Home Claims Best Practice Manager
About AXA:
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.
AXA Retail helps people get back to the good stuff with quick, fuss-free home and car insurance and brilliant customer service.
Job overview:
Are you passionate about driving excellence and consistency across claims management? We're looking for a best practice expert for our home claims function - a strategic role where you'll champion best practice standards, build collective knowledge, and elevate the quality of claims closure across our team. This is an opportunity to make a real impact, transforming how we work together to deliver better outcomes for our customers and our business. If you're a strategic thinker with deep claims expertise and a talent for driving change through collaboration, we'd love to hear from you.
Key responsibilities:
• Develop best practice plans and claims strategies in line with business objectives, ensuring solutions address current needs and future challenges.
• Identify and develop claims indemnity initiatives that contribute towards profitability and the success of the Retail business.
• Monitor the external environment - tracking market developments, regulatory changes, and industry data to identify risks and opportunities in technical claims handling.
• Drive knowledge sharing collaboratively with Claims Managers, stakeholders, and the Claims Capability Development team to embed best practice and strategy.
• Establish technical claims standards that balance indemnity spend control, customer feedback, efficiency, compliance, and regulatory requirements with documented process guides.
• Ensure cost-effective protocols with market players are understood and embedded across the function.
• Build technical and professional competence across Claims teams, supporting qualifications (CII) and service excellence development.
• Represent AXA strategically at stakeholder meetings with underwriters, actuaries, and market forums, while championing succession planning and a 'one team' ethos.
Work arrangements:
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events. We're also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.
Working hours & shift pattern:
You'll work full time, 35 hours per week over 5 days.
Your skills & experience:
• Strategic influence - ability to shape thinking across Claims and engage key stakeholders effectively.
• Strong organisational capability - coordinate, prioritise, and manage complex workloads with clarity and focus.
• Strategic technical expertise - apply deep claims knowledge to inform sound decision-making and drive improvement.
• Skilled communicator - adapt your approach to connect with diverse audiences and build buy-in across the organisation.
• Change champion - embrace transformation, identify improvement opportunities, and support effective delivery of change initiatives.
• Collaboration - listen, consult, and work effectively with people; combine commercial awareness with external best practice insights and project delivery capability.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.
How to apply:
To apply, click on the 'apply now' button, you'll then need to log in or create a profile to submit your CV. We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we're proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to holly.2.beer@axa-uk.co.uk.
We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.
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