Motor Operations Manager

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. Analyze deeper. Dream bigger.

At AXA XL our Claims team sets us apart. 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.

You will be responsible for the operational support of the Motor Claims team to ensure technical and quality service levels are met. You will be responsible for delivering data insights that support proactive claims handling, and strategic portfolio management. You will also help deliver streamlined processes and ensure friction from claims handling is removed.

You will manage the relationship with ESS to ensure service deliverables are understood and being met. You will identify opportunities to expand ESS workload and ensure that appropriate business process documents are submitted to support this. You will also ensure annual reviews are carried out of all process documents issued to ESS to ensure that they are maintained current. You will be the point of conduct for system related queries, enhancement and testing.

You will oversee external relationships ensuring they are performing to the expected standard and liaising with the Vendor Manager and the Motor Client Service and Claims Manager to identify successes or areas for improvement.   

You will work closely with Middle Office, Portfolio Solutions Manager and actuaries to ensure portfolio data needs are understood and produced regularly. You will also be aligned to the UK & Lloyd's Claims Operations Team to ensure alignment across the region.

This is a hybrid role, combining both remote working and being based in our Ipswich office reporting into the Motor Client Service and Claims Manager role.

What will your essential responsibilities include?

You will be responsible for supporting the operational excellence of the Motor Claims team by producing daily stats, highlighting areas of focus for Managers, analysing KPIs and other performance metrics and portfolio analysis. You will champion continuous improvement and partner with ESS and vendors to ensure the delivery of the claims strategy.

• Manage the portfolio insights including trend identification and reporting.
• Manage KPIs and Metrics reporting and helping the Managers with remediation plans.
• Manage a strategic relationship with ESS and key vendors.
• Supporting underwriting team and clients in connection with claim trends and loss run reporting.
• Ensure processes are streamlined and any friction eliminated.
• Be a system Ambassador.
• Drive culture of continuous improvement and learning.
• Ensure tools are available to help Managers manage workload and support the claims team as needed.
• Project manage key initiatives within product line and wider function and execute within agreed timescales.

We're looking for someone who has these abilities and skills:

• Significant Portfolio Analytical skills having used Power BI, python or other similar reporting tools.
• Significant Operational expertise in process optimization
• An understanding or insurance regulation
• Knowledge of Motor insurance
• Experience implementing new market initiatives and managing change
• Adaptability to learn other product lines
• Influencing and Negotiation
  • Managing internal and external relationships proactively and effectively leading the market.    
• 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 colleagues, 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.
• Organisation
  • Skilled at working independently with minimal supervision from manager whilst ensuring work is done in the most effective way and SLAs are met.
• Continuous Improvement
  • Ability to look for ways to improve day to day work. Identify areas where improvement requires and implement Continuous Improvement ("CI") measures with team, acting as a CI champion and ambassador.
• Technical Skills
  • Capable of overseeing large losses and reporting of trends
• Analytical 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.

Inclusion

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.   At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That's why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. It's about helping one another — and our business — to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
• Robust support for Flexible Working Arrangements
• Enhanced family-friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

Learn more at   AXA XL is an Equal Opportunity Employer.

Total Rewards

AXA XL's Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do.

We're committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our Sustainability strategy, called "Roots of resilience", focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars:

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We're committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We're training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action:  We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL's "Hearts in Action" programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.

For more information, please see

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.