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.
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