Head of Claims Operations & Excellence - UK & Lloyds

London, UK

At AXA XL we solve today’s complex risks to drive tomorrow’s innovation. This role provides an opportunity to lead Claims Operations across the UK & Lloyd’s business, focusing on governance, compliance, operational performance, and continuous improvement.

Responsibilities

• Lead delivery of Claims Operations strategy
  • Partner with the Claims Leadership Team 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
  • Improve cycle times, reduce leakage, enhance data quality and operational efficiency
  • Oversee process redesign, simplification, segmentation and standardisation in line with CLT strategy for UK Claims
  • Define and optimise the future claims operating model (roles, workflows, segmentation)
• Governance & regulatory compliance oversight
  • Develop and maintain Delegated Authority frameworks, Lloyd’s Claims Principles, CBI requirements, Consumer Duty expectations, US regulatory requirements and Global Claims Handling Principles
  • Ensure adherence to audit, assurance and claims-wide learning frameworks; support the audit and quality assurance framework
  • Review audit outcomes, identify themes and root causes, drive claims-wide learning and continuous improvement, and ensure remediation of identified issues
• Board & executive reporting
  • Provide high‑quality, data‑driven reporting to Board and Executive Committees
  • Ensure reporting is transparent, aligned to stakeholder expectations and supports strategic objectives
• Continuous improvement & transformation
  • Lead the continuous improvement agenda across claims operations
  • Undertake deep dives into processes, procedures 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
  • Participate in system upgrades, strategic change programmes and ensure operational readiness for all claims change initiatives
  • Partner with project and technology teams to embed sustainable operational solutions and oversee implementation of new processes
• Vendor & third‑party management
  • Oversee governance and performance of Delegated Claims Authority Partners and outsourced providers; manage the vendor panel
  • Ensure robust frameworks covering performance management, compliance and risk oversight; enforce SLAs and regulatory expectations
  • Collaborate with the Delegated Authority Service Centre to provide required oversight to the CLT
• Market engagement & external alignment
  • Maintain awareness of London Market developments (e.g., LMA initiatives) and global claims strategies
  • Represent Claims Operations in relevant internal and external forums

Qualifications

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

Benefits

AXA XL is an Equal Opportunity Employer. We offer a comprehensive Total Rewards program covering health, wellbeing, lifestyle and financial security, competitive compensation and inclusive benefits that evolve with you.

We provide flexible working arrangements, enhanced family‑friendly leave benefits, and a culture that values diversity and inclusion. Our initiatives include:

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 chapters worldwide
• Robust support for flexible working arrangements
• Enhanced family‑friendly leave benefits
• Recognition on the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

We are also committed to sustainability, protecting natural ecosystems, addressing climate change, and integrating ESG into our operations.

Location: London; hybrid working model combining remote and office work.

Reporting to: Chief Claims Officer – UK & Lloyd’s