Job Description:

CLAIMS AND CLIENT SERVICE MANAGER - MOTOR - UK &LLOYD’S

Ipswich, UK
At AXA XL we solve today’s complex risks to drive tomorrow’s innovation. We see our careers with AXA XL as a chance to unleash our potential globally. Cultivate expertise. Collaborate constantly. Analyse deeper. Dream bigger.
Our experienced Claims professionals use their specialised expertise to handle even the most complex claims seamlessly. How do you make a good thing better? You focus on excellence and creating a culture of continuous improvement. You create an environment that fosters collaboration, customer service and colleague development. And you build a team of passionate and innovative claims experts who see success as a reason to roll up their sleeves and drive for improvement – all part of the dynamism that exists throughout our claims team.
This is a fantastic and rewarding permanent opportunity to lead a team of dedicated claim adjusters and client relationship specialists to ensure our technical and quality service levels are met. You will provide technical advice and direction on the most complex matters, ensuring the quality and integrity of claim handling across the team whilst driving a culture based on continuous improvement. You will ensure that workload and resources are appropriately managed and that we are engaged strategically with clients and ensuring the delivery of exceptional customer service.
You will be responsible for ensuring stakeholders are provided with appropriate quantitative and qualitative insights that support portfolio management and insights that allow for swift identification of opportunities for improvement
This role will be based in our Ipswich office reporting into the Head of Specialty, Financial Lines and Motor.
What you’ll be DOING
What will your essential responsibilities include?

You will be responsible for ensuring that the claims team deliver upon our claims promise and creating a culture of growth, development and continuous improvement.

• Provide superior customer service to policyholders and brokers and ensure the same high customer service standards are upheld by all colleagues. Continually identify areas where client experience can be improved.
• Create robust resource model to ensure department makes best use of all resources to deliver the motor plan.
• Focus on each team member’s performance, development and success. Active involvement technical coaching, as well as overall development including active identification and development of high performers and promotion of a culture of constructive feedback within the team.
• Develop a client engagement strategy with the Client Relationship Manager and ensure they are supported to deliver against the plan.
• Lead a team of Motor claims professionals and client relationship specialists, including responsibility for their training and development.
• Ensure the Assistant Claims Managers are equipped to Manage the day-to-day activity of their respective teams in accordance with AXA XL claims handling guidelines, service standards, and in compliance with local regulations.
• Manage the strategic relationship with underwriters relative to the portfolio to ensure that new business can be supported utilizing resources available across both Client management and claims servicing.
• Supporting underwriting teams and partners in connection with claim trends, marketing and business development and retention activities.
• Review, evaluate and manage external vendor relationships for Motor working closely with the Vendor Manager.
• Develop the strategic relationship with ESS for the support of Motor Claims and oversee their progress against key performance indicators and providing advice and guidance to ensure high customer service levels are maintained.
• Identify strategic and tactical needs that can be solved through technology, process improvements, or training Project manage key initiatives within product line and execute within agreed timescales.
• Ensure robust expense discipline is maintained and expenses within span of control are reduced.
• Active participation and accountability for the Quality Review Process for area of responsibility, continually looking for ways to improve. Work with key stakeholders on process review and improvement.
• Focus on each team member’s performance, development and success. Active involvement technical coaching, as well as overall development including active identification and development of high performers and promotion of a culture of constructive feedback within the team.
• Maintain a regular and open channel of communication with underwriters and actuaries to keep them advised of developments on individual claims and accounts and provide insights on exposure change and emerging trends that could affect the portfolio and reserving.
• Manage KPIs and Metrics reporting and helping the Managers with remediation plans.
• Drive culture of continuous improvement and learning.

