Head of Claims Operations
Apply NowCompany: AXA Group
Location: New York, NY 10025
Description:
Head of Claims Operations - Americas
Location - Chicago, Exton, Hartford, NYC
Our Claims team sets us apart. Our experienced Claims professionals use their specialized 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. 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.
As the Head of Claims Operations - Americas, you will be responsible for the day-to-day delivery of consistent and high quality operational claims support services within the region. In addition to assuring daily operating efficiencies, you will formulate business plans and direction for continued process improvement and continuity. You will be responsible for leading and coordinating critical claims operational activities including support of the design, execution and successful implementation of strategic initiatives towards continuous improvement.
DISCOVER your opportunity
What will your essential responsibilities include?
Continuously improving on an effective and efficient model and team for delivery of high quality claims operational support to the region, including the appropriate use and deployment of resources to accomplish goals.
Leading the Claims Operations - Americas team, including providing performance management, quality review, and day-to-day guidance, training and mentoring in support of colleagues' professional development.
Establishing, documenting and maintaining a catalogue of mutually agreed claims technical support services, including business processes, procedures and service level agreements (SLA's) for the provision of those services.
Developing a metrics framework for measuring the performance of the Claims Operations team against agreed upon SLA's and other standards of performance.
Serving as the primary point of contact and liaison with Global Claims Operations teams supporting Americas Claims, to ensure alignment (Shared Services, TPA/DA, PMO, QA & Claims Compliance, etc.)
Supporting the Global Claims Operations team in the maintenance of the business process narratives, which describe processes and key controls. Serving as Americas Claims liaison with Internal Audit, Financial Internal Controls, and the Company's auditors in their review of business processes and control testing.
Work with the Claims Services & Communications Officer to assure claims inquiry channels are appropriately monitored.
In alignment with the Global Claims Operations function, leading change and maintaining a culture of continuous improvement in Americas Claims Operations, identifying opportunities to more effectively or efficiently execute on services and agreed solutions. This includes, but is not limited to, partnering with Global Claims Operations on regional workstreams to plan, develop and deliver change across the Americas region.
Supporting the Head of Claims Strategy & Services by taking a leading role in planning, coordinating and implementing operational plans and activities.
Serving as the key liaison between IT and Claims' users of IT platforms for the ongoing support of platform use, including enhancements and business process improvement opportunities.
Providing leadership and direction for issues involving financial transactions - whether single issues or in the aggregate.
Assure alignment with the Vendor Management Governance Framework, to include supervision of resources directly involved with the associated processes and procedures.
In addition to the above key responsibilities, you may be required to undertake other duties from time to time as the Company may reasonably require.
You will report to the Head of Claims Strategy & Services.
SHARE your talent
SHARE your talent
We're looking for someone who has these abilities and skills:
Required Skills and Abilities:
Education: Bachelor's degree or equivalent required; insurance certifications (AIC, CPCU, ARM or similar) a plus.
Advanced experience in insurance industry operational/shared services support experience preferred; claims handling and/or management experience a plus.
Proven track record of consistently providing first class customer service internally and externally.
Desired Skills and Abilities:
Possesses effective analytical skills and sound judgment.
Interpersonal Communication: Excellent verbal, written and collaborative communication skills. Able to communicate effectively with internal and external stakeholders.
Capable of working and collaborating within a virtual team environment with either local or remote supervision.
Continuous Improvement Mindset: Willing to ask questions and explore new ideas. Eager to learn and focused on continuously improving administrative skills.
Proficiency with Microsoft suite of products.
Broad understanding of application development and support technologies. Experience in areas such as application monitoring, application support processes, application testing and release processes.
Displays an adaptable and flexible working style, remaining calm under pressure, adjusting comfortably to changing conditions / priorities.
FIND your future
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 axax l .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. That's why we have made a strategic commitment to attract, develop, advance and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential. It's about helping one another - and our business - to move forward and succeed.
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. 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:
For more information, please see Sustainability at AXA XL .
The U.S. pay range for this position is USD $130,000 - $227,500 . Actual pay will be determined based upon the individual's skills, experience, and location. We strive for market alignment and internal equity with our colleagues' pay.
At AXA XL, we know how important physical, mental, and financial health are to our employees, which is why we are proud to offer benefits such as a competitive retirement savings plan, health and wellness programs, and many other benefits. We also believe in fostering our colleagues' development and offer a wide range of learning opportunities for colleagues to hone their professional skills and to position themselves for the next step of their careers. For more details about AXA XL's benefits offerin gs , please visit US Benefits at a Glance 202 5 .
