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Client Account Manager - Property Claims
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.
Our Claims teams apart. Our experienced Claims professionals use their specialised expertise to handle even the most complex claims seamlessly. You create an environment that fosters collaboration, customer service and colleague development.
Our property claims team manage and resolve claims for our customers. They work closely together to bring claims to resolution through interaction and collaboration with the practice leader, underwriting team, brokers, clients, and experts on assigned accounts.
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 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 on 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 newly refurbished 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.
DISCOVER your opportunity
What will your essential responsibilities include?
1. In conjunction with Managers develop a documented approach to Delegated Authorities outlining trigger points, appetite for authority levels and controls with our claims goals in mind.
2. Ensure that any outsource arrangements comply with our guidelines and that due diligence is completed as required.
3. Ensure that all due diligence is undertaken appropriately and liaise with the DA partner throughout the process to ensure a timely and smooth process.
4. Ensure that all outsource arrangements are appropriately documented, including details of the authority granted, any relevant SLAs and fee arrangements.
5. Work with the Loss Fund team to ensure that appropriate loss funds are set up, 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.
8. Undertake performance analysis of Delegated Authority partners utilizing watertrace.
9. Ensure any issues identified outside of any audit are logged, a remediation plan put in place and followed through within the timeframe provided.
10. Identify Delegated Authority Partners where they work across class and ensure issues and lessons learned are shared.
11. Collaborate with CDAG, DUG and Legal as appropriate in the event we need to off-board a Delegated Authority Partner.
12. Assist the Managers in their resource modelling.
13. Active participation and accountability for the Quality Review Process for area of responsibility.
14. Produce year-end thematic review of Delegated Authority Partners and plan for the following year.
15. Requirement of the role to work from the London office at least 1 day each week.
You will report to Claims Manager - London Wholesale Property Claim.
SHARE your talent
We're looking for someone who has these abilities and skills:
1. Analytic Skills: Possesses excellent analytical skills and sound judgment.
2. Exceptional communication: Excellent verbal and written communication, collaboration, presentation and influencing skills.
3. Collaborative approach: Develop and maintain productive working relationships with brokers, claim handlers, underwriters, coverholders and TPAs.
4. Results Oriented: Approach tasks proactively and anticipate needs.
5. Continuous Improvement Focused: Willing to ask questions and explore new ideas.
6. Client-service Oriented: Focused on value at all points in the claims experience.
FIND your future
AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. We partner with those who move the world forward.
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.
At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success.
* 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.
Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.
Sustainability
At AXA XL, Sustainability is integral to our business strategy.
* Valuing nature: We're committed to protecting and restoring nature.
* Addressing climate change: We're building a net zero strategy.
* Integrating ESG: We're training our colleagues and evolving our sustainability governance.
* AXA Hearts in Action: We have established volunteering and charitable giving programs.
For more information, please see axaxl.com/sustainability.
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