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About the Role
This senior leadership opportunity focuses on shaping and evolving the Personal Injury and Large Loss claims functions, emphasizing excellent customer outcomes, strong commercial performance, and robust regulatory standards. You will lead day-to-day operational delivery, manage complex claims, and drive continuous improvement through performance insight, process optimization, and technology.
Responsibilities
- Lead the day-to-day performance of Personal Injury and Large Loss claims teams, meeting service, financial, indemnity, regulatory, and customer outcome measures.
- Provide senior oversight for complex claims, including a personal portfolio, ensuring effective management of customer, operational, and regulatory issues.
- Build a high-performing and accountable leadership team, developing capability and translating operational priorities into action.
- Own the end-to-end claims complaints framework, utilizing root cause analysis and customer insight to reduce recurring issues and improve outcomes.
- Embed a robust governance, risk, and control environment across claims operations, ensuring consistent understanding and application of FCA requirements, Consumer Duty principles, and internal standards.
- Utilize management information across various measures to improve service levels, indemnity spend, cost to serve, and resource management.
- Shape the continued transformation of Claims by simplifying processes, championing technology, automation, and digital solutions.
- Influence senior stakeholders across Claims, Risk, Compliance, Finance, and Customer functions.
- Lead the operational delivery and continued development of Personal Injury and Large Loss claims functions.
- Shape claims transformation through process optimization, technology, and automation.
- Build leadership capability across teams and influence senior stakeholders.
Requirements
- Strong leadership capability within claims, insurance operations, or another regulated customer environment.
- Proven ability to lead through multiple management layers, developing leadership capability and creating high-performing, accountable teams.
- Deep understanding of FCA requirements, Consumer Duty, TCF, and wider regulatory and governance expectations within an insurance environment.
- Strong claims knowledge, including operational performance, indemnity control, customer outcomes, complaints, and the management of complex claims.
- Strong analytical and commercial capability, with confidence interpreting operational, financial, customer, and risk MI and balancing customer, cost, and risk outcomes.
- Excellent stakeholder management and transformation experience, with the credibility to influence senior leaders and lead continuous improvement, process optimization, and technology-enabled change.
- Experience or knowledge of Personal Injury and/or Large Loss claims.
- Experience of owning or significantly influencing complaints frameworks and using root cause analysis to drive improvement.
- Experience working with suppliers or partners to improve performance and customer outcomes.
Skills
- Process optimisation
- Technology
- Automation
- Leadership
- Stakeholder management
- Analytical thinking
- Root cause analysis
- Management information interpretation
- Continuous improvement
- Process optimisation
- Technology-enabled change
Location
- London
- Tunbridge Wells
Work Type
- Hybrid working
- Permanent
Experience Level
- Senior leadership
Benefits
- Annual bonus
- Car allowance
- Private medical insurance
- 25 days' annual leave plus bank holidays
- Option to buy additional holiday
- Up to 7% employer pension contribution
- Free AA breakdown membership from Day One with 50% discount for family and friends
- Discounts on AA products including car and home insurance
- 24/7 GP access and wellbeing support for you and your family
- A wide range of employee discounts
- Popular car salary sacrifice scheme
About the Company
- For over a century, The AA has been keeping Britain moving.
- Millions of drivers trust us to be there when it matters most.
- We are committed to supporting the people who make that possible.
- We have a 4.5-star Glassdoor rating.
- We've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey.
- Recognised by Sunday Times “Best Places to Work” for the last two years.
- At The AA, we value the unique perspectives, experiences and ideas that our people bring.
- We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.
- Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business.
- This is a place where your voice matters and where you can belong, grow and succeed.