Claims Governance & Best Practice Manager

Location: Manchester/ Chelmsford/ Whitstable/ Tunbridge Wells / Haywards Heath (Hybrid)

The Opportunity

We are looking for an experienced and technically strong Claims Governance & Best Practice Manager to lead the governance framework across our claims function. This is a senior role with strategic influence, responsible for ensuring governance, documentation, and best practice across the claims organisation remain robust, compliant, and aligned to regulatory expectations.

Working closely with Claims Operations, Compliance, Risk, Audit and senior stakeholders, you will ensure governance standards are embedded across the business while driving continuous improvement in technical quality and operational excellence.

If you enjoy combining technical claims expertise, governance leadership and strategic thinking, this role offers the chance to shape best practice across a large and evolving claims function.

What You Will Be Doing

Governance Leadership

Own and maintain the Claims Governance Framework across all lines of business
Oversee adherence to governance standards and regulatory obligations across the claims function
Lead governance of best practice materials, claims documentation and strategy documentation
Ensure strong version control, approvals and lifecycle management for all governance materials
Support operational resilience and ensure robust governance controls remain in place

Technical Best Practice

Act as the senior authority on claims best practice
Drive improvements in processes, procedures and governance controls
Provide governance input into transformation initiatives, systems changes and improvement programmes

Leadership

Lead and develop the Claims Document Governance team
Embed a high performing culture focused on strong customer outcomes
Oversee team prioritisation, workload management and delivery against agreed service levels

Risk, Quality and Insight

Produce monthly governance reporting and management insight
Identify trends, risks and opportunities for improvement
Support internal and external audit activity and ensure governance evidence supports
Consumer Duty expectations

Stakeholder Collaboration

Act as a central governance partner across the claims business
Work closely with QA, Risk, Audit and Compliance teams
Engage with suppliers, partners and external auditors where required

What We Are Looking For

Essential Experience

Extensive insurance claims experience with strong technical knowledge across Motor claims including Personal Injury, Credit Hire and Property Damage
Strong understanding of claims governance, regulatory expectations and compliance frameworks
Experience leading a technical or governance function
Proven ability to influence senior stakeholders across a large organisation
Experience managing external audits within a claims environment
Strong analytical capability with experience using management information to drive insight
Excellent communication skills with the ability to simplify complex technical material
Project or change management experience

Desirable

Dip CII or equivalent qualification
Experience working with automated decision making or AI assisted claims handling
Knowledge of operational resilience frameworks
Experience working within audit or risk assurance environments
Familiarity with Agile change delivery

Why Join

This role offers a genuine opportunity to shape the governance standards and technical excellence of a major claims operation. You will work with senior leaders across the organisation while building a culture that prioritises strong governance, fair customer outcomes and continuous improvement.

If you are an experienced claims professional with a passion for governance, technical excellence and leadership, we would love to hear from you.