Client Account Manager - Property Claims

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Client Account Manager - Property Claims

Ipswich, UK

At AXA XL we solve today's complex risks to drive tomorrow's innovation. We see our careers with AXA XL as a chance to unleash our potential globally. Cultivate expertise. Collaborate constantly. Analyze deeper. Dream bigger.

Our Claims teams 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 - all part of the dynamism that exists throughout our claims team.

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.

In the role of Client Account Manager, you will be responsible for providing an oversight of our Delegated Authority Partners and ensuring internal governance obligations are met. You'll collaborate with Claims Leadership, claims adjusters, DUG and CDAG, regional and underwriting counterparts, brokers, coverholders and third party administrators (TPAs). You will ensure our external stakeholders receive excellent service and that we adhere to all our regulatory requirements.

To be successful in this role you will have proven experience in client / business development management and pride yourself for delivering excellent customer service. You will have the ability to handle difficult conversations, demonstrating sound judgment and be highly organized.

You will be based in our newly refurbished Ipswich office, with occasional travel to our London office, however we are excited to have implemented our Smart Working initiative offeringa hybrid way of working, combining both remote and office working.

DISCOVER your opportunity

What will your essential responsibilities include?

• In conjunction with Managers develop a documented approach to Delegated Authorities (including Assistance Providers) outlining trigger points, appetite for authority levels and controls with our claims goals in mind such as total cost of claim.

• Ensure that any outsource arrangements comply with our guidelines and that due diligence is completed as required - both at the initial point of outsourcing and upon renewal of the contract.

• Ensure that all due diligence is undertaken appropriately and liaise with the DA partner throughout the process through to contracting to ensure a timely and smooth process. Liaise with the broker where appropriate to ensure that they are kept advised of developments.

• Ensure that all outsource arrangements are appropriately documented either through a TPA agreement and/or the addition of the relevant clause in the binding authority. This should include details of the authority that has been granted, any relevant SLAs and fee arrangements. Claims adjusters should be made aware of the outsource arrangements and any requirements of that arrangement.

• Working with the Loss Fund team to ensure that appropriate loss funds are set up, increased/decreased as required, reconciled and returned at the closure of the account in a timely fashion.

• Ensure that coverholder/TPA complies with all SLAs and claims handling guidelines. This will include:

- Providing support on production of documentation for audits. Attend wrap up meetings and follow up with the relevant owners of audit actions through to completion, escalating as appropriate.

- Attend monthly / quarterly meetings with all Delegated Authority Partners to review performance, identify any issues and record minutes and actions centrally in the M&R tool. Ensure all actions followed up in a timely manner.

- Undertake performance analysis of Delegated Authority partners utilizing watertrace. Communicating any performance issues to internal and external stakeholders.

- Ensure any issues that are identified outside of any audit are logged, a remediation plan put in place and followed through within the timeframe provided. Ensuring stakeholders are kept appraised of developments.

• Identify Delegated Authority Partners where they work across class and ensure issues and lessons learned are shared.

• Collaborate with CDAG, DUG and Legal as appropriate in the event we need to off-board a Delegated Authority Partner.

• Assist the Managers in their resource modelling (this can include identifying opportunities to increase existing trusted Delegated Authority Partners' authorities to create capacity)

• Active participation and accountability for the Quality Review Process for area of responsibility. Work with key stakeholders on process review and improvement.

• Produce year end thematic review of Delegated Authority Partners and plan for following year.

• Requirement of the role to work from the London office at least 1 day each week . Initial training may require more frequent travel to the London office.

You will report to Claims Manager - London Wholesale Property Claim

SHARE your talent

SHARE your talent

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

• Analytic Skills: Possesses excellent analytical skills and sound judgment.

• Exceptional communication: Excellent verbal and written communication, collaboration, presentation and influencing skills. Able to communicate effectively with internal and external stakeholders at all levels of sophistication. Ability to work in a fast-paced environment and efficiently juggle numerous concurrent responsibilities.

• Collaborative approach: Develop and maintain productive working relationships with brokers, claim handlers, underwriters, coverholders and TPAs. Provide guidance and seek input from others as needed to achieve the best result possible. Capable of working and collaborating with a virtual team.

• Results Oriented: Approach tasks proactively and anticipate needs. Think quickly and prioritize multiple work streams without sacrificing quality. Act with a sense of urgency.

• Continuous Improvement Focused: Willing to ask questions and explore new ideas. Eager to learn and focused on continuously improving technical skills and AXA XL claims capabilities.

• Client-service Oriented: Focused on value at all points in the claims experience delivering on our promise to clients.

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