recruitment, performance management, and recognition of top talent.

<ul><li>Managed the full lifecycle of first-party property claims, from investigation to resolution, with a focus on delivering fair outcomes, mitigating risk, and ensuring exceptional customer service.</li><li>Investigated, negotiated, and settled residential and commercial property claims, consistently meeting or exceeding both customer satisfaction and financial performance targets.</li><li>Applied sound judgment and decision-making to determine coverage, liability, and appropriate settlements, maintaining compliance with policy terms and regulatory guidelines.</li><li>Conducted detailed policy reviews to validate claim coverage based on the cause and facts of loss, ensuring accuracy and consistency.</li><li>Coordinated field investigations, including collaboration with external engineers, contractors, and cause-and-origin experts to support claims validation and fraud prevention.</li><li>Developed and applied loss mitigation strategies, minimizing exposure while maintaining high service standards.</li><li>Proactively identified and prevented fraudulent claims through detailed analysis and investigation techniques.</li></ul>

Aviva Canada
London, ON
02.2013 - 05.2014
  • Managed the full lifecycle of first-party property claims, from investigation to resolution, with a focus on delivering fair outcomes, mitigating risk, and ensuring exceptional customer service.
  • Investigated, negotiated, and settled residential and commercial property claims, consistently meeting or exceeding both customer satisfaction and financial performance targets.
  • Applied sound judgment and decision-making to determine coverage, liability, and appropriate settlements, maintaining compliance with policy terms and regulatory guidelines.
  • Conducted detailed policy reviews to validate claim coverage based on the cause and facts of loss, ensuring accuracy and consistency.
  • Coordinated field investigations, including collaboration with external engineers, contractors, and cause-and-origin experts to support claims validation and fraud prevention.
  • Developed and applied loss mitigation strategies, minimizing exposure while maintaining high service standards.
  • Proactively identified and prevented fraudulent claims through detailed analysis and investigation techniques.

<ul><li>Conducted thorough investigations to validate customer claims and assess potential fraud, contributing to accurate claim outcomes and organizational risk mitigation.</li><li>Performed detailed claim investigations to support accurate claim decisions, with a focus on identifying indicators of potential fraud or misrepresentation.</li><li>Applied critical thinking and analytical skills to assess claim details, identify inconsistencies, and recommend appropriate next steps.</li><li>Consistently exceeded performance goals through effective task prioritization, a disciplined work ethic, and strong attention to detail.</li><li>Collaborated cross-functionally with adjusters, legal teams, and external experts to ensure fair and timely resolution of complex cases.</li><li>Delivered actionable insights to leadership based on investigative findings, supporting both fraud prevention and customer trust.</li></ul>

Aviva Canada
London, ON
10.2011 - 01.2013
  • Conducted thorough investigations to validate customer claims and assess potential fraud, contributing to accurate claim outcomes and organizational risk mitigation.
  • Performed detailed claim investigations to support accurate claim decisions, with a focus on identifying indicators of potential fraud or misrepresentation.
  • Applied critical thinking and analytical skills to assess claim details, identify inconsistencies, and recommend appropriate next steps.
  • Consistently exceeded performance goals through effective task prioritization, a disciplined work ethic, and strong attention to detail.
  • Collaborated cross-functionally with adjusters, legal teams, and external experts to ensure fair and timely resolution of complex cases.
  • Delivered actionable insights to leadership based on investigative findings, supporting both fraud prevention and customer trust.

Education

Canadian Risk Management -

London, ON
London, ON
12.2014

Chartered Insurance Professional -

London, ON
London, ON
03.2005

Skills

  • Talent development and leadership coaching
  • Process innovation and continuous improvement
  • Industry expertise in claims and underwriting
  • Advanced data and business analysis
  • Complex problem solving and critical thinking
  • Effective communication and executive presence
  • Talent development and leadership coaching
  • Process innovation and continuous improvement
  • Industry expertise in claims and underwriting
  • Advanced data and business analysis
  • Complex problem solving and critical thinking
  • Effective communication and executive presence

Accomplishments

  • Member of Aviva Canada Top Talent Leadership development program.

Timeline

<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul>

Salus Mutual Insurance Company
01.2024 - 04.2025

<ul><li>Led end-to-end service delivery and transformation across Lifestyle insurance operations, encompassing both Contact Centre and back-office functions. Oversaw strategic execution of a new operating model to modernize service delivery, enhance customer experience, and align with long-term business goals.</li><li>Spearheaded a comprehensive service and process transformation, implementing a new operating model that significantly improved efficiency and customer outcomes.</li><li>Improved average speed of answer from 53 minutes to 22 seconds, exceeding all KPIs and SLAs.</li><li>Elevated team engagement by 24 percentage points, fostering a culture of accountability, inclusion, and continuous improvement.</li><li>Outperformed expense management targets, aligning operational spend with strategic priorities.</li><li>Successfully returned all key business risks to within tolerance, reinforcing compliance, quality assurance, and enterprise risk management standards.</li><li>Collaborated cross-functionally with senior leaders to drive sustainable service excellence and operational resilience.</li></ul>

