Claims Operations Manager - Motor Engineering

AXA UK; Birmingham; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

AXA UK is seeking a Leader to inspire, develop, and motivate a high-performing claims team while driving operational excellence. The role centers on delivering fast, accurate, and excellent service to customers, with a 60% away-from-home requirement across AXA locations and events.

You will shape strategy, manage resources, and embed standards in Engineering with internal and external partners, ensuring continuous improvement and robust risk management across the claims journey.

Qualifications

• Experience leading multiple teams in fast-paced environments, preferably in insurance/claims.
• Knowledge of repair, total loss, and engineering activities within claims.
• Understanding of insurance principles, products, and claims procedures.
• Strong interpersonal and people-management capabilities.

Responsibilities

• Define and drive local plans aligned with AXA's Claims and Business Unit Strategy.
• Manage financial and people resources to control claims expense while maintaining good outcomes.
• Embed best-practice standards in Engineering with internal teams and external partners.
• Coach and develop your team while modelling a goal-focused, values-driven culture.
• Monitor spend and leakage, influencing bottom-line performance within approved levels.
• Collaborate across claims to implement change initiatives with budget and resource awareness.
• Leverage feedback to improve processes and build capability across operations.
• Identify risks and implement robust tracking for improvement plans.

Skills

Strategic leadership

People management

Change management

Operational excellence

Financial acumen

Staff development

Stakeholder engagement

Report writing

Job description

About AXA

AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.

Job Overview

We're seeking a Leader to inspire, develop, and motivate a high-performing team while driving operational excellence in a fast-evolving insurance landscape. In this pivotal role, you'll sit at the core of our claims journey, shaping how we deliver on our promise: fast, accurate, and excellent service to every customer. You'll navigate a changing market where customers demand trust, transparency, speed, and efficiency—championing the integration of new technology, embracing data‑driven decision‑making, and ensuring your team captures the accurate information that powers success across AXA Claims and beyond.

Key Responsibilities

• Understand AXA's Claims and Business Unit Strategy, develop strategic input into local plans, and ensure your team's objectives and KPIs deliver successfully.
• Manage financial and people resources effectively to deliver targeted results that control claims expense while maintaining excellent customer outcomes.
• Define and embed best practice standards in Engineering both internally and with external Supplier Partners.
• Manage, motivate, coach, and develop your team while role-modelling a goal-focused culture that reinforces AXA's brand values.
• Monitor and control claims spend and leakage within agreed levels, directly influencing bottom‑line performance.
• Collaborate across claims to implement and drive change initiatives, ensuring full consideration of budget, resource, and control impacts.
• Utilise staff and customer feedback to work with peers and partners, creating a culture that enhances operational processes and capability.
• Identify and manage emerging risks, prevent problems, and implement robust tracking mechanisms for improvement plans within agreed timeframes.

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least three days a week (60%) away from home. Away from home means either attendance at one of our office locations, visiting clients or attending industry events.

Your Skills & Experience

• Specific technical skills and proven experience across repair, total loss, and all engineering activities.
• Experience leading and motivating multiple teams in target-driven, fast-paced environments (contact centre, retail, or financial services preferred).
• Preferably within an engineering function, delivering great customer service.
• Understand business environment, distribution, and strategy; translate these into effective local operational plans.
• Demonstrate change management expertise, resource organisation skills, and drive for operational excellence.
• Working knowledge of insurance principles, products, policies, claims procedures, and relevant legislation.
• Strong motivational qualities, excellent interpersonal skills, and proven people management capability.
• Build frameworks that support competence development and empowerment across your operation and the wider claims arena.
• Develop and maintain strong internal and external relationships that drive positive outcomes for customers and the business.
• Strong report writing, presentation, and engagement skills across all levels.

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre‑employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long‑term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge.