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Assistant Claims Manager, Property
London/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. We focus on excellence and creating a culture of continuous improvement, fostering collaboration, customer service, and colleague development.
Our property claims team manages and resolves claims for our customers through interaction and collaboration with the practice leader, underwriting team, brokers, clients, and experts on assigned accounts, taking ownership of critical issues related to claims management.
This role supports the Property Claims Manager in managing the UK & Lloyd's Property claims portfolio and overseeing direct report(s) across different locations.
You will lead direct report(s) to ensure technical and quality service levels are met, manage workload, and actively provide technical oversight and coaching. Drive files to resolution to achieve the best possible outcomes for AXA XL and its clients by resolving and settling claims proactively. Ensure appropriate management and oversight of internal and external relationships with early identification of issues and proactive resolution.
In this role, you will collaborate with claims leadership, claims handlers, underwriting counterparts, actuaries, claims legal, brokers, and clients as required. Maintain necessary reporting and controls as delegated by the Property Claims Manager. Drive a culture of continuous improvement and learning within the claims team and actively support short- and long-term improvement initiatives.
You will be based in our London and/or Ipswich office and will be required to travel between locations. We have implemented our Smart Working initiative offering a hybrid way of working, combining both remote and office working.
DISCOVER your opportunity
What will your essential responsibilities include?
1. Oversee direct report(s) and their processes related to coverage analysis, investigation, evaluation, reserving, and resolution of a book of Property claims in accordance with established guidelines, service standards, and regulations to meet AXA XL technical and quality service levels.
2. Manage your own portfolio of claims and oversee those of your direct report(s), including trend identification and reporting, oversight of large losses and problem-solving key issues, as well as providing individual claim oversight using a consultative approach, and directly handling highly complex/large loss files, as appropriate.
3. Provide qualitative and quantitative reporting to key stakeholders, particularly following large events, ensuring that the impact of such events is proactively monitored, overseen, and reported to stakeholders.
4. Ensure collaboration with Claims Manager and Practice leaders where appropriate to ensure consistent and effective handling of claims.
5. Assist the Claims Manager 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.
6. Manage a strategic relationship with brokers, coverholders, TPAs, and underwriters relative to the portfolio.
7. Review, evaluate, and manage external vendor relationships by portfolio.
8. Oversight of Enterprise Shared Services where required, including monitoring progress, providing advice and guidance to ensure high customer service levels are maintained.
9. Maintain necessary reporting and controls across the team and ensure the AXA XL Claim Alert process is followed.
10. Work with Management, Claims Legal, and handlers to identify and select appropriate counsel, proactively managing litigation strategy on the largest/complex claims.
11. Assist Claims Manager to project manage key initiatives within the product line and execute within agreed timescales.
12. Active participation and accountability for the Quality Review Process for area of responsibility, continually looking for ways to improve.
13. Provide superior customer service to policyholders and brokers and ensure the same high customer service standards are upheld by all colleagues.
14. Focus on direct report(s) performance, development, and success.
15. Participate in Extended Claims Leadership meetings, Underwriting meetings, and global strategic projects as required.
16. Requirement of the role to work at least one day a week in your primary office (London/Ipswich) and to comply with our smart working agreements.
SHARE your talent
We're looking for someone who has these abilities and skills:
Education
ACII or Bachelor's degree desired but not essential.
Experience
1. Significant Property claims experience, preferably within UK, US, and Canada.
2. Significant knowledge and experience of delegated authority arrangements.
3. Working knowledge of Lloyd's minimum standards, Lloyd's regulations, and the subscription market.
4. Working knowledge of conduct risk requirements and how these impact claims handling.
5. Experience influencing and leading the Market.
6. Knowledge of legal entities and global claims handling in different jurisdictions.
7. Experience implementing new market initiatives and managing change.
8. Experience of managing a team.
Skills
1. Influencing and Negotiation - Ability to coach the team to achieve required results, managing internal and external relationships proactively.
2. Critical and Strategic Thinking - Ability to manage resources including team workload allocation and proactive management of vendor relationships.
3. Communication - Ability to convey information clearly and concisely.
4. Organization - Ability to organize the team effectively and meet SLAs.
5. Continuous Improvement - Ability to identify areas for improvement and implement Continuous Improvement measures.
6. Technical skills - Capable of overseeing large losses within the team.
7. Analytic Skills - Possesses excellent analytical skills and sound judgment.
8. Leadership - Role models high performance and engagement.
9. Data analysis - Confident using data to inform decision-making.
10. Change Management - Ability to implement change effectively.
11. Project management - Ability to lead projects within the department.
FIND your future
AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks.
Learn more at axaxl.com
Inclusion & Diversity
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.
AXA XL is an Equal Opportunity Employer.
Sustainability
At AXA XL, Sustainability is integral to our business strategy.
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