Head of Claims Operations & Excellence - UK & Lloyds in London

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.

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. 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 Head of Claims Operations, you will be responsible for leading and delivering the Claims Operations strategy across the UK & Lloyd’s business. You will oversee governance, regulatory compliance, operational performance, and continuous improvement, ensuring that the claims function operates in line with internal standards, regulatory requirements, and strategic objectives.

The role includes accountability for delivering a robust control environment, ensuring operational readiness for change initiatives, providing Board‑level reporting, and driving claims‑wide improvements based on audit and performance insights. You will be part of the Claims Leadership Team (CLT) and help ensure AXA XL remains well positioned within the evolving London Market and global regulatory landscape.

You will be based in London; however, we are excited to have implemented our Smart Working initiative offering a hybrid way of working, combining both remote and office working.

What you’ll be doing

• Lead delivery of Claims Operations strategy
• Partner with the CLT to define and deliver regional objectives aligned to global and regional claims strategy.
• Ensure effective execution of claims operational priorities across the UK & Lloyd’s business.
• Demonstrate delivery against plan through clear tracking, reporting and performance management.
• Process Optimisation & Operating Model Design
• Cycle times, leakage reduction, data quality, operational efficiency, segmentation.
• Oversee process redesign, simplification, segmentation and standardisation in line with CLT strategy.
• Define and optimise the future claims operating model (roles, workflows, segmentation).
• Governance & regulatory compliance oversight
• Delegated Authority (DA) frameworks, Lloyd’s Claims Principles and Minimum Standards, CBI requirements, Consumer Duty, US regulatory reporting, Global Claims Handling Principles.
• Establish and maintain a robust claims governance framework.
• Ensure adherence to regulatory frameworks.
• Audit, assurance & claims‑wide learning
• Support the claims audit and quality assurance framework.
• Review audit outcomes, identifying themes, root causes and control weaknesses.
• Drive claims‑wide learning and continuous improvement.
• Ensure timely remediation of identified issues.
• Board & executive reporting
• Provide operational performance, delivery against strategic objectives, audit outcomes, key risks and regulatory matters.
• Deliver high‑quality reporting and insights for Board and Executive Committees.
• Continuous improvement & transformation
• Lead the continuous improvement agenda.
• Conduct deep dives into processes and performance to identify improvement opportunities.
• Leverage MI, data insights and analytics to drive efficiency, control effectiveness and customer outcomes.
• Support delivery of transformation initiatives, including system upgrades and strategic change programmes.
• Operational readiness & change delivery
• Ensure operational readiness for all claims change initiatives, including regulatory change and system transformation.
• Partner with project and technology teams to embed sustainable operational solutions.
• Oversee implementation of new processes, ensuring consistency and adoption.
• Vendor & third‑party management
• Oversee governance and performance of Delegated Claims Authority Partners and outsourced providers.
• Ensure robust frameworks cover performance management, compliance and risk oversight.
• Drive vendor accountability against SLAs and regulatory expectations.
• Partner with the Delegated Authority Service Centre to support oversight.
• Market engagement & external alignment
• Maintain awareness of London Market developments and global claims strategies.
• Ensure AXA XL is well positioned for upcoming market and regulatory changes.
• Represent Claims Operations in relevant internal and external forums.

What you’ll bring

• Strategic leadership capability with proven experience in claims operations within the London Market.
• Solid understanding of Delegated Authority frameworks, Lloyd’s mandatories, UK (CBI/Consumer Duty) and US regulatory environments.
• Proven experience in governance, audit and control frameworks.
• Exceptional quantitative and qualitative analysis skills and data‑driven decision making.
• Excellent experience in delivering Board‑level reporting and executive communication.
• Strategic and collaborative thinker with cross‑functional engagement.
• Strong project, programme and change management capability.
• Excellent verbal and written communication skills and influence senior stakeholders.
• Ability to manage multiple priorities in a fast‑paced, evolving environment.
• Extensive leadership presence with the ability to build and lead high‑performing teams.
• Continuous improvement mindset focusing on better customer and business outcomes.
• High levels of integrity, professionalism and accountability.

What we offer

• Inclusion: AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity, marital status, religion, disability or any other protected characteristic. We have a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, with five Business Resource Groups and 20 Chapters worldwide.
• Flexible Working Arrangements and enhanced family‑friendly leave benefits. Named to the Diversity Best Practices Index. Signatory to the UK Women in Finance Charter.
• Total Rewards: We design rewards to cover health, wellbeing, lifestyle and financial security, with competitive compensation and inclusive benefits.

Who we are

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. We provide re/insurance and reinvent it for mid‑sized companies, multinationals and ambitious individuals. We combine a comprehensive capital platform, data‑driven insights, leading technology and skilled talent in an agile, inclusive workspace.

Equal Opportunity Employer.