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.

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, driving a culture of continuous improvement and learning within the claims team.

Essential Responsibilities:

• 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.
• Manage a personal portfolio of claims and provide oversight of team portfolios, including direct handling of highly complex or large loss claims.
• Provide oversight of large losses and proactively manage litigation strategy on complex claims.
• Build and maintain strategic relationships with brokers, clients, underwriters, actuaries, and Practice teams.
• Review and manage external vendor and Enterprise Shared Services performance across the portfolio.
• Maintain robust reporting, controls, and governance across the team.
• Manage team workload, resource allocation, and succession planning.
• Lead and support process review and improvement initiatives within the product line.
• Deliver superior customer service to policyholders and brokers.
• 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.

Desired Skills and Abilities:

• Significant Casualty claims experience, working knowledge of Lloyd’s Claims Principles, regulations, and global claims handling.
• Ability to coach the team to achieve required results and manage internal and external relationships proactively.
• Ability to manage resources, including team workload allocation and proactive management of vendor relationships.
• Ability to convey information clearly to team, senior management, and peers.
• Ability to organize the team to ensure work is being done effectively and SLAs are being met.
• Ability to look for ways to improve day-to-day work and implement Continuous Improvement measures.
• Possesses excellent analytical skills and sound judgment.
• Role models by setting a high bar for performance, engagement, and commitment.
• Comfortable using data to inform decision making on portfolio.
• Ability to implement change to achieve departmental strategy.
• Ability to lead projects within own department.

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. We believe in fostering a culture of continuous learning and development.

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. 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 partner with those who move the world forward.