Assistant Claims Manager

Job Description:

Ipswich, UK

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.

This is a fantastic newly created permanent role to support the Ipswich Retail Casualty Claims Manager in the day to day running of the team including incoming work and resource allocation, oversight and control of both in-house and delegated claims and engagement with the Underwriters and other Stakeholders attaching to the UK portfolio. Pro-actively managing own caseload and providing guidance, instruction and clear development pathways to direct reports.

You will lead by example to deliver technical expertise and audit excellence for all direct reports and demonstrate pro-activity throughout the claim lifecycle for all claims, owned and referred.

Key to success is collaboration. Working with Claims Leadership, including AXA Group Management, Claims Handlers, Underwriters, Actuaries, Legal, CDAG and other departments, you will need to deliver the best customer experience, internally and externally. As the customer expectation and the business continue to evolve, the service provided will have to mirror this change and all Claims staff will be expected to focus on continuing improvement. This is very much part of the company philosophy.

You will be based in our Ipswich office; however, we are excited to have implemented our Smart Working initiative offering a hybrid way of working, combining both remote and office working.

What will your essential responsibilities include?

• Oversight, guidance and development of team members and direct reports and their work portfolios, to manage resource allocation and provide technical oversight, including coverage analysis, investigation, evaluation, reserving and resolution of a book of UK Casualty Claims in accordance with the GCHP.

• Managing own caseload of claims in accordance with the global guidelines and oversee those of your direct reports. This may include trend analysis, large loss reporting/Claims Alert, Watchlist and Roundtable meetings and Alternative Dispute Resolution initiatives.

• Management and oversight of key partners with delegated authority responsibility, ensuring quality of service and compliance with the contractual obligations they are obliged to deliver to ensure the outsourcing arrangements do not compromise the service that is expected of AXA and continue to enhance and develop the relationships
• Interaction with Stakeholder management attaching to delegated claims including Claims Delegated Authority Governance and TPA audit teams included
• Management and oversight of partners including Adjusters, Lawyers and other experts, facilitating delivery of the service level we are committed to. Performance, benchmarking and fairness to the customer all intrinsic to this aspect. Working with Procurement and Vendor Management in this regard.
• Assist the Casualty Claims Management Team with the strategic relationship of Brokers, clients, Actuaries, Practice and Underwriters relative to the portfolio, as well as partnering with key distribution partners and accounts to demonstrate the Claims value and execute on our service proposition including presenting at new business/renewal pitches and value adds such as client training seminars.
• Work with the Delegated team and Claims Management on deliverables for the Group Standard requirements ensuring effective implementation and oversight throughout.
• 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 statics 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 where required, including monitoring progress, providing advice and guidance to ensure high customer service levels are maintained.

• Maintain necessary reporting and controls across the team and assist Claims Managers with necessary reporting & controls across the team, including, but not limited to Claims portfolio management and Financial (FIC) controls ensure the AXA XL Claim Alert process is followed.

• Where issues identified with Claims processes or procedures, assist Claims Manager to implement improvements or try alternative solutions by being resolution focused and actively supporting short-term/long-term improvement initiatives.

• 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. Assist Claims Managers/Litigation Champions with the oversight of litigation strategy (Casualty only currently)

• Manage workload and resource allocation across the direct reports, considering expertise, claim complexity, workload, and other considerations.

• Assist Casualty Claims Manager to project manage key initiatives, where appropriate, participate in projects and/or act as project manager to execute projects and plans within agreed timescales.

• Active participation and accountability for the Quality Review Process. You will be required to audit and undertake quality feedback conversations with the view to improving the performance of your claims staff and influencing the outcomes on their claims Drive culture of continuous improvement and learning.

• 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 team during Manager's absence ensuring calendars and records 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. This is a demanding and dynamic component, and flexibility and adaptability is key.
• Statics claims management to manage these effectively
• Assist Claims Manager with implementing change and messaging relating to same
• Deputise in Claims Manager's absence, if required, at meetings, such Underwriting or Claims business review, watchlist, team or Department meetings.

You will report to the Claims Manager - Casualty.

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

• UK Casualty claims experience in Company Retail business
• Knowledge of legal entities and global claims handling in different jurisdictions
• Managing change
• Project management and performance delivery
• Influencing & Negotiation
• Ability to coach the team members to achieve required results, managing internal and external relationships proactively and overseeing ESS, influencing to ensure results are optimized. Ability to communicate and influence underwriters and the market, including handling complaints effectively as well as representing Casualty Claims at key Management or market meetings.
• Critical & Strategic Thinking
• Ability to manage resources including team workload allocation and pro-active management of vendor and TPA relationships. Ability to take a pre-emptive problem management, solution generation and resolution approach.
• Management of conflict
• Communication
• Ability to convey information in a clear, concise way to team, to senior management and to peers.
• To act as a leader and ambassador for AXA XL claims, presenting confidently and effectively at broker and client events, management engagements and team meetings. To supports underwriting teams and partners in connection with claim trends, marketing and business development/retention activities.
• Excellent communications at all levels required
• Organisation
• Exceptional self-organisation and time management skills are essential.
• Ability to organise 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 direct report(s) and the wider Casualty Team

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.

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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