Head of Customer, Capability

6 months ago

Norwich, United Kingdom Aviva Full time

Head of Customer, Assurance & Capability - Salary £80,000 - £110,000

This is a great role for someone who thrives when leading and shaping claims customer-centric and regulatory strategies, enhancing customer experience, building internal capabilities, and ensuring compliance and quality assurance across all claim’s customer touchpoints.

A bit about the job:
The Head of Customer, Assurance & Capability will be responsible for driving the development and implementation of initiatives that focus on delivering exceptional customer service, fostering a culture of continuous improvement, and maximizing customer satisfaction.

You will be the lead on keeping the business informed on the current and potential risk environment, providing skilled support on mitigating and rectifying activity.

Skills and experience we’re looking for:
- Broad understanding of UKGI and the Claims environment- Demonstrable experience managing within a highly regulated environment, with extensive knowledge of regulatory requirements (e.g., PROD, DISP, SYSC, FCG).- A robust understanding of risk, compliance, governance, and audit principles/methodology (e.g., ORCM).- Exceptional written communication with the ability to synthesise a lot of information to produce clear, concise reporting and board materials to senior stakeholders.- Excellent interpersonal skills, including strong relationship building and senior stakeholder management ability (e.g., able to translate and tailor complex or technical information to meet the appropriate audience). A courageous leader who is also comfortable as a team player, capable of working closely with others to deliver results with integrity and passion.

What you’ll get for this role:
Our purpose - with you today, for a better tomorrow - is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.- Salary £80,000 - £110,000 (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
- Take a look

to learn more. Put a salary into this calculator to see what your total Aviva Reward could be.

Aviva is for everyone:
We’re inclusive and

welcome everyone

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.

To find out more about working at Aviva take a look

here

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