Aviva Canada
01.2022 - 01.2024

<ul><li>Led national Property Claims operations, overseeing Field Adjusters, Contact Centre teams, Operations, and Investigations. Accountable for service delivery, expense control, and indemnity performance, while driving transformation and innovation across claims functions.</li><li>Directed a nationwide transformation of Property Claims operations, implementing new operating models for both Field and Contact Centre teams to enhance responsiveness, efficiency, and customer satisfaction.</li><li>Established and scaled an Investigations Unit, supporting strategic indemnity management and fraud prevention.</li><li>Achieved industry-leading service levels, including a Net Promoter Score (NPS) of +60 in 2021.</li><li>Consistently delivered over $5M in annual indemnity savings through targeted process improvements, technology adoption, and risk mitigation strategies.</li><li>Demonstrated strong leadership during catastrophic events, ensuring rapid mobilization, effective resource allocation, and seamless customer support.</li><li>Maintained disciplined expense and indemnity oversight, aligning performance with strategic and financial targets.</li></ul>

Aviva Canada
04.2019 - 12.2021

<ul><li>Led national Property Claims Contact Centre operations, with full accountability for claims adjusting—including catastrophe management—and operational performance. Drove strategic initiatives, system integration, and team development in a high-volume, customer-focused environment.</li><li>Directed daily operations and claims handling, delivering consistently strong customer and financial outcomes, including over $2M in indemnity savings through process optimization and strategic oversight.</li><li>Successfully onboarded the RBC Property Claims team into Aviva following the merger, ensuring a seamless transition and alignment with operational and cultural standards.</li><li>Designed and built a centralized Workforce Management function, providing operational support to both Aviva and RBC teams, improving forecasting, scheduling, and resource optimization.</li><li>Partnered in the development and execution of the RBC–Aviva integration plan, aligning reserving practices, service models, and technology platforms.</li><li>Played a key role in the successful deployment of Guidewire, standardizing claims processing and enabling scalable modernization.</li><li>Surpassed performance targets, including KPIs and SLAs, by embedding a culture of continuous improvement and service excellence.</li></ul>

Aviva Canada
11.2016 - 04.2019

<ul><li>Led national Commercial Auto Claims Contact Centre operations, overseeing people management, service delivery, and system transformation initiatives. Drove performance through leadership, innovation, and a strong focus on customer and employee experience.</li><li>Managed end-to-end operations for Commercial Auto Claims, ensuring delivery of SLAs and KPIs while fostering a high-performance, customer-centric culture.</li><li>Spearheaded Systems Thinking training and implementation, forming a project team to design and execute new workflows, performance metrics, and customer experience measures.</li><li>Provided national leadership during catastrophic events, including serving as Auto Claims CAT Lead during the Fort McMurray wildfires, ensuring effective triage, response, and service continuity.</li><li>Directed the strategic rollout of the Guidewire platform for National Auto Claims, modernizing claims processing, enhancing automation, and improving operational agility.</li><li>Transformed employee performance through targeted training, mentoring, and coaching programs, increasing engagement and frontline service capability.</li><li>Built and retained high-performing teams, with a structured approach to recruitment, performance management, and recognition of top talent.</li></ul>

Aviva Canada
06.2014 - 11.2016

<ul><li>Managed the full lifecycle of first-party property claims, from investigation to resolution, with a focus on delivering fair outcomes, mitigating risk, and ensuring exceptional customer service.</li><li>Investigated, negotiated, and settled residential and commercial property claims, consistently meeting or exceeding both customer satisfaction and financial performance targets.</li><li>Applied sound judgment and decision-making to determine coverage, liability, and appropriate settlements, maintaining compliance with policy terms and regulatory guidelines.</li><li>Conducted detailed policy reviews to validate claim coverage based on the cause and facts of loss, ensuring accuracy and consistency.</li><li>Coordinated field investigations, including collaboration with external engineers, contractors, and cause-and-origin experts to support claims validation and fraud prevention.</li><li>Developed and applied loss mitigation strategies, minimizing exposure while maintaining high service standards.</li><li>Proactively identified and prevented fraudulent claims through detailed analysis and investigation techniques.</li></ul>

Aviva Canada
02.2013 - 05.2014

<ul><li>Conducted thorough investigations to validate customer claims and assess potential fraud, contributing to accurate claim outcomes and organizational risk mitigation.</li><li>Performed detailed claim investigations to support accurate claim decisions, with a focus on identifying indicators of potential fraud or misrepresentation.</li><li>Applied critical thinking and analytical skills to assess claim details, identify inconsistencies, and recommend appropriate next steps.</li><li>Consistently exceeded performance goals through effective task prioritization, a disciplined work ethic, and strong attention to detail.</li><li>Collaborated cross-functionally with adjusters, legal teams, and external experts to ensure fair and timely resolution of complex cases.</li><li>Delivered actionable insights to leadership based on investigative findings, supporting both fraud prevention and customer trust.</li></ul>

Aviva Canada
10.2011 - 01.2013

Canadian Risk Management -

London, ON

Chartered Insurance Professional -

London, ON

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HEATHER PETTIT