Location - Chicago, Exton, Hartford, NYC
Our Claims team sets us apart. Our experienced Claims professionals use their specialized 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. 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.
As the Head of Claims Operations - Americas, you will be responsible for the day-to-day delivery of consistent and high quality operational claims support services within the region. In addition to assuring daily operating efficiencies, you will formulate business plans and direction for continued process improvement and continuity. You will be responsible for leading and coordinating critical claims operational activities including support of the design, execution and successful implementation of strategic initiatives towards continuous improvement.
DISCOVER your opportunity
What will your essential responsibilities include?
Continuously improving on an effective and efficient model and team for delivery of high quality claims operational support to the region, including the appropriate use and deployment of resources to accomplish goals.
Leading the Claims Operations - Americas team, including providing performance management, quality review, and day-to-day guidance, training and mentoring in support of colleagues' professional development.
Establishing, documenting and maintaining a catalogue of mutually agreed claims technical support services, including business processes, procedures and service level agreements (SLA's) for the provision of those services.
Developing a metrics framework for measuring the performance of the Claims Operations team against agreed upon SLA's and other standards of performance.
Serving as the primary point of contact and liaison with Global Claims Operations teams supporting Americas Claims, to ensure alignment (Shared Services, TPA/DA, PMO, QA & Claims Compliance, etc.)
Supporting the Global Claims Operations team in the maintenance of the business process narratives, which describe processes and key controls. Serving as Americas Claims liaison with Internal Audit, Financial Internal Controls, and the Company's auditors in their review of business processes and control testing.
Work with the Claims Services & Communications Officer to assure claims inquiry channels are appropriately monitored.
In alignment with the Global Claims Operations function, leading change and maintaining a culture of continuous improvement in Americas Claims Operations, identifying opportunities to more effectively or efficiently execute on services and agreed solutions. This includes, but is not limited to, partnering with Global Claims Operations on regional workstreams to plan, develop and deliver change across the Americas region.
Supporting the Head of Claims Strategy & Services by taking a leading role in planning, coordinating and implementing operational plans and activities.
Serving as the key liaison between IT and Claims' users of IT platforms for the ongoing support of platform use, including enhancements and business process improvement opportunities.
Providing leadership and direction for issues involving financial transactions - whether single issues or in the aggregate.
Assure alignment with the Vendor Management Governance Framework, to include supervision of resources directly involved with the associated processes and procedures.
In addition to the above key responsibilities, you may be required to undertake other duties from time to time as the Company may reasonably require.
You will report to the Head of Claims Strategy & Services.
SHARE your talent
SHARE your talent
We're looking for someone who has these abilities and skills:
Required Skills and Abilities:
Education: Bachelor's degree or equivalent required; insurance certifications (AIC, CPCU, ARM or similar) a plus.
Advanced experience in insurance industry operational/shared services support experience preferred; claims handling and/or management experience a plus.
Proven track record of consistently providing first class customer service internally and externally.
Desired Skills and Abilities:
Possesses effective analytical skills and sound judgment.
Interpersonal Communication: Excellent verbal, written and collaborative communication skills. Able to communicate effectively with internal and external stakeholders.
Capable of working and collaborating within a virtual team environment with either local or remote supervision.
Continuous Improvement Mindset: Willing to ask questions and explore new ideas. Eager to learn and focused on continuously improving administrative skills.
Proficiency with Microsoft suite of products.
Broad understanding of application development and support technologies. Experience in areas such as application monitoring, application support processes, application testing and release processes.
Displays an adaptable and flexible working style, remaining calm under pressure, adjusting comfortably to changing conditions / priorities.
FIND your future
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 axax l .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. That's why we have made a strategic commitment to attract, develop, advance and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can 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.
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 Sustainability at AXA XL .
The U.S. pay range for this position is USD $130,000 - $227,500 . Actual pay will be determined based upon the individual's skills, experience, and location. We strive for market alignment and internal equity with our colleagues' pay.
At AXA XL, we know how important physical, mental, and financial health are to our employees, which is why we are proud to offer benefits such as a competitive retirement savings plan, health and wellness programs, and many other benefits. We also believe in fostering our colleagues' development and offer a wide range of learning opportunities for colleagues to hone their professional skills and to position themselves for the next step of their careers. For more details about AXA XL's benefits offerin gs , please visit US Benefits at a Glance 202 5 .