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Aviva is one of the world's largest providers of life and general insurance, marketing its products in 27 countries to around 45 million customers. Here in the UK, Aviva (formerly known as Norwich Union) is the country's number 1 insurer, employing 28,000 staff nationwide and delivering life and general insurance products via a number of partnerships, as well as directly to personal and business customers.
Like every financial institution, Aviva is operating in an intensely competitive environment and facing tightening regulation in the wake of the global financial crisis. The need to reduce costs, improve efficiency, stand out in a difficult market and increase customer loyalty means that the quality of advice delivered by staff is paramount.
Aviva's biggest joint venture in the UK is with the Royal Bank of Scotland (RBS), through which the insurer delivers life, pension and investment advisory services to RBS and Nat West customers. Historically training delivery has focused on the 250-300 new entrants to the sales force every year but, driven by business priorities and a major competency review, the emphasis has recently shifted towards developing the skills and productivity of the existing sales team.