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. 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.
Our property claims team manage and resolve claims for our customers. They work closely together to bring claims to resolution. This is achieved through the interaction and collaboration with the practice leader and the underwriting team and with brokers, clients and experts on assigned accounts, taking ownership of critical issues relating to the claims management.
This is a fantastic role supporting the Property Claims Manager in the management of the UK & Lloyd’s Property claims portfolio and effectively oversee direct report(s) over different locations
You’ll 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.Demonstrate AXA XL behaviours and values at all times.
You will be based in our London and/or Ipswich office and will be required to travel between locations. However, 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?
· 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.
· Manage you 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 handle highly complex/ large loss files, as appropriate.
- Provide qualitative and quantitative reporting to key stakeholders, particularly following large events. Ensure that impact of such events is proactively monitored, overseen and reported to stakeholders
· Ensure collaboration with Claims Manager and Practice leaders where appropriate to ensure consistent and effective handling of claims
· 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.
· Supporting underwriting teams and partners in connection with claim trends, marketing and business development and retention activities.
- Manage a strategic relationship with brokers, coverholders, TPAs and underwriters relative to the portfolio, including presenting at new business/renewal pitches and delegated authority training seminars, supporting 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 ensure the AXA XL Claim Alert process is followed. Drive culture of continuous improvement and learning.
- Work with Management, Claims Legal and handler to identify and select appropriate counsel. Pro-actively manage litigation strategy on largest / complex claims and ensure local adherence to litigation management principles.
- Manage workload and resource allocation across the direct report(s), considering expertise, claim complexity, workload, and other considerations.
- Assist Claims Manager to Project manage key initiatives within product line and execute within agreed timescales.
- Active participation and accountability for the Quality Review Process for area of responsibility, continually looking for ways to improve. Assist working with key stakeholders on process review and improvement.
- 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 report(s) performance, development, and success. Active involvement technical coaching, as well as overall development including active identification and development of high performers and promotion of a culture of constructive feedback within the team.
- Participate in Extended Claims Leadership meetings, Underwriting meetings as well as on global strategic projects as required
- 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. Other occasional travel to other sites is also to be expected.
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
· Significant Property claims experience, preferably within UK, US and Canada.
· Significant knowledge and experience of delegated authority arrangements
· Working knowledge of Lloyd’s minimum standards, Lloyd’s regulations and the subscription market
· Working knowledge of conduct risk requirements and how these impact claims handling
· Experience influencing and leading the Market
· Knowledge of legal entities and global claims handling in different jurisdictions, including a working knowledge of US claims
· Experience implementing new market initiatives and managing change
· Experience of managing a team
Skills
Influencing and Negotiation - Ability to coach the team to achieve required results, managing internal and external relationships proactively and overseeing ESS including influencing to ensure results are at a high standard. Ability to influence underwriters and the market, including handling complaints effectively as well as representing Property at key Management meetings.
Critical and Strategic Thinking - Ability to manage resources including team workload allocation and pro-active management of vendor relationships 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 team, 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.
Organization - Ability to organize 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 Property Team. 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 within team, including provision of authority, team mentoring and reporting of trends.
Analytic 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 to achieve departmental strategy, including communicating change effectively and providing support to direct report(s) 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.
