Complaints, Claims and Incident Management Manager

SUMMARY:

A well-established, London-based firm specialising in corporate finance, tax and accounting is seeking a Complaints, Claims and Incident Management Manager to be responsible for leading the firm’s complaints, claims and incident management framework. The successful candidate will ensure that operational incidents, client complaints, insurance claims, data protection incidents and regulatory matters are identified, investigated, managed and resolved effectively. The candidate will also act as the firm’s subject matter expert on complaints handling, insurance claims, incident investigations, root cause analysis and risk mitigation.

POSITION INFO:
Minimum requirements for the role: A degree or equivalent qualification in Risk, Insurance, Law, Business, Finance, Compliance or a related discipline, together with a professional qualification in Insurance, Risk Management, Compliance or Governance (e.g. CII, IRM or equivalent), would be advantageous Ideally 7+ years' experience in insurance, claims management, risk management, compliance, incident management or a related field Demonstrable experience managing insurance claims, notifications, insurer relationships, complex complaints and incident investigations Experience working within a regulated environment, preferably professional services or accountancy Strong analytical, investigative and problem-solving skills, with the ability to conduct root cause analysis and develop practical solutions Excellent communication and stakeholder management skills, including the ability to present findings and recommendations to senior leaders Strong organisational skills, sound judgement and the ability to manage multiple priorities in a fast-paced environment Experience managing Professional Indemnity, Cyber, Directors' and Officers' or Liability insurance matters and working with insurers, brokers and legal advisers would be advantageous The successful candidate will be responsible for: Managing the firm's complaints process, ensuring complaints are logged, investigated, resolved and escalated in accordance with regulatory, professional and internal requirements. Advising Service Line Heads on complex, sensitive or high-risk complaints, including response strategies and resolution outcomes. Monitoring complaint trends, maintaining the Incident Management Register and reporting recurring issues, emerging risks and improvement opportunities to the Audit, Risk and Compliance Committee (ARCC). Leading the management of insurance claims, circumstances and notifications across all corporate insurance programmes, including Professional Indemnity, Cyber, Directors' and Officers', Crime, Employers' Liability, Public Liability and Property. Assessing complaints, incidents and regulatory matters for potential insurance exposure, notification requirements and claims implications, and guiding Service Line Heads and stakeholders accordingly. Managing relationships with insurers, brokers, loss adjusters and legal advisers, maintaining the Insurance Log and Small Claim Bordereaux, and supporting the annual insurance renewal process. Maintaining and operating the incident management framework, ensuring incidents are logged, classified, investigated and escalated appropriately. Supporting investigations into significant incidents, service failures, control weaknesses and near misses, gathering evidence and preparing reports for senior management. Coordinating incident responses through to closure, ensuring lessons learned are identified, communicated and embedded across the business. Conducting root cause analysis on complaints, incidents, claims and control failures to identify underlying causes and systemic weaknesses. Developing corrective and preventative action plans, monitoring remediation through to completion and assessing its effectiveness. Supporting investigations into regulatory breaches, compliance failures and data protection incidents. Coordinating with the Data Protection Officer and IT teams on breach investigations, cyber events and notification requirements. Maintaining accurate records, audit trails and supporting documentation for regulatory reviews and internal governance. Producing high-quality management information, trend analysis and reporting packs on complaints, claims, incidents and insurance matters. Providing insights, recommendations and emerging risk updates to the Head of Risk and Policy, Chief Risk Officer and ARCC. Recommending improvements to policies, procedures, controls and operational practices to reduce risk exposure and improve resilience. Building strong relationships with Service Line Heads and support functions to promote proactive risk management and continuous improvement across the firm. Please note that subsequent to the screening and shortlisting process, all further communication will be entered into only with the shortlisted candidates. If you do not receive any feedback from us within 2 weeks of applying, please consider your application unsuccessful.