Household Claims Audit & Controls Operations Manager

Are you a detail-driven leader with a passion for governance, quality assurance, and continuous improvement? Do you thrive in a fast-paced environment where customer outcomes and regulatory compliance are at the heart of everything you do? Do you want to be part of a company that truly puts its people first?

We’re looking for a Household Claims Audit & Controls Operations Manager to lead our Audit and Controls function. This is a pivotal role where you’ll shape and deliver oversight strategies, embed robust governance frameworks, and drive operational excellence across our household claims processes.

The Role

• Lead and manage the Audit & Controls team, ensuring effective frameworks for internal teams and strategic suppliers.
• Deliver risk-based audits and controls, producing actionable insights for senior stakeholders.
• Own and evolve our Process Governance Control Framework, ensuring compliance and continuous improvement.
• Provide assurance on supplier governance, risk controls, and customer outcomes.
• Conduct technical audits across a range of claim complexities, identifying trends and recommending improvements.
• Champion FCA Conduct Rules and Consumer Duty across all claims operations.
• Collaborate with cross-functional teams to align audit objectives with broader business goals.
• Drive continuous improvement initiatives to enhance efficiency, cost control, and customer satisfaction.

Skills & Experience

• Proven leadership experience in household claims, auditing, risk, or quality assurance.
• Strong understanding of home/property insurance products and regulatory frameworks.
• Strategic thinker with a track record of delivering impactful change.
• Excellent analytical skills and a data-driven mindset.
• Skilled communicator, able to influence and engage stakeholders at all levels.
• Organised, adaptable, and resilient in a dynamic environment.
• Proficient in data analysis and reporting tools.
• Customer-Centric: Focused on delivering fair and transparent outcomes.
• Empathetic & Analytical: Passionate about resolving issues with customer welfare in mind.
• Action-Oriented: Always looking for ways to improve and innovate.
• Collaborative: Builds strong relationships and communicates effectively.
• Resilient: Thrives in challenging environments and embraces continuous learning.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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