Senior Risk Governance Manager
Salary: National – circa £85,000, London – circa £105,000
This is a great opportunity for someone with risk management experience and the ability to engage with stakeholders up to a senior level. This is a new role created specifically to support the growth in BAU and transformation projects. Your role will be pivotal in making sure that we meet our risk management obligations to protect our customers, deliver our Risk Goals and achieve our strategic objectives. If you are up for the challenge to make this role your own and you enjoy working in a dynamic and diverse environment, we would love to hear from you!
A bit about the job:
In this role you will lead and shape GCS (Global, Corporate & Specialty) customer-centric and regulatory strategies, enhancing customer experience and aligning/directing internal Aviva resources to the GCS strategy whilst leading on future state conduct and consumer duty outcomes. You will have responsibility for driving the development and implementation of initiatives that focus on delivering exceptional customer service aligned with Consumer Duty, fostering a culture of continuous improvement, and maximizing customer satisfaction, working closely with the Head of London Market Operations and Underwriting Head of population and be the COO point person for additional conduct and governance requirements including Ops Res, iCare risks and helping manage risk events and audits.
This includes:
* Customer Experience: Drive the delivery of outstanding customer experiences across all channels and touchpoints, collaborating with cross-functional teams to identify areas for improvement and implementing initiatives to enhance customer satisfaction, loyalty, and advocacy.
* Conduct and compliance: Review and enhance current state GCS conduct and compliance reporting, working closely with the London Market Ops teams. Establish robust quality assurance processes and standards to ensure compliance, accuracy, and consistency across customer interactions, products, and services, specifically with Consumer Duty in mind. Act as product owner for conduct and compliance in the transformation project, ensuring our future state Target Operating Model (TOM) and tech choices are fit for our business and our customers.
* Reporting and Governance: Review and overhaul current reporting and governance for GCS COO and wider GCS team, both in the short term and longer term through project Nova, taking an active role in the future state model office.
* Stakeholder Management: Collaborate with senior leaders, internal stakeholders, and external partners to align customer strategies, goals, and initiatives with broader business objectives. Build strong relationships and influence key stakeholders to drive a customer-centric culture and secure necessary resources for customer-focused projects.
Skills and experience we're looking for:
* Expertise in risk, control and assurance methodology and its operation within the Financial Services Industry. Understanding of Financial Services industry risk frameworks and Consumer Duty regulatory requirements and customer communications.
* Lloyd’s or London Market experience within the Insurance sector is desirable.
* Excellent stakeholder management skills, in particular effective communication and influencing – being able to translate conceptual thinking and insight into reporting and committee papers, delivering refined written and verbal communications to senior stakeholders.
* Excellent report writing skills, with previous experience of preparing reports and presentations for Board level review.
* Successful record of building personal credibility with and influencing of external stakeholders.
What you’ll get for this role:
* Salary: National – circa £85,000, London – circa £105,000 (depending on location, skills, experience, and qualifications)
* Bonus opportunity - 12% 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.
To find out more about working at Aviva take a look here
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 beatrix.rozsa@aviva.com
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