International Markets (IMa) brings together AXA markets in Latin America, Africa, Türkiye, Middle East, Southeast Asia and Korea with the determined and exciting ambition to create strong sustainable and profitable growth.
Driven by our culture, International Markets strengthens, energizes and develops innovative solutions and capabilities tailored to the diverse needs of our customers, whilst protecting our reputation, our brand and our balance sheet.
To support this emerging market-oriented business model, AXA IMa offers a multicultural and diverse environment (languages, countries, nationalities) and multiple international career development opportunities.
Mission
The Senior P&C Claims manager initiates and conducts the P&C claims activities, together with IMa entities, including all aspects like strategic vision, technical excellence and claims initiatives, transformation and process improvements, tool and vendor selection, insurance procurement, monitoring of activities, sharing best practices, sharing anti-fraud actions, building up claims’ analytics capabilities, recoveries and salvages and alignment with other functions locally and at IMa level.
Main Responsabilities
Under the IMa Head of Claims supervision the Senior Claims Expert will:
- Provide to all the entities timely and accurate service for claims transformation, initiatives and claims analytics. Share and support technical excellence and customer experience activities and selective involvement in entities’ claims initiatives (data analytics, fraud, recovery, IP, ease customer service etc.), and fostering to link initiatives to measurable P&L impact
- Develops the definition of working priorities together with local entities. Build relationships with local heads of P&C Claims, as an international expert. Travel to entities will be necessary as well as the ongoing remote interactions with the local teams and stakeholders.
- Assess capabilities, approaches and processes in the entities and help to design and implement action plans to improve along those dimensions.
- Strengthen the Claims community within IMa to share experiences, approaches, and knowledge (best practices). Building up the Claims Community at IMa, and liaise with other stakeholders in AXA Group
- Monitor key KPIs that indicate claims performance and engage in performance dialogue with local Claims Teams. Drive improved claims performance of the entities through a relevant and not heavy monitoring approach (from top-down to the details), which is seen as value add by Head of Claims in entities
- Support entities in case of highly large and sensitive claims (large / complex).
- Support and perform Group In-depth reviews of entities or IMa regional reviews, and support and follow up on review action plan and recommendations.
- Involvement in customer experience and technical Claims transformation projects in selected entities (e.g., implementation of new claims system, process redesign) resulting in improved NPS scores and lower average claims costs. Support entities on NPS measures to drive continuous improvement in the claims experience.
- Exchange regularly about P&C Claims with the IMa Retail and Commercial teams (claims/ operations expert). Promotion of cross-functional collaboration between (at least) Claims, Pricing/ Underwriting, Reinsurance and Reserving.
- Interface to Group Insurance Office Claims and contribute to their initiatives and working groups (where relevant for IMa entities). Liaise with other stakeholders in AXA Group. Ensure entities’ compliance to Group standards and Solvency II Policies in Claims, participating in IMa certification process.
- Involvement in Sophistication / Improvement of IT systems to improve data availability, automation as well as data quality.
- Involvement in Artificial intelligence projects related to Claims management.
Profile
Background:
- 8 Years + Experience in P&C insurance business.
- Currently working at minimum senior level.
- Working experience in Claims and/or fraud detection, Recoveries and Salvages; and involvement in operations, finance & controlling, product, pricing, underwriting and reserving.
- Experience of delivering customer experience improvements in the claims process will be considered an extra capability.
- Some international experience of different cultures and working practices preferable.
Technical Skills
- Fluent in Spoken & Written English (Spanish and French will be appreciated)
- Deep knowledge in claims management, processes, and tools
- Ability to interpret claims and financial information
- Broad knowledge of claims tool providers and their tools will be appreciated
- Data analytics knowledge will be appreciated
- Artificial intelligence knowledge will be appreciated
Soft Skills
- Prioritisation and organisation skills
- Critical thinking
- Strong communication skills, resilient, persistent and highly target-oriented
- Strong skills to manage complex projects (multiple countries, several stakeholders)
- Strong customer first competencies and mindset
- Ability to network, establish relationships, and gain credibility from more senior roles, good ability to interact with interlocutors of cross-function teams and various levels of seniority
- Ability to adapt in a changing environment
- Team player and team builder
- Autonomous and results-oriented
- Capacity to influence in entities decision making
- Data driven orientation
At AXA, we actively promote Diversity and Inclusion by offering equal opportunities. Possession of a disability certificate will be positively valued.
