Claims Manager - London Wholesale Casualty

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. You focus on excellence and creating a culture of continuous improvement, fostering 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.

Our Casualty claims team manage and resolve claims for our customers, working closely together to bring claims to resolution through interaction and collaboration with the practice leader, underwriting team, brokers, clients and experts, taking ownership of critical issues relating to claims management. This role supports the Head of Property & Casualty Claims in managing the UK & Lloyd’s London Wholesale Casualty claims portfolio.

You’ll lead direct reports to ensure technical and quality service levels are met, manage workload and actively provide technical oversight and coaching. You will drive 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 also be responsible for ensuring portfolio oversight and insights are provided to stakeholders to make better informed decisions. In this role you will collaborate with claims leadership, claims handlers, underwriting counterparts, claims legal, brokers and clients as required. You will maintain necessary reporting and controls as delegated by the Head of Property & Casualty Claims.

Drive a culture of continuous improvement and learning within the claims team and actively support short- and long‑term improvement initiatives. Demonstrate AXA XL behaviours and values at all times.

What you’ll be doing

• Lead and oversee a team of claim handlers managing Casualty claims, ensuring effective coverage analysis, investigation, evaluation, reserving and resolution in line with AXA XL guidelines, service standards and regulatory requirements.
• Own the performance, engagement and development of the team, including goal setting, performance management, technical coaching, succession planning and the identification and development of high‑potential talent, fostering a culture of constructive feedback and continuous learning.
• Manage a personal portfolio of claims and provide oversight of team portfolios, including direct handling of highly complex or large loss claims, identification of trends, reporting, and resolution of significant or problematic issues.
• Provide oversight of large losses and proactively manage litigation strategy on complex claims, including selection and management of external counsel in collaboration with management, Litigation and Claims teams, ensuring adherence to litigation management principles.
• Build and maintain strategic relationships with brokers, clients, underwriters, actuaries and Practice teams, including supporting new business and renewal activity, client training, marketing, business development and retention initiatives.
• Review and manage external vendor and Enterprise Shared Services performance across the portfolio, providing guidance and monitoring service delivery to ensure high customer service standards.
• Maintain robust reporting, controls and governance across the team, including compliance with the AXA XL Claim Alert and Quality Review processes, and drive a culture of continuous improvement and learning.
• Manage team workload, resource allocation and succession planning, ensuring optimal use of resources based on expertise, claim complexity and volume; support resource modelling, budget planning and expense management, including appropriate cost allocation to files.
• Lead and support process review and improvement initiatives within the product line, including project management of key initiatives delivered within agreed timescales.
• Deliver superior customer service to policy holders and brokers and ensure consistent standards across the team, proactively identifying and implementing improvements to the client experience.
• Undertake ad hoc international travel as required.

This role is within the London Wholesale Casualty team. Depending on future work volumes, the opportunity may arise to work on other lines of business within Claims. We have developed a cross‑training program designed to provide team members with the chance to expand their skills and experience across different areas.

At AXA XL, we believe in fostering a culture of continuous learning and development, and as such, there will be opportunities for training across various teams and expertise domains. We especially encourage new starters to take full advantage of these opportunities to broaden their skillsets, gain diverse experience, and support their growth.

What you’ll bring

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

• Technical Claims Handling: Significant Casualty claims experience (including US claims), working knowledge of Lloyd’s Claims Principles, Lloyd’s regulations, and the subscription market and knowledge of legal entities and global claims handling in different jurisdictions.
• Influencing and Negotiation: Ability to coach the team to achieve required results, managing internal and external relationships proactively and overseeing ESS including influencing to ensure results are at a high standard.
• Critical and Strategic Thinking: Ability to manage resources including team workload allocation and pro‑active management of vendor relationships to deliver on Product strategy.
• Communication: Ability to convey information in a clear, concise way to team, senior management and peers.
• Organization: Ability to organize the team to ensure work is being done in the most effective way and SLAs are being met.
• Continuous Improvement: Ability to look for ways to improve day to day work of direct report(s) and the Property Team.
• Analytic Skills: Possesses excellent analytical skills and sound judgment.
• Leadership: Role models by setting a high bar for performance, engagement, and commitment.
• Data analysis: Comfortable using data to inform decision making on portfolio, including reviewing claims dashboard to manage portfolio, reporting trends and analyzing problem areas.
• Change Management: Ability to implement change to achieve departmental strategy, including communicating change effectively and providing support to direct report(s) through the change curve.
• Project management: Ability to lead projects within own department as well as participation and contribution to projects supporting global claims strategy.

What we offer

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 enables business growth and is critical to our success.

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 personalized, inclusive benefits that evolve as you do.

At AXA XL, Sustainability is integral to our business strategy. Our 2023‑26 Sustainability strategy focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. We reinvent re/insurance by combining a comprehensive and efficient capital platform, data‑driven insights, leading technology, and the best talent in an agile and inclusive workspace.