Location: Gibraltar (hybrid working 3 office days per week) #LI-Hybrid
Employment Type: Full time / Permanent
Additional Benefits: Annual Bonus, Cash-Car Allowance & Private Medical Insurance
Thought The AA only provide roadside assistance? Think again.
For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers from roadside assistance to home and motor insurance as well as providing the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as our Head of Claims and Operational Resilience, you’ll play a key part to our success and join us on this exciting motoring journey.
This is a unique opportunity to join AAUICL in a leadership role, shaping the future of claims governance, operational resilience, and customer outcomes across the AA. As Head of Claims and Operational Resilience, you will provide independent oversight and challenge across outsourced claims operations, ensuring services remain resilient, customer-focused, and fully aligned to regulatory expectations.
Working closely with senior leaders, regulators, and external partners, you will play a key role in strengthening governance, driving continuous improvement, and protecting customer outcomes during periods of operational disruption. If you are an experienced claims leader with strong regulatory expertise and a passion for delivering resilient, customer-first solutions, this is an opportunity to make a genuine impact within a complex and evolving environment.
- Lead oversight of outsourced claims providers, ensuring strong governance, operational resilience, customer outcomes, and compliance with regulatory and Consumer Duty requirements
- Act as a senior point of contact for claims governance and regulatory matters, supporting audits, reviews, resilience assessments, and engagement with regulators including the FCA and GFSC
- Provide independent oversight and challenge across claims controls, operational resilience frameworks, complaints, incidents, and service disruptions, ensuring risks are identified, managed, and escalated appropriately
- Monitor and review claims, conduct, and operational resilience performance data, delivering insight and reporting to Boards and senior committees on trends, risks, customer outcomes, and improvement opportunities
- Oversee the resilience of claims operations and outsourced providers, including business continuity, disaster recovery, incident management, and recovery planning to ensure service continuity during disruption events
- Provide oversight and challenge on complex and high-value claims, ensuring robust technical standards, effective escalation processes, and resilient customer service delivery during periods of operational stress
- Drive continuous improvement across claims operations and supply chain partners, supporting the development of claims and operational resilience strategy in line with evolving regulation, technology, and market expectations
Capability, Knowledge and Experience:
- Extensive experience in insurance claims leadership, ideally within motor insurance, with a strong understanding of claims operations, governance, and customer outcomes
- Proven experience managing outsourced claims providers or TPAs, with the ability to drive performance, accountability, and effective supplier relationships
- Strong knowledge of FCA and GFSC regulations, Consumer Duty, and conduct risk, with experience working within regulated insurance environments, including Gibraltar-regulated entities
- Excellent stakeholder management and influencing skills, with the confidence to engage effectively at Board, regulator, and senior leadership level
- Experience managing complex and high-value claims, with the ability to apply sound judgement, make balanced decisions, and provide constructive challenge
- Commercially astute and customer-focused, with high levels of integrity, strong regulatory awareness, and the ability to balance business priorities with customer outcomes
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
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