Claims Operations Manager (Motor Engineering)

AXA UK; Bolton; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

AXA UK seeks a dynamic Leader to inspire and develop a high-performing team while driving operational excellence in the claims journey. You will shape how AXA delivers fast, accurate, and excellent service to customers in a changing market.

The role emphasizes integration of new technology, data-driven decisions, and robust risk management across AXA Claims and beyond, with a requirement to be away from home for a significant portion of time.

Qualifications

• Motor engineering expertise across repair, total loss and all engineering activities.
• Proven leadership track record in target-driven, fast-paced environments.
• Motor claims expertise, preferably within an engineering function.
• Strong commercial acumen and ability to translate business needs into operational plans.
• Proven change management and continuous improvement capabilities.
• Working knowledge of insurance principles, products, policies and claims procedures.
• Dynamic leadership and people management capabilities.
• Experience developing talent and empowerment across operations.
• Ability to build strong internal and external relationships.
• Excellent report writing, presentation and engagement skills.

Responsibilities

• Drive strategic alignment with AXA's Claims and BU Strategy.
• Balance financial and people resources to deliver results.
• Establish best practice standards in Engineering with internal/external partners.
• Lead, motivate and develop your team and model a goal-focused culture.
• Control claims spend and leakage while delivering customer outcomes.
• Collaborate across claims to implement change initiatives within budget and resources.
• Build a culture of continuous improvement using staff and customer feedback.
• Identify risks and implement robust tracking for improvement plans.

Skills

Motor Engineering Expertise

Leadership

Motor Claims Expertise

Commercial Acumen

Change & Continuous Improvement

Insurance & Compliance Knowledge

Dynamic Leadership

Talent Development

Relationship Building

Excellent Communicator

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:

• Drive Strategic Alignment – Understand AXA's Claims and Business Unit Strategy, develop strategic input into local plans, and ensure your team's objectives and KPIs deliver successfully.
• Balance Performance & Outcomes – Manage financial and people resources effectively to deliver targeted results that control claims expense while maintaining excellent customer outcomes.
• Establish Best Practice – Define and embed best practice standards in Engineering both internally and with external Supplier Partners.
• Lead & Develop People – Manage, motivate, coach, and develop your team while role-modelling a goal-focused culture that reinforces AXA's brand values.
• Control Spend & Drive Performance – Monitor and control claims spend and leakage within agreed levels, directly influencing bottom-line performance.
• Drive Organisational Change – Collaborate across claims to implement and drive change initiatives, ensuring full consideration of budget, resource, and control impacts.
• Build Continuous Improvement – Utilise staff and customer feedback to work with peers and partners, creating a culture that enhances operational processes and capability.
• Manage Risk Proactively – 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:

• Motor Engineering Expertise – Specific technical skills and proven experience across repair, total loss, and all engineering activities.
• Proven Leadership Track Record – Experience leading and motivating multiple teams in target-driven, fast-paced environments (contact centre, retail, or financial services preferred).
• Motor Claims Expertise – Preferably within an engineering function, delivering great customer service.
• Commercial Acumen – Understand business environment, distribution, and strategy; translate these into effective local operational plans.
• Change & Continuous Improvement – Demonstrate change management expertise, resource organisation skills, and drive for operational excellence.
• Insurance & Compliance Knowledge – Working knowledge of insurance principles, products, policies, claims procedures, and relevant legislation.
• Dynamic Leadership & People Skills – Strong motivational qualities, excellent interpersonal skills, and proven people management capability.
• Developer of Talent – Build frameworks that support competence development and empowerment across your operation and the wider claims arena.
• Relationship Builder – Develop and maintain strong internal and external relationships that drive positive outcomes for customers and the business.
• Excellent Communicator – 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.