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GCS Customer and Governance Lead

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Aviva

15d ago

  • Job
    Full-time
    Expert Level
  • Government & Politics
  • London
  • Quick Apply

AI generated summary

  • You must have expertise in risk and control in Financial Services, excellent stakeholder management, report writing skills, and preferably Lloyd’s or London Market experience.
  • You will lead customer-centric strategies, enhance compliance reporting, drive exceptional service, manage stakeholder relationships, and implement initiatives to maximize customer satisfaction.

Requirements

  • 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 and external stakeholders.

Responsibilities

  • 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.
  • 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: Reviewing 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.

FAQs

What is the salary range for the GCS Customer and Governance Lead position?

The salary range is approximately £85,000 for national roles and £105,000 for London-based roles, depending on location, skills, experience, and qualifications.

What qualifications or experience do I need for this role?

Candidates should have expertise in risk, control, and assurance methodology within the Financial Services Industry, with an understanding of risk frameworks and Consumer Duty regulatory requirements. Experience in Lloyd's or the London Market insurance sector is desirable.

What are the primary responsibilities of the GCS Customer and Governance Lead?

Responsibilities include driving customer experience, enhancing conduct and compliance reporting, overseeing reporting and governance for GCS, and managing stakeholder relationships at a senior level.

Is a bonus offered with this position?

Yes, there is a bonus opportunity of up to 12% of the annual salary, which depends on individual performance and Aviva’s overall performance.

How many holidays do employees receive?

Employees receive 29 days of holiday, plus bank holidays, with the option to buy or sell up to 5 additional days.

Are there opportunities for career development within Aviva?

Yes, Aviva invests in the development of its employees and provides various support and tools for career growth.

Does Aviva support flexible working arrangements?

Yes, Aviva considers all forms of flexible working, including part-time roles and job shares, to accommodate both the business and employees' needs.

What kind of benefits does Aviva offer?

Aviva offers a generous pension scheme, discounts on Aviva products, a share plan, parental and carer’s leave policies, and various wellbeing support initiatives.

How does Aviva ensure an inclusive work environment?

Aviva welcomes applications from all backgrounds and experiences, encourages diverse candidates to apply, and has policies to support inclusivity, including interviewing every disabled applicant who meets the minimum criteria.

How do I apply for this position?

You can 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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Aviva

Finance
Industry
10,001+
Employees
2000
Founded Year

Mission & Purpose

Aviva is nothing without our people. Living up to our purpose to be with you today for a better tomorrow applies to those we work with just as much as it does to our customers. We want Aviva to be a place where people can be themselves, and we want our workforce to reflect the customers and communities we serve. This means offering market-leading benefits and challenging ourselves to do more to build a workplace – and society – that works for all. It takes you. It takes Aviva.