Senior Claims Adjuster - Product Recall

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Senior Claims Adjuster - Product Recall - UK &Lloyd's

London, 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.

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.

This is a rewarding and interesting permanent role, where you will manage our UK & Lloyd's Product Recall claims across multiple jurisdictions.

You will be responsible for the Product Recall Claims portfolio emanating from business written from the UK ensuring technical and quality service levels are met. You will be responsible for driving 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 have the responsibility of the Product Recall Claims portfolio emanating from business written from the UK and ensure technical and quality service levels are met. You will take control for driving files to resolution focusing on achieving the best possible outcomes for AXA XL and clients by resolving and proactively settling claims. You will also provide appropriate management and oversee internal and external relationships, early identifying any issues and proactively finding solutions.

There is a heavy focus of working with underwriting counterparts and actuaries and external stakeholders, brokers and clients. You will also need to collaborate with Claims Leadership, Claims Practice, Claims Legal as required. You will also support other classes of business as required.

Your focus will be on working in close partnership with underwriting counterparts, actuaries, external stakeholders, brokers and clients and collaborating with Claims Leadership, Practice and Legal and supporting the Crisis Management team when needed.

This role will be based in our London office, however we are excited to be implementing our Smart Working initiative in the coming months offering a hybrid way of working, combining both remote and office working.

DISCOVER your opportunity

What will your essential responsibilities include?

You will be responsible for coverage analysis, investigation, evaluation, reserving and resolution of a book of Product Recall claims in accordance with established guidelines, service standards, and regulations to meet AXA XL technical and quality service levels.

• Manage a portfolio of claims, 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.

• Manage a strategic relationship with brokers, clients, actuaries, Practice and underwriters relative to the portfolio, including presenting at new business/renewal pitches and client training seminars.

• Supporting 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.

• Maintain necessary reporting and controls (e.g. FIC, quality reviews) to ensure robust governance is in place.

• Drive 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.

• Manage workload and support the claims team as needed.

• Project manage key initiatives within product line and wider function and execute within agreed timescales.

• Active participation and accountability for the Quality Review Process for area of responsibility, continually looking for ways to improve. Work 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.

• There may be a requirement to undertake ad hoc international travel.

You will report to the Head of Specialty, Marine, Energy & Aerospace.

SHARE your talent

SHARE your talent

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

• Significant Product Recall claims experience

• Sound knowledge of geopolitical and economic issues

• Working knowledge of Lloyd's minimum standards, Lloyd's regulations and the subscription market (desired but not essential)

• Experience influencing and leading the Market

• Knowledge of legal entities and global claims handling in different jurisdictions

• Experience implementing new market initiatives and managing change

• Adaptability to learn other product lines

• Managing internal and external relationships proactively and effectively leading the market.

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

• Ability to convey information in a clear, concise way to colleagues, 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.

• Skilled at working independently with minimal supervision from manager whilst ensuring work is done in the most effective way and SLAs are met.

• Ability to look for ways to improve day to day work. Identify areas where improvement requires and implement Continuous Improvement ("CI") measures with team, acting as a CI champion and ambassador.

• Capable of overseeing large losses and reporting of trends

• Confident using data to inform decision making on portfolio, including reviewing claims dashboard to manage portfolio, reporting trends and analysing problem areas including using data to manage experts.

• Ability to implement change in order to achieve departmental strategy, including communicating change effectively and providing support to the team through the change curve.

• Ability to lead projects within own department as well as participation and contribution to projects supporting global claims strategy.

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.