AXA XL
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 lead and coordinate critical claims operational activities including support of the design, execution and successful implementation of strategic initiatives towards continuous improvement.
What You’ll Be DOING
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 (SLAs) for the provision of those services.
Developing a metrics framework for measuring the performance of the Claims Operations team against agreed upon SLAs 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, lead change and maintain 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.
Support the Head of Claims Strategy & Services by taking a leading role in planning, coordinating and implementing operational plans and activities.
Serve 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.
Provide 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 (Manager’s Title).
What You Will BRING 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.
Who WE Are 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. 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.
What We Offer Inclusion
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.
It’s about helping one another — and our business — to move forward and succeed.
Total Rewards AXA XL’s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalised, inclusive benefits that evolve as you do. We’re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.
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 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.
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 mobilising 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 programmes to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programmes. These include our Matching Gifts programme, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.
The U.S. base salary range for this position is USD 130,000 - 227,500.
Equal Opportunity Employer AXA XL is an Equal Opportunity Employer. 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 enables business growth and is critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential.
#J-18808-Ljbffr
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 lead and coordinate critical claims operational activities including support of the design, execution and successful implementation of strategic initiatives towards continuous improvement.
What You’ll Be DOING
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 (SLAs) for the provision of those services.
Developing a metrics framework for measuring the performance of the Claims Operations team against agreed upon SLAs 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, lead change and maintain 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.
Support the Head of Claims Strategy & Services by taking a leading role in planning, coordinating and implementing operational plans and activities.
Serve 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.
Provide 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 (Manager’s Title).
What You Will BRING 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.
Who WE Are 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. 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.
What We Offer Inclusion
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.
It’s about helping one another — and our business — to move forward and succeed.
Total Rewards AXA XL’s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalised, inclusive benefits that evolve as you do. We’re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.
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 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.
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 mobilising 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 programmes to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programmes. These include our Matching Gifts programme, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.
The U.S. base salary range for this position is USD 130,000 - 227,500.
Equal Opportunity Employer AXA XL is an Equal Opportunity Employer. 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 enables business growth and is critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential.
#J-18808-Ljbffr