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Claims Management Professional

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Ipswich, Suffolk, United Kingdom AXA Group Full time
Job Description

Job Title: Claims Management Professional

Job Summary:

We are seeking a highly skilled Claims Management Professional to join our team at AXA Group. As an Assistant Claims Manager - Motor Claims, you will be responsible for managing a small claims team within the motor claims department and providing support to the Motor Claims Manager in the day-to-day running of the team.

Key Responsibilities:

  • Manage a small claims caseload and provide guidance, instruction, and clear development pathways to direct reports.
  • Lead by example to deliver technical expertise and audit excellence for all direct reports.
  • Pro-actively manage a small claims caseload and provide guidance, instruction, and clear development pathways to direct reports.
  • Collaborate with Claims Leadership, including AXA Group Management, Claims Handlers, Underwriters, Actuaries, Legal, CDAG, and other departments to deliver the best customer experience, internally and externally.
  • Manage own caseload of complex claims in accordance with the global guidelines.
  • Oversight, guidance, and development of team members and direct reports and their work portfolios, including coverage analysis, investigation, evaluation, reserving, and resolution of a book of International Casualty Claims in accordance with the GCHP.
  • Management and oversight of key partners, ensuring quality of service in all jurisdictions and compliance with contractual obligations.
  • Stakeholder management attaching to the Delegated Book – CDAG and TPA audit team included.
  • Management and oversight of other partners in all jurisdictions, including Adjusters, Lawyers, and other experts, facilitating delivery of the service level we are committed to.
  • Manage your own portfolio of claims and oversee those of your direct reports, including trend analysis, large loss reporting, Watchlist, and RTM meetings, and Alternative Dispute Resolution initiatives.
  • Assist the Motor Claims Management Team with the strategic relationship of Brokers, clients, Actuaries, Practice, and Underwriters relative to the portfolio, including presenting at new business/renewal pitches and client training seminars.
  • Work with the Delegated team and Claims Management on deliverables for the Group Standard requirements, ensuring effective implementation and oversight throughout.
  • Continue to enhance and develop the relationships with the delegated partners to ensure service delivery.
  • Work with Delegated Authority Team to review and improve documentation and process for onboarding, oversight, and removal of key partners.
  • Work with Claims Management on statistics and incompletes initiatives, reporting to the Leadership Team where required.
  • Support underwriting teams and partners in connection with claim trends, marketing, and business development and retention activities.
  • Review, evaluate, and manage external vendor relationships by portfolio.
  • Oversight of Enterprise Shared Services, including monitoring progress, providing advice, and guidance to ensure high customer service levels are maintained.
  • Maintain necessary reporting and controls across the team and ensure the AXA XL Claim Alert process is followed.
  • Drive a culture of continuous improvement and learning.
  • Work with Management, Claims Legal, and handlers to identify and select appropriate counsel. Pro-actively manage litigation strategy on largest/complex claims and ensure local adherence to litigation management principles.
  • Manage workload and resource allocation across the direct reports, considering expertise, claim complexity, workload, and other considerations.
  • Assist Motor Claims Manager to project manage key initiatives within the product line and execute within agreed timescales.
  • Active participation and accountability for the Quality Review Process for the area of responsibility, continually looking for ways to improve.
  • Assist working with key stakeholders on process review and 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.
  • Focus on direct reports' performance, development, and success. Active involvement in technical coaching, as well as wider development, including identification and progression of high performers and promotion of a culture of constructive feedback within the team.
  • Participate in Extended Claims Leadership meetings as well as on global strategic projects as required.
  • Validate and authorize absence on the team during Manager's absence, ensuring calendars and records are up to date.
  • Group Standards. In addition to the exacting standards of the GCHP, the role will include the ongoing management and delivery of the AXA Group Standards. Engagement with the Management and Leadership teams will form part of the role, as will adapting to changing expectations.

Requirements:

  • ACII or Bachelor's degree desired but not essential.
  • Experience in handling Accident Damage and Third Party Property Damage, including Credit Hire.
  • Experience influencing and leading the Market.
  • Good knowledge of the UK legal framework.
  • Experience implementing new market initiatives and managing change.
  • Project management and performance delivery.
  • Experience in completing internal audits.
  • Influencing & Negotiation.
  • Critical & Strategic Thinking.
  • Communication.
  • Organisation.
  • Continuous Improvement.