Complaints, Claims & Incident Management Manager at Affiniax

London, London - England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

30 Dec, 26

Salary

45000.0

Posted On

01 Oct, 26

Experience

6 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Banking & Credit

Description

Purpose of the role:

The Complaints, Claims & Incident Management Manager is responsible for leading the firm's complaints, claims and incident management framework, ensuring operational incidents, client complaints, insurance claims, data protection incidents and regulatory matters are identified, investigated, managed and resolved effectively. The role serves as the firm's subject matter expert for complaints handling, insurance claims, incident investigations, root cause analysis and risk mitigation activities.

Working closely with the Head of Risk & Policy, Chief Risk Officer, Service Line Heads, insurers, brokers and external advisers, the role protects the firm from operational, financial, regulatory and reputational harm through effective governance, robust investigations and proactive risk management.

The role has significant responsibility for supporting the firm's insurance programme, including Professional Indemnity Insurance, Cyber Insurance, Directors' & Officers' Insurance, Crime Insurance and other corporate insurance arrangements, ensuring that claims and circumstances are managed appropriately and that lessons learned contribute to improvements in controls, policies and operational practices.

Accountabilities:

Complaints Management

Manage the firm's complaints process, ensuring complaints are logged, investigated, resolved and escalated in accordance with regulatory, professional and internal requirements.
Provide advice and support to Service Line Heads on the handling of complex, sensitive or high-risk complaints, including response strategies and resolution outcomes.
Monitor complaint trends, maintain the Incident Management Register and produce management reporting to the Audit, Risk and Compliance Committee (ARCC) that identifies recurring issues, emerging risks and improvement opportunities.

Insurance & Claims Management

Lead the management of insurance claims, circumstances and notifications across all corporate insurance programmes, including Professional Indemnity, Cyber, Directors' & Officers', Crime, Employers' Liability, Public Liability and Property Insurance.
Assess complaints, incidents and regulatory matters to determine potential insurance exposure, notification requirements and claims implications, providing guidance to Service Line Heads and stakeholders.
Manage relationships with insurers, brokers, loss adjusters and legal advisers, maintaining Insurance Log and Small Claim Bordereaux and supporting annual insurance renewal processes.

Incident Management & Investigation

Maintain and operate the firm's incident management framework, ensuring incidents are logged, classified, investigated and escalated appropriately.
Support investigations into significant incidents, service failures, control weaknesses and near-miss events, gathering evidence and preparing reports for senior management.
Coordinate incident response activities through to closure, ensuring lessons learned are identified, communicated and embedded across the business.

Root Cause Analysis & Remediation

Conduct root cause analysis for complaints, incidents, claims and control failures to identify underlying causes, systemic weaknesses and areas for improvement.
Develop corrective and preventative action plans that address identified risks and strengthen the firm's control environment.
Monitor remediation activities through to completion, assessing effectiveness and promoting continuous improvement through lessons learned.

Regulatory, Data Protection & Cyber Incident Support

Support investigations into regulatory breaches, compliance failures, and data protection incidents.
Coordinate with the Data Protection Officer and IT teams on breach investigations, cyber events and notification requirements.
Maintain accurate records, audit trails and supporting documentation for regulatory reviews and internal governance purposes.

Governance & Reporting

Produce high-quality management information, reporting and trend analysis relating to complaints, claims, incidents and insurance matters.
Provide insight, recommendations and emerging risk updates to the Head of Risk & Policy, Chief Risk Officer and ARCC.
Produce reporting packs to support effective oversight and decision-making.

Risk Mitigation & Continuous Improvement

Identify emerging risks, recurring themes and control weaknesses arising from complaints, claims and incident management activities.
Recommend enhancements to policies, procedures, controls and operational practices that reduce risk exposure and improve resilience.
Build strong relationships with Service Line Heads and support functions to promote proactive risk management, awareness and continuous improvement across the firm.

Skills/Qualifications:

Essential

· Ideally 7+ years' experience in Insurance, Claims Management, Risk Management, Compliance, Incident Management or a related field.

· Demonstrable experience managing insurance claims, notifications, insurer relationships, complex complaints and incident investigations.

· Experience working within a regulated environment, preferably professional services and accountancy services.

· Strong analytical, investigative and problem-solving skills, with the ability to conduct root cause analysis and develop practical solutions.

· Excellent communication and stakeholder management skills, including the ability to present findings and recommendations to senior leaders.

· Strong organisational skills, sound judgement and the ability to manage multiple priorities in a fast-paced environment.

Desirable

· Degree or equivalent qualification in Risk, Insurance, Law, Business, Finance, Compliance or a related discipline.

· Professional qualification in Insurance, Risk Management, Compliance or Governance (e.g. CII, IRM or equivalent).

· Experience managing Professional Indemnity, Cyber, Directors' & Officers' or Liability Insurance matters and working with insurers, brokers and legal advisers.

· Experience supporting regulatory investigations, data protection incidents or cyber incidents.

Core Benefits:

At Affinia, our culture is driven by ambition and a commitment to positively impact all the communities we serve. We are dedicated to the success, development, and wellbeing of our colleagues, helping them achieve their goals and seize the opportunities that come with our growth. Alongside a flexible and inclusive work environment, we o

Responsibilities