Senior Complaints, Claims & Incident Management Lead

Affinia; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Auto enrolment Pension Scheme

Death in Service

Professional membership support

Paycare – health care reimbursements

Dress for your Diary Policy

Job summary

Affinia, based in Stratford, London, is seeking a Complaints, Claims & Incident Management Manager to lead the firm's framework for complaints, claims and incidents. The role requires collaboration across risk, policy, insurers and service lines to mitigate regulatory and reputational risk.

Reporting to the Head of Risk and Policy, you will drive governance, root cause analysis, and continuous improvement while supporting the UK insurance programme, data protection and incident response

Qualifications

• 7+ years in Insurance, Claims, Risk, Compliance or related field.
• Experience managing insurance claims, notifications and investigations.
• Experience in a regulated professional services environment.
• Strong analytical and stakeholder management skills.
• Degree or equivalent in Risk/Insurance/Law/Business/Finance/Compliance.
• Professional qualification (CII, IRM or similar).

Responsibilities

• Lead the firm's complaints, claims and incident management framework.
• Oversee complaints handling, investigations and regulatory responses.
• Manage relationships with insurers, brokers and advisers.
• Produce management information and risk reporting to ARCC.
• Coordinate incident response and lessons learned across the business.
• Support improvements to policies and controls and promote risk awareness.

Skills

Insurance

Claims management

Risk management

Compliance

Incident management

Analytical skills

Stakeholder management

Communication

Education

Degree in Risk/Insurance/Law/Business/Finance/Compliance

Professional qualification in Insurance/Risk/Compliance (CII/IRM)

Job description

Affinia, based in Stratford, London, is seeking a Complaints, Claims & Incident Management Manager to lead the firm's framework for complaints, claims and incidents. The role requires collaboration across risk, policy, insurers and service lines to mitigate regulatory and reputational risk.

Reporting to the Head of Risk and Policy, you will drive governance, root cause analysis, and continuous improvement while supporting the UK insurance programme, data protection and incident response