WHAT YOU WILL BRING

We’re looking for someone who has significant motor claims experience and the insurance industry regulatory environment who demonstrates these abilities and skills:

• Influencing and Negotiation: Ability to coach the team to achieve required results, managing internal and external relationships proactively (especially TPA/DA) and overseeing ESS including influencing to ensure results are at a high standard. Ability to influence underwriters and the market, including handling complaints effectively as well as representing Motor at key Management meetings.
• Critical and Strategic Thinking: Ability to manage resources including team workload allocation and pro-active management of vendor relationships in order to deliver on Product strategy. Ability to take a pre-emptive problem management, solution generation and resolution approach.
• Communication: Ability to convey information in a clear, concise way to team, senior management and peers. Acts as a leader and ambassador for AXA XL claims through presenting confidently and effectively at broker and client events and team meetings and supports underwriting teams and partners in connection with claim trends, marketing and business development/retention activities.
• Organization: Ability to organize the team to ensure work is being done in the most effective way and SLAs are being met. Skilled at working independently with minimal supervision from manager.
• Continuous Improvement: Ability to look for ways to improve day to day work of team and function. Identify areas where improvement requires and implement CI measures with team, acting as a CI champion and ambassador.
• Technical skills: Capable of overseeing large losses within team, including provision of authority, team mentoring and reporting of trends
• Analytic Skills: Possesses excellent analytical skills and sound judgment.
• Leadership: Role models by setting a high bar for performance, engagement and commitment. Ability to coach, develop, set expectations, evaluate and hold people accountable for delivering. Takes initiative and has the ability to lead independently.
• Data analysis: Confident using data to inform decision making on portfolio, including reviewing claims dashboard to manage portfolio, reporting trends and analyzing problem areas including using data to manage experts.
• Change Management: Ability to implement change in order to achieve departmental strategy, including communicating change effectively and providing support to the team through the change curve.
• Project management: Ability to lead projects within own department as well as participation and contribution to projects supporting global claims strategy.

WHO WE ARE

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.
How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business property, casualty, professional, financial lines and specialty.
With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.
Learn more at axaxl.com

• Provide superior customer service to policyholders and brokers and ensure the same high customer service standards are upheld by all colleagues. Continually identify areas where client experience can be improved.
• Create robust resource model to ensure department makes best use of all resources to deliver the motor plan.
• Focus on each team member’s performance, development and success. Active involvement technical coaching, as well as overall development including active identification and development of high performers and promotion of a culture of constructive feedback within the team.
• Develop a client engagement strategy with the Client Relationship Manager and ensure they are supported to deliver against the plan.
• Lead a team of Motor claims professionals and client relationship specialists, including responsibility for their training and development.
• Ensure the Assistant Claims Managers are equipped to Manage the day-to-day activity of their respective teams in accordance with AXA XL claims handling guidelines, service standards, and in compliance with local regulations.
• Manage the strategic relationship with underwriters relative to the portfolio to ensure that new business can be supported utilizing resources available across both Client management and claims servicing.
• Supporting underwriting teams and partners in connection with claim trends, marketing and business development and retention activities.
• Review, evaluate and manage external vendor relationships for Motor working closely with the Vendor Manager.
• Develop the strategic relationship with ESS for the support of Motor Claims and oversee their progress against key performance indicators and providing advice and guidance to ensure high customer service levels are maintained.
• Identify strategic and tactical needs that can be solved through technology, process improvements, or training Project manage key initiatives within product line and execute within agreed timescales.
• Ensure robust expense discipline is maintained and expenses within span of control are reduced.
• Active participation and accountability for the Quality Review Process for area of responsibility, continually looking for ways to improve. Work with key stakeholders on process review and improvement.
• Focus on each team member’s performance, development and success. Active involvement technical coaching, as well as overall development including active identification and development of high performers and promotion of a culture of constructive feedback within the team.
• Maintain a regular and open channel of communication with underwriters and actuaries to keep them advised of developments on individual claims and accounts and provide insights on exposure change and emerging trends that could affect the portfolio and reserving.
• Manage KPIs and Metrics reporting and helping the Managers with remediation plans.
• Drive culture of continuous improvement and learning