Head of Claim Operations, QA & Compliance, Claims Shared Services, Global Markets Claims in London

This is your opportunity to join AXIS Capital – a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an entrepreneurial, disciplined and ethical corporate culture. As a member of AXIS, you join a team that is among the best in the industry.

At AXIS, we believe that we are only as strong as our people. We strive to create an inclusive and welcoming culture where employees of all backgrounds and from all walks of life feel comfortable and empowered to be themselves. This means that we bring our whole selves to work.

All qualified applicants will receive consideration for employment without regard to race, color, religion or creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin or ancestry, citizenship, physical or mental disability, age, marital status, civil union status, family or parental status, or any other characteristic protected by law. Accommodation is available upon request for candidates taking part in the selection process.

About AXIS: This is your opportunity to join AXIS Capital – a leading provider of specialty insurance and global reinsurance. We give people and organizations the confidence to take necessary risks in the pursuit of their goals and ambitions. Our strength is grounded in our people and culture, which encourages collaboration, diversity, and entrepreneurialism.

Life at AXIS:

• Hybrid work model: We value work-life balance and offer flexibility to our employees through a hybrid work model.
• Diverse and inclusive environment: We celebrate diversity and strive to create an inclusive environment for all employees.
• Career growth opportunities: We are committed to your professional development and offer various opportunities for growth advancement.
• Social impact initiatives: We believe in making a difference and support various social and environmental causes.

AXIS is hiring a Head of Claim Operations, QA & Compliance for its Shared Services Global Claims team. This role shapes the operational landscape of Global Markets Claims and requires strong leadership capability, and a proven ability to build and develop high-performing operations and QA teams.

The leader will oversee and continuously develop the Global Markets Claims Operations team while expanding and strengthening the compliance and audit function in a complex, evolving regulatory environment. Reporting to the Head of Global Claim Shared Services, with a matrix line to the Head of Global Market Claims, the role is accountable for executing an operational strategy centered on efficiency, regulatory compliance, quality assurance, and the evolution of AXIS’s compliance and audit framework.

The role establishes a modern operating environment that supports transformation, process optimization, workflow efficiency, and stronger audit and regulatory readiness. It leverages data and performance insights to enhance reporting and outcomes, advancing AXIS’s strategic priorities and ensuring consistently excellent claims service across the organization.

As a key leader, the Head of Claim Operations, QA & Compliance prioritizes valued work, builds the right operational infrastructure, and ensures access to critical information. The role fosters innovation in data, technology, and reporting, and strengthens partnerships across the market and with regulators to support high-quality compliance and informed decision-making.

Finally, the role sets and implements the vision for Global Markets Claims Operations and governance, delivering a scalable model across onshore and offshore teams and safeguards regulatory adherence across Lloyd’s and other global regimes, embeds control discipline, and continually advances AXIS’s claims operations, compliance and audit practices to maintain market confidence and protect the company’s market brand.

Key responsibilities of this role include:

• Leading the oversight of all claim’s operations, ensuring oversight of regulatory compliance and accurate data reporting. This includes developing and optimizing operational strategies that maximize efficiency while maintaining high standards across intake, administration, financial transactions, and vendor management.
• Ensuring adherence to Claims Lead Arrangements.
• Supporting the Head of Global Markets Claims driving transformation initiatives across technology, workflow, operating models, process improvement, management reporting, data analysis, and claims service, aligning with the strategic goal of developing modern, efficient claims processes and service in collaboration with various stakeholders in the AXIS functions.
• Developing and maintaining a modern operating environment that supports continuous improvement, automation, and innovation. This requires fostering an adaptable team culture, setting clear standards, and providing guidance to support ongoing advancement in quality and productivity.
• Identifying areas for automation and innovation, opportunities to modernize the use of claim operating systems and technology, drive digital enablement, straight-through processing and workflow platforms and champion the implementation of best practices throughout the claims lifecycle.
• Optimising the end-to-end claims model from FNOL to settlement, standardise processes, triage models and referral frameworks, governing the maintenance of knowledge and process resources.
• Supporting and managing regulatory relationships, audit readiness, and compliance across multiple jurisdictions (including Lloyd’s, FCA, PRA, CBI). Monitoring market initiatives and best practice via LMA/IUA and Lloyd’s working groups. Responsibilities extend to preparing for audits, upholding compliance frameworks, and liaising effectively with external regulators and partners.
• Overseeing and optimizing key operational areas such as intake, administration, financial transactions, and vendor management. You will monitor performance, ensure accuracy in data reporting, and streamline workflows for optimal service delivery.
• Ensuring operating platforms support KPIs, dashboards, and performance metrics to monitor outcomes and support strategic decisions and the baseline minimum standard of the claim management system is documented, trained and delivered for all of GM claim handlers.
• Building capability through training, standard setting, and feedback loops. You will create and deliver training programs, reinforce performance expectations, and implement mechanisms for ongoing feedback and learning across the team.
• Collaborating with internal stakeholders (Underwriting, Actuarial, D&A, Finance) and external partners (auditors, regulators, vendors). Cross-functional teamwork is essential for supporting business objectives, ensuring alignment, and maintaining compliance.
• Supporting new initiatives, resource modeling, and project management aligned with business objectives and continuous improvement.
• Supporting regular reports and analysis to leadership. You will provide comprehensive updates on operational metrics, project progress, resource modeling, and new initiatives.
• Establishing skills pathways, clear development and succession plans; embed human-centered design, customer fairness, curiosity and continuous improvement in the team culture.
• As demands evolve, you may be assigned additional responsibilities to enable AXIS to meet strategic goals and adapt to industry changes.

About You: We encourage you to bring your own experience and expertise to the table, so while there are some qualifications and experiences, we need you to have, we are open to discussing how your individual knowledge might lend itself to fulfilling this role and help us achieve our goals.

What you need to have:

• This position requires a results-driven leader who can deliver operational excellence, champion change, maintain high standards of quality and compliance, demonstrated leadership, organizational and management skills to drive team development.
• Demonstrated ability to work cross functionally and influence and collaborate at all organizational levels, both internally and externally.
• Continuous improvement mindset and proficiency with data, ability to develop management information to drive results, make decisions and drive outcomes.
• 10 or more years of Claims Operations, Quality Assurance & Compliance experience with a Lloyd’s Managing Agent, or Specialty insurance/reinsurance organization.
• Expertise in Specialty Claims Operations in the Lloyd’s/FCA/PRA/CBI regulatory environments.
• Ability to accomplish tasks in an agile, dynamic environment.
• Ability to analyze data and use it to make practical, forward-looking decisions to support Compliance, QA and regulatory obligations for Global.
• Excellent communication skills and demonstrated ability and experience supporting strategic initiatives impacting key stakeholders and reporting to senior management in across functional, global organization.
• Experience working on cross functional teams, collaborating, actively participating, and delivering solutions.
• Strong organizational, critical thinking, problem solving, analytical, and quantitative skills including the ability to analyze and interpret financial and claims data.
• Experience supporting the management of claims with the ability to influence at all levels.