At a Glance
- Tasks: Lead claims operations and ensure compliance while driving continuous improvement.
- Company: Join a diverse and inclusive company that values your unique background.
- Benefits: Enjoy an annual bonus, cash car allowance, and private medical insurance.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real impact in the insurance industry with strong governance and customer focus.
- Qualifications: Extensive experience in insurance claims leadership and strong stakeholder management skills.
The predicted salary is between 70000 - 90000 £ per year.
Location: Gibraltar (hybrid working 3 office days per week)
Employment Type: Full time / Permanent
Additional Benefits: Annual Bonus, Cash-Car Allowance & Private Medical Insurance
Responsibilities
- Lead oversight of outsourced claims providers, ensuring strong governance, operational resilience, customer outcomes, and compliance with regulatory and Consumer Duty requirements.
- Act as a senior point of contact for claims governance and regulatory matters, supporting audits, reviews, resilience assessments, and engagement with regulators including the FCA and GFSC.
- Provide independent oversight and challenge across claims controls, operational resilience frameworks, complaints, incidents, and service disruptions, ensuring risks are identified, managed, and escalated appropriately.
- Monitor and review claims, conduct, and operational resilience performance data, delivering insight and reporting to Boards and senior committees on trends, risks, customer outcomes, and improvement opportunities.
- Oversee the resilience of claims operations and outsourced providers, including business continuity, disaster recovery, incident management, and recovery planning to ensure service continuity during disruption events.
- Provide oversight and challenge on complex and high-value claims, ensuring robust technical standards, effective escalation processes, and resilient customer service delivery during periods of operational stress.
- Drive continuous improvement across claims operations and supply chain partners, supporting the development of claims and operational resilience strategy in line with evolving regulation, technology, and market expectations.
Qualifications
- Extensive experience in insurance claims leadership, ideally within motor insurance, with a strong understanding of claims operations, governance, and customer outcomes.
- Proven experience managing outsourced claims providers or TPAs, with the ability to drive performance, accountability, and effective supplier relationships.
- Strong knowledge of FCA and GFSC regulations, Consumer Duty, and conduct risk, with experience working within regulated insurance environments, including Gibraltar-regulated entities.
- Excellent stakeholder management and influencing skills, with the confidence to engage effectively at Board, regulator, and senior leadership level.
- Experience managing complex and high-value claims, with the ability to apply sound judgement, make balanced decisions, and provide constructive challenge.
- Commercially astute and customer-focused, with high levels of integrity, strong regulatory awareness, and the ability to balance business priorities with customer outcomes.
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
Head of Claims and Operational Resilience in Gibraltar employer: The AA
As a leading employer in Gibraltar, we offer a dynamic work environment that champions operational resilience and customer excellence. Our hybrid working model promotes a healthy work-life balance, while our commitment to employee growth is reflected in our comprehensive benefits package, including an annual bonus, cash-car allowance, and private medical insurance. Join us to be part of a diverse and inclusive culture where your contributions are valued and you can thrive in your career.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Claims and Operational Resilience in Gibraltar
✨Tip Number 1
Network like a pro! Reach out to your connections in the insurance industry, especially those who have experience with claims and operational resilience. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of FCA and GFSC regulations. We want you to showcase your expertise in claims governance and operational resilience, so be ready to discuss how you've tackled challenges in these areas.
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values. Check out our website for roles that excite you, and tailor your approach to highlight how your experience matches their needs.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can keep you top of mind. Use this opportunity to reiterate your enthusiasm for the role and how you can contribute to their claims operations and resilience strategies.
We think you need these skills to ace Head of Claims and Operational Resilience in Gibraltar
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Head of Claims and Operational Resilience. Highlight your experience in insurance claims leadership and any relevant regulatory knowledge. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your achievements in managing outsourced claims providers and driving operational resilience. Let us know what makes you tick!
Showcase Your Stakeholder Skills:In this role, you'll be engaging with Boards and regulators, so make sure to highlight your stakeholder management skills. Share instances where you've influenced decisions or navigated complex relationships. We love seeing how you connect with others!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at The AA
✨Know Your Regulations
Make sure you brush up on FCA and GFSC regulations, as well as Consumer Duty requirements. Being able to discuss these confidently will show that you understand the regulatory landscape and can navigate it effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams or managed outsourced claims providers in the past. Highlight your ability to drive performance and accountability, as this role requires strong leadership in claims governance.
✨Demonstrate Stakeholder Management
Think of instances where you've successfully engaged with senior stakeholders or regulators. Be ready to discuss how you influenced decisions and built relationships, as this is crucial for the Head of Claims position.
✨Prepare for Scenario Questions
Expect questions about handling complex and high-value claims. Prepare to discuss your thought process in making balanced decisions and how you would approach operational resilience during service disruptions.
