Job Description - Client Account Manager (78006249D20240920)
Job Number:
Client Account Manager (78006249D20240920)
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Client Account Manager
This advert will close on 7th March 2025
AXA XL’s culture of profitable growth is at the core of our business unit ethos, and the primary driver of both strategic and day-to-day decisions. As an extensive global business, we take pride in our raise the bar behaviours and strategic drivers, to unlock the potential of our client, brokers, coverholders and employees.
The mission of the Delegated Authority Service Centre (DASC) is to support the AXA XL UK & Lloyd’s ambition to be the preferred insurer for Delegated Authority business in the London Market.
The Client Account Manager will play a key role in significantly influencing and elevating the delegated business operations through the DASC.
In the role of Client Account Manager, you will be responsible for providing oversight of our Delegated Authority Partners and ensuring internal governance obligations are met. You’ll collaborate with our Delegated Authority Service Center (DASC), Claims Leadership, claims adjusters, DUG and CDAG, regional and underwriting counterparts, brokers, coverholders and third party administrators (TPAs). You will ensure our external stakeholders receive excellent service and that we adhere to all our regulatory requirements.
To be successful in this role you will have proven experience in client / business development management and pride yourself for delivering excellent customer service. You will have the ability to handle difficult conversations, demonstrating sound judgment and be highly organized.
You will be based in our Ipswich office, with occasional travel to our London 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?
1. In conjunction with the Delegated Authority Service and Delivery Manager, develop a documented approach to Delegated Authorities (including Assistance Providers) outlining trigger points, appetite for authority levels and controls with our claims goals in mind such as total cost of claim.
2. Ensure that any outsource arrangements comply with our guidelines and that due diligence is completed as required – both at the initial point of outsourcing and upon renewal of the contract.
3. Ensure that all due diligence is undertaken appropriately and liaise with the DA partner throughout the process through to contracting to ensure a timely and smooth process.
4. Ensure that all outsource arrangements are appropriately documented either through a TPA agreement and/or the addition of the relevant clause in the binding authority.
5. Working with the Loss Fund Manager and team to ensure that appropriate loss funds are set up, increased/decreased as required, reconciled and returned at the closure of the account in a timely fashion.
6. Ensure that coverholder/TPA complies with all SLAs and claims handling guidelines.
7. Attend monthly / quarterly meetings with all Delegated Authority Partners to review performance, identify any issues and record minutes and actions centrally.
8. Undertake performance analysis of Delegated Authority partners utilizing watertrace. Communicating any performance issues to internal and external stakeholders.
9. Identify Delegated Authority Partners where they work across classes and ensure issues and lessons learned are shared.
10. Collaborate with CDAG, DUG and Legal as appropriate in the event we need to off-board a Delegated Authority Partner.
11. Assist the Delegated Service and Delivery Manager in their resource modelling.
12. Active participation and accountability for the Quality Review Process for area of responsibility.
13. Produce year end thematic review of Delegated Authority Partners and plan for following year.
We’re looking for someone who has these abilities and skills:
1. Proven experience in relationship and stakeholder management within an insurance context.
2. Excellent communication and interpersonal skills, with the ability to collaborate effectively with various stakeholders.
3. Proactive approach and proven ability to solve issues, particularly where several groups of stakeholders are involved.
4. Excellent organizational and coordination skills, with the ability to manage multiple tasks and projects simultaneously.
5. Experience in governance reporting and transversal project involvement.
6. An understanding of regulatory and governance requirements specific to the insurance industry.
7. Ability to work with onshore and offshore teams.
8. Ability to challenge existing processes and implementing improvements.
9. Collaborative approach: Develop and maintain productive working relationships with brokers, claim handlers, underwriters, coverholders and TPAs.
10. Continuous Improvement Focused: Willing to ask questions and explore new ideas.
11. Client-service Oriented: Focused on value at all points in the claims experience delivering on our promise to clients.
FIND your future
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.
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.
Location
GB-GB-Ipswich
Work Locations
GB Ipswich 2nd floor, Civic Drive
Job Field
Claims
Schedule
Full-time
Job Type
Standard
AXA XL is an Equal Opportunity Employer and does not discriminate against any colleague or applicant for employment on the basis of race, color, national origin, religion, sex, gender identity and/or expression, sexual orientation, age, disability, genetic information, veteran status, military status or any other category protected by local law.
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