Household Audit and Controls Team Manager

Overview

As the Household Claims Audit & Controls Manager, you will play a pivotal role in upholding the organisation’s commitment to delivering high-quality customer experiences while ensuring regulatory compliance. You will lead the audit and controls programme, identifying opportunities for improvement, coaching teams, and influencing positive change.

You will work collaboratively with stakeholders, oversee the delivery of audit activities, and provide strategic input to enhance claims operations. With a focus on continuous improvement, you will ensure processes are robust, transparent, and customer-centric. This role is critical to ensuring our claims processes are efficient and compliant with FCA Conduct Rules and Consumer Duty. If you are a proactive leader with a passion for quality and improvement, we would love to hear from you.

Key Responsibilities

• Audit and Compliance oversight – Conduct regular audits of household claims processes to evaluate their compliance with FCA Conduct Rules and Consumer Duty
• Identify and address control gaps, ensuring processes are effective and aligned with regulatory requirements
• Collaborate with internal and external stakeholders to provide technical support and influence improvements in claims processes
• Process Improvement
• Use root-cause analysis to identify inefficiencies and recommend solutions that enhance the claims experience
• Lead initiatives to simplify processes, improve turnaround times, and deliver better customer outcomes
• Coach and mentor teams, fostering a culture of quality and continuous improvement
• Ensure alignment between individual and organisational goals to enhance performance
• Deliver detailed audit reports with actionable insights for senior management
• Prepare quarterly presentations summarising audit findings, compliance status, and customer impact assessments
• Track corrective actions and ensure timely resolution of identified issues
• Provide technical input to projects, meetings, and working groups, ensuring alignment with strategic objectives
• Support quality assurance teams in verifying the consistency of claims handling

Skills and Experience Required

• Proven leadership experience in household claims handling, auditing, or quality assurance
• Strong knowledge of home or property insurance products and related regulatory frameworks
• Exceptional analytical skills with the ability to identify patterns and propose evidence-based solutions
• Demonstrated ability to influence and engage stakeholders, driving improvements and achieving compliance
• Excellent written and verbal communication skills, capable of delivering complex information to varied audiences
• Strong organisational skills, with the ability to manage multiple priorities in a dynamic environment
• Proficiency in data analysis and reporting tools, ensuring informed decision-making

Additional Information

This role offers a hybrid working pattern, with the successful candidate required to attend our Cardiff office one day per week.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It\\\’s a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we\\\’ve been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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