Assistant Claims Manager - Motor

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Assistant Claims Manager - Motor - UK

Ipswich, UK

As an Assistant Claims Manager you will be responsible for managing a small claims team within the mototr claims department and providing support to the Motor Claims Manager in the day to day running of the team including incoming work and resource allocation, engagement with the Underwriters and other Stakeholders attaching to the Motor Claims portfolio. Pro-actively managing a small claims caseload and providing guidance, instruction and clear development pathways to direct reports.

Leading by example to deliver technical expertise and audit excellence for all direct reports. Demonstrate pro-activity throughout the claim lifecycle for all claims, owned and referred.

Key to success is collaboration. Working with Claims Leadership, including AXA Group Management, Claims Handlers, Underwriters, Actuaries, Legal, CDAG and other departments, you will need to deliver the best customer experience, internally and externally. As the customer expectation and the business continue to evolve, the service provided will have to mirror this change and all Claims staff will be expected to focus on continuing improvement. This is very much part of the company philosophy.

DISCOVER your opportunity

What will your essential responsibilities include?

• Managing own caseload of complex claims in accordance with the global guidelines.

• Oversight, guidance and development of team members and direct reports and their work portfolios, including coverage analysis, investigation, evaluation, reserving and resolution of a book of International Casualty Claims in accordance with the GCHP.

• Management and oversight of key partners, ensuring quality of service in all of our jurisdictions and compliance with the contractual obligations they are obliged to deliver.

• Stakeholder management attaching to the Delegated Book - CDAG and TPA audit team included

• Management and oversight of other partners in all jurisdictions, including Adjusters, Lawyers and other experts, facilitating delivery of the service level we are committed to. Performance, benchmarking and fairness to the customer all intrinsic to this aspect. Working with Procurement and Vendor Management in this regard.

• Manage your own portfolio of claims and oversee those of your direct reports. This may include trend analysis, large loss reporting, Watchlist and RTM meetings and Alternative Dispute Resolution initiatives.

• Assist the Motor Claims Management Team 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.

• Work with the Delegated team and Claims Management on deliverables for the Group Standard requirements ensuring effective implementation and oversight throughout.

• Continue to enhance and develop the relationships with the delegated partners to ensure service delivery

• Work with Delegated Authority Team to review and improve documentation and process for onboarding, oversight and removal of key partners.

• Work with Claims Management on statics and incompletes initiatives reporting to the Leadership Team where required

• Support 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 handlers 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 reports, considering expertise, claim complexity, workload, and other considerations.

• Assist Motor 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 reports performance, development and success. Active involvement in technical coaching, as well as wider development, including identification and progression of high performers and promotion of a culture of constructive feedback within the team.

• Participate in Extended Claims Leadership meetings as well as on global strategic projects as required

• Validate and authorize absence on team during Manager's absence ensuring calendars and records up to date.

• Group Standards. In addition to the exacting standards of the GCHP, the role will include the ongoing management and delivery of the AXA Group Standards. Engagement with the Management and Leadership teams will form part of the role, as will adapting to changing expectations. This is a demanding and dynamic component, and flexibility and adaptability is key.

You will report to the Motor Claims Manager.

SHARE your talent

SHARE your talent

We're looking for someone who has these abilities and skills:

• ACII or Bachelor's degree desired but not essential.

• Experience in handling Accident Damage and Third Party Property Damage including Credit Hire.

• Experience influencing and leading the Market

• Good knowledge of the UK legal framework

• Experience implementing new market initiatives and managing change

• Project management and performance delivery

• Experience in completing internal audits

• Influencing & Negotiation

o Ability to coach the team members to achieve required results, managing internal and external relationships proactively and overseeing ESS, influencing to ensure results are optimized. Ability to communicate and influence underwriters and the market, including handling complaints effectively as well as representing Motor Claims at key Management or market meetings.

• Critical & Strategic Thinking

o Ability to manage resources including team workload allocation and pro-active management of vendor and TPA relationships to deliver on Product strategy. Ability to take a pre-emptive problem management, solution generation and resolution approach.

o Management of conflict

• Communication

o Ability to convey information in a clear, concise way to team, to senior management and to peers.

o To act as a leader and ambassador for AXA XL claims, presenting confidently and effectively at broker and client events, management engagements and team meetings. To support underwriting teams and partners in connection with claim trends, marketing and business development/retention activities.

o Excellent communications at all levels required

• Organisation

o Ability to organise 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

o Ability to look for ways to improve day to day work of direct report(s) and the wider Motor Team

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 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. 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 axaxl.com/sustainability