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Complaints Governance and Oversight Manager

AvivaPerth, Scotland, United Kingdom

19 days ago

Salary

£46,000.00 yearly

Job description

Complaints Governance and Oversight Manager – Salary up to £46,000

9-month Fixed Term Contract

We are currently recruiting for Complaints Governance and Oversight Manager (Parental Leave Cover), to be a part of our UK General Insurance (GI) Risk and Governance team! To provide oversight and assurance of the identification, categorisation, and handling of dissatisfaction across all UKGI complaints.

If you have control testing experience and outstanding communication skills, we would love to hear from you!

As this is a 9-month Fixed Term role, we are looking for people who are able to start immediately.

A bit about the job :

No two days are the same, the role provides the prospect to conduct varied tasks daily and interact with a varied group of GI stakeholders. As one of the Complaints Governance and Oversight Manager, you will assist with the ongoing maintenance and development of policies, guidance, and supporting frameworks across GI, produce centrally owned Governance material and oversee the production of local content to support the identification, categorisation, and handling of dissatisfaction. Along with ensuring that there is a consistent approach to complaint management and that Aviva’s customers receive fair outcomes through oversight of GI Complaints Business areas and excellent Stakeholder engagement.

Skills and experience we’re looking for :

Experience with controls testing and an understanding of risk management frameworks, including control environments, governance, assurance principles and methodologies within the Financial Services industry – preferably in insurance.
Excellent interpersonal and communication skills with the ability to build positive working relationships and comfortable with influencing and challenging stakeholders at all levels up to and including, Director of.
Good knowledge of the role of the FCA (Financial Conduct Authority) and its regulations and the FOS (Financial Ombudsman Service).
Experience with assessing risk from a number of angles including customer and regulatory and using the risk and control framework to drive good customer outcomes.
Knowledge of a risk and control environment, and root cause analysis methodology.

What you’ll get for this role :

Salary up to £46,000 (depending on location, skills, experience, and qualifications)

Bonus opportunity - 10% 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.

We’d love it if you could submit your application online. If you require an alternative method of applying, please send an email to [email protected].

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