Claims Manager, Energy - UK & Lloyd's
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 Energy 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 Specialty in the management of the UK & Lloyd’s Energy 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 Marine & Energy 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.
Based in London, with a flexible/hybrid working arrangement under AXA XL policy. Occasional travel to broker/client locations and for training or claim reviews may be required.
What you’ll be doing
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 Energy claims in accordance with established guidelines, service standards, and regulations to meet AXA XL technical and quality service levels.
- Lead and oversee a team of claim adjusters managing Energy 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 and performance management including managing workload and resource allocation across the direct report(s), considering expertise, claim complexity, workload, and other considerations. Technical coaching, succession planning and the identification and development of high potential talent, fostering a culture of constructive feedback and continuous learning.
- 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 handle highly complex/ large loss files, as appropriate.
- Build and maintain strategic relationships of brokers, clients, actuaries, Practice and underwriters relative to the portfolio, including presenting at new business/renewal pitches, client training seminars, 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 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.
- 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.
- Engage in Projects to manage key initiatives within product line as well as on global strategic projects as required 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.
You will report to Head of Specialty Claims
What you’ll bring
We’re looking for someone who has these abilities and skills:
Experience
- Significant Energy claims experience (in energy/energy-related lines such as Energy Liability, Energy Downstream and Energy Upstream). Particular knowledge and understanding of Energy Transition. Proven track record in Lloyd’s market claims handling, large/complex losses.
- Working knowledge of Lloyd’s minimum standards, Lloyd’s regulations, and the subscription market
- Demonstrated ability to influence underwriting and Market stakeholders and to manage cross-functional relationships (brokers, clients, actuaries, practice leaders)
- Knowledge of legal entities and global claims handling in different jurisdictions
- Experience implementing new market initiatives and managing change
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 Energy 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 Energy 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.
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 strong 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.
At AXA XL we are happy to talk flexible working. We are committed to building a diverse and inclusive workforce and consider flexible ways of working for every role. Talk to us about how we can make flexibility work for you.
Learn more at axaxl.com.
