Claims Governance Manager in London

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About Great Lakes Insurance SE

As a specialty provider of primary insurance services in the UK, Great Lakes London Branch ("GLLB") is a substantial part of Great Lakes Insurance SE in Munich.

Our interlocked business model seeks opportunities closely connected to the reinsurance core business and innovation opportunities, in our role as an integral part of the Munich Re Group.

Great Lakes Insurance SE operates from its headquarters in Munich and via branch offices in the UK, Ireland, Switzerland, Italy and Australia.

Great Lakes Insurance UK Limited ("GLLS"), regulated by the Prudential Regulation Authority and the Financial Conduct Authority, is a fully owned subsidiary of Great Lakes Insurance SE and acts as the preferred facilitator of agency insurance business in the UK in the post‑Brexit world.

About the role

The primary objective of this role is to establish, maintain, and continuously enhance a robust claims governance and oversight framework for Delegated Authorities in the UK, ensuring compliance with internal guidelines, business unit standards, and regulatory requirements, while delivering good customer outcomes through effective claims governance.

This role is responsible for ensuring that claims governance standards, oversight processes, procedures, work instructions, controls, and reporting requirements are clearly defined, effectively implemented, and consistently adhered to.

It also supports the development of global governance standards in close collaboration with the Great Lakes Germany governance team and GSI Claims Governance, ensuring that all claims activity written on GLLS paper is aligned with the required governance framework, internal standards, and regulatory expectations.

Key Responsibilities

• Own the development, maintenance, and continuous enhancement of the Claims Governance framework, standards, processes, procedures, work instructions, reporting, and governance strategy for Delegated Authorities in the UK.
• Ensure effective implementation of governance requirements through robust controls, workflows, and oversight practices across Delegated Authorities claims handling.
• Deliver claims regulatory, governance, and compliance initiatives, including the implementation of new requirements, remediation activities, and governance improvements.
• Develop and maintain governance reporting frameworks and supporting IT tools for management, Board, and regulatory oversight, enabling effective monitoring, escalation, and decision‑making.
• Maintain the governance and control framework for delegated claims authority, ensuring delegated claims handling operates within approved authority, governance standards, and regulatory requirements.
• Contribute to Board of Management reporting by providing clear, accurate, and timely claims governance input, analysis, and updates to support effective oversight, decision‑making, and regulatory compliance.
• Identify, assess, monitor, and mitigate conduct, reputational, and operational risks arising from primary insurance claims handling in the UK.
• Work closely with the Great Lakes Germany Claims Governance team and GSI Claims Governance to help define and maintain global claims governance standards and ensure that all claims activity written on GLLS paper adheres to the required governance framework, internal standards, and regulatory expectations.
• Establish and maintain governance standards for outsourced claims services in the UK, aligned with Munich Re global and local requirements and relevant regulatory requirements, including oversight expectations for external claims service providers.
• Provide expert guidance, advice, and training to senior management and relevant stakeholders on claims governance matters, regulatory developments, and their business implications.
• Undertake any additional responsibilities reasonably required to support effective claims governance, regulatory compliance, and the delivery of high‑quality claims services in the UK.

Key Skills & Experience

• Strong experience in Delegated Authorities claims oversight within a regulated insurance environment, including delegated authority controls, performance monitoring, and service provider governance.
• Strong understanding of the UK insurance regulatory environment and claims‑related legal, conduct, and compliance requirements.
• Proven experience in designing, implementing, and enhancing governance frameworks, controls, and oversight models within a regulated insurance environment.
• Experience in primary insurance claims operations across multiple lines of business, with strong understanding of claims performance, service delivery, and customer outcomes.
• Excellent communication and stakeholder management skills, with experience preparing clear, concise, and decision‑focused reporting for senior management, Boards, and governance forums.
• Experience in delivering regulatory change, remediation actions, and governance improvements in response to audits, internal reviews, or regulatory requirements.
• Experience working with audit, assurance, and control functions, including tracking findings, managing remediation actions, and driving governance improvements to closure.
• Experience drafting and maintaining policies, procedures, work instructions, and governance documentation to a high professional standard.
• Strong analytical skills and a constructive challenge mindset, with the ability to identify control gaps, assess governance risks, and drive practical, sustainable improvements.

Desired Qualifications and Educational Background

• University degree or equivalent work experience required.

Regulatory & Conduct Requirements

• Ensuring compliance with applicable UK regulatory requirements relevant to claims handling and Delegated Authorities oversight, including FCA and PRA expectations.
• Supporting compliance with the Insurance Distribution Directive, Munich Re’s Code of Conduct, and the FCA Conduct Rules.
• Satisying all claims‑related regulatory reporting requirements in collaboration with the reporting function and other relevant control functions.
• Supporting regulatory reviews, enquiries, and interactions by coordinating accurate, timely, and well‑governed claims input.

Benefits

You will be rewarded with a great compensation package, on target bonus, 25 days annual leave with the option to purchase more along with private medical insurance and employers' contributory pension of 10%.

We are one of the few employers to offer fully paid 6‑month family leave for times when you need it the most.

All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process.

You can request an adjustment by speaking to your Talent Acquisition contact.

Please note application closing date: 19th June 2026.

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