Head of Governance & Assurance Claims Business Partnering (1st line Risk Management)

Location: Leeds / York / Norwich / Sheffield / Perth

Salary circa £120,000

This is a great job for someone who is an experienced leader in insurance claims & risk management and is ready to shape how our 1st line Governance & Assurance (G&A) team supports a complex, evolving Claims function. This could suit someone who has worked in a senior Claims, Risk, or Control role and is excited to lead a specialist team, influence senior stakeholders, and drive better customer outcomes. It will also suit someone who enjoys working at pace, balancing strategic priorities with hands‑on delivery, and bringing clarity to complex challenges.

A bit about the job:

In this role, you will act as a trusted partner to the UKGI (General Insurance) Chief Claims Officer and leadership team, providing expert guidance on governance, risk, conduct, and assurance. You will lead a specialist team to embed effective risk management and control practices across Claims, supporting safe delivery of transformation and day‑to‑day operations. The role plays a key part in ensuring customer outcomes are at the heart of claims handling, including complaints, communications, and vulnerability considerations. You will provide insight on emerging risks and opportunities, helping shape strategy and decision‑making across a large and evolving business area. This role also contributes to strengthening governance around transformation, including digital innovation and GenAI adoption, ensuring controls are robust and fit for purpose.

Skills and Experience

• Knowledge of financial services regulatory framework including current/emerging financial and regulatory issues relevant to insurance/financial companies.
• Deep understanding of the Insurance Claims (ideally GI) operating model, claims quality, and claims conduct risks (including complaints, customer communications, settlement fairness, leakage/fraud controls).
• Strong risk management capability and the ability to apply knowledge to find pragmatic and effective solutions for the business and customers.
• Excellent stakeholder management and leadership skills at all levels, using personal credibility to influence internal and external stakeholders.
• Advanced planning, prioritising, and organisational skills.
• Ability to manage multiple tasks and projects across the team.

What you’ll get for this role:

• Salary circa £120,000 (depending on location, skills, experience, and qualifications)
• Bonus opportunity – 25% of annual salary. Actual amount depends on your performance and Aviva’s.
• Generous pension scheme – Aviva will contribute up to 14%, depending on what you put in.
• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days.
• Make your money go further – Up to 40% discount on Aviva products, and other retailer discounts.
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme.
• Brilliantly supportive policies including parental and carer’s leave.
• Flexible benefits to suit you, including sustainability options such as cycle to work.
• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others.
• We take your wellbeing seriously with lots of support and tools.

Aviva is for everyone: We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares. We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week – combining the benefits of flexibility, with time together with colleagues. We interview every disabled applicant who meets the minimum criteria for the job. Once you’ve applied, please send us an email stating that you have a disclosed disability, and we’ll interview you.