Claims Manager, London Wholesale Property
London, 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, taking ownership of critical issues relating to the claims management.
This is a fantastic role supporting the Head of Property & Casualty Claims in the management of the UK & Lloyd’s London Wholesale Open Market claims portfolio and effectively oversee direct reports.
You’ll lead direct reports 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. You will also be responsible for ensuring portfolio oversight and insights and provided to stakeholders to make better informed decisions.
In this role you will collaborate with claims leadership, claims handlers, underwriting counterparts, claims legal, brokers and clients as required. Maintain necessary reporting and controls as delegated by the Head of Property & Casualty Claims. 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.
What you’ll be doing
What will your essential responsibilities include?
- Lead and oversee a team of claim handlers managing Property claims, ensuring effective coverage analysis, investigation, evaluation, reserving and resolution in line with AXA XL guidelines, service standards and regulatory requirements.
- Own the performance, engagement and development of the team, including goal setting, performance management, technical coaching, succession planning and the identification and development of high‑potential talent, fostering a culture of constructive feedback and continuous learning.
- Manage a personal portfolio of claims and provide oversight of team portfolios, including direct handling of highly complex or large loss claims, identification of trends, reporting, and resolution of significant or problematic issues.
- Provide oversight of large losses and proactively manage litigation strategy on complex claims, including selection and management of external counsel in collaboration with management, Litigation and Claims teams, ensuring adherence to litigation management principles.
- Build and maintain strategic relationships with brokers, clients, underwriters, actuaries and Practice teams, including supporting new business and renewal activity, client training, marketing, business development and retention initiatives.
- Review and manage external vendor and Enterprise Shared Services performance across the portfolio, providing guidance and monitoring service delivery to ensure high customer service standards.
- Maintain robust reporting, controls and governance across the team, including compliance with the AXA XL Claim Alert and Quality Review processes, and drive a culture of continuous improvement and learning.
- Manage team workload, resource allocation and succession planning, ensuring optimal use of resources based on expertise, claim complexity and volume; support resource modelling, budget planning and expense management, including appropriate cost allocation to files.
- Lead and support process review and improvement initiatives within the product line, including project management of key initiatives delivered within agreed timescales.
- Deliver superior customer service to policyholders and brokers and ensure consistent standards across the team, proactively identifying and implementing improvements to the client experience.
- Undertake ad hoc international travel as required.
- This role is within the London Wholesale Property team. Depending on future work volumes, the opportunity may arise to work on other lines of business within Claims. We have also developed a cross-training program designed to provide team members with the chance to expand their skills and experience across different areas. At AXA XL, we believe in fostering a culture of continuous learning and development, and as such, there will be opportunities for training across various teams and expertise domains. We especially encourage new starters to take full advantage of these opportunities to broaden their skillsets, gain diverse experience, and support their growth. By doing so, colleagues can enhance their capabilities, contribute to innovation, and help us deliver exceptional service to our customers.
You will report to Head or Property & Casualty Claims, UK & Lloyd’s.
What you’ll bring
We’re looking for someone who has these abilities and skills:
Desired Skills and Abilities:
- Technical Claims Handling - Significant Property claims experience, working knowledge of Lloyd’s Claims Principles, Lloyd’s regulations, and the subscription market and knowledge of legal entities and global claims handling in different jurisdictions. Capable of overseeing large losses within team, including provision of authority, team mentoring and reporting of trends.
- 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.
- Analytic Skills - Possesses strong 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.
- Data analysis – Poised 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.
What we offer
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 axaxl.com/about-us/inclusion-and-diversity. 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 2023-26 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.
For more information, please see axaxl.com/sustainability.
Who we are
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 at axaxl.com
