Head of Travel Claims & Medical Assistance in Redhill

Are you a strategic leader with a passion for delivering exceptional customer care and operational excellence? AXA Partners is seeking a dynamic Head of Travel Claims & Medical Assistance to lead our travel assistance and medical repatriation services. This is your opportunity to make a meaningful difference in the lives of our clients while shaping the future of our services in a fast-paced, innovative environment.

As the Head of Travel Claims & Medical Assistance, you will oversee the delivery of high-quality medical and travel support across the UK. You will lead a dedicated team, collaborate with medical professionals and partners, and drive continuous improvement to ensure our clients receive timely, compassionate, and effective assistance during their travels. Your strategic vision will help us uphold AXA’s commitment to customer care, operational excellence, and regulatory compliance. You will be based in our Redhill office and work on a hybrid basis. The salary will be circa £70,000 - £80,000 dependent on experience.

What you’ll be doing

• Leadership & Team Management: Lead and motivate the travel claims and medical assistance team, fostering an inclusive and high-performing culture. Develop training programs and support professional growth within your team. Set clear performance goals, monitor progress, and recognize achievements.
• Strategic Planning & Operations: Define and execute strategic objectives aligned with AXA’s vision. Oversee daily operations, ensuring timely and accurate service delivery. Develop policies and procedures to improve efficiency and quality. Manage budgets, monitor key performance indicators, and optimize costs. Ensure compliance with all regulatory and internal standards.
• Client & Partner Relations: Act as the primary contact for partners, clients, and stakeholders. Build strong relationships based on trust, transparency, and mutual understanding. Address inquiries and resolve issues promptly to uphold customer satisfaction. Monitor client feedback to continually enhance service quality.
• Crisis & Risk Management: Lead response efforts during medical emergencies and escalations. Develop and update crisis management protocols. Coordinate with internal teams and external partners to ensure effective resolutions. Conduct post-incident reviews to improve future responses.
• Continuous Improvement & Reporting: Identify opportunities for process enhancements and service innovations. Lead initiatives that streamline operations and improve customer outcomes. Prepare regular performance reports and analyze data to inform strategic decisions. Drive a culture of learning and adaptation to meet evolving client needs.

What you’ll bring

• Proven experience leading teams within travel insurance, medical assistance, or related fields.
• Strong strategic thinking, with the ability to develop and implement plans.
• Excellent stakeholder management skills, capable of influencing senior leaders and partners.
• Knowledge of operational resilience, risk management, and regulatory environments.
• Demonstrated ability to manage budgets, KPIs, and operational metrics.
• Resilient, adaptable, and committed to delivering exceptional service.
• Strong communication skills, with the ability to foster teamwork and collaboration.
• A proactive mindset with a passion for continuous improvement and innovation.
• Relevant professional qualifications and experience in large financial or insurance organizations are preferred.

What we offer

By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.

Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.

To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics.

Who we are

We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters. Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract).