Claims Risk Lead

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

Benefits offered by this job

Accessibility Concierge

Job summary

AXA UK is seeking a Claims Risk and Control Lead to embed risk management practices across claims teams, reporting to the Head of Trading & Business Risk. You will lead the risk framework, governance, and controls to ensure fair customer outcomes while managing operational risks.

You will oversee risk reporting, third-party oversight, and collaborate with Line 2 Risk to enhance risk maturity, with a flexible hybrid work arrangement between home and office.

Qualifications

• Proven experience in operational risk management within insurance or financial services.
• Strong understanding of claims processes, controls, and associated risks.
• Knowledge of FCA/PRA regulations and expectations related to claims and conduct risk.
• Ability to challenge operational practices and influence senior stakeholders effectively.
• Excellent analytical skills, with the ability to interpret MI and risk data.
• Skilled communicator, capable of simplifying complex risk concepts for senior forums.
• Proven track record of leading risk initiatives and embedding controls.

Responsibilities

• Lead the design and ongoing enhancement of the Claims risk management framework.
• Oversee claims operational performance, customer outcomes, and risk controls across teams.
• Drive delivery of claims strategy, transformation initiatives and projects.
• Support development and monitoring of the Claims Risk Library and path-to-tolerance activities.
• Act as strategic partner to claims leadership on risks and controls.
• Oversee risk reporting, MI, and assurance activities aligned with regulatory expectations.
• Collaborate with Line 2 Risk to embed frameworks and promote risk maturity.

Skills

Operational risk management

Claims processes

Regulatory knowledge (FCA/PRA)

Influencing senior stakeholders

Analytical skills

Communication

Risk reporting & MI

Risk maturity development

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.

AXA Insurance UK, formed by uniting our Commercial and Retail teams under a single leadership, strengthens our core capabilities and our commitment to exceptional customer service

Job overview:

We are seeking a Claims Risk and Control Lead to support AXA Insurance’s Claims teams in embedding effective risk management practices. Reporting to the Head of Trading & Business Risk, you will lead efforts to improve risk maturity, oversee claims controls, and ensure that claims processes deliver fair customer outcomes while managing operational risks. Your leadership will drive continuous improvement, enhance governance, and promote a risk-aware culture across distribution and claims functions.

Key responsibilities:

• Lead the design, implementation, and ongoing enhancement of the Claims risk management framework, ensuring alignment with UK and Group standards.
• Oversee claims operational performance, customer outcomes, and risk controls across Central, Retail, and Commercial claims teams.
• Drive the delivery of claims strategy, transformation initiatives, and projects, ensuring risks are effectively identified and managed.
• Support the development and monitoring of the Claims Risk Library, including risk assessments, control testing, and path-to-tolerance activities.
• Act as a strategic partner to claims leadership, providing expert advice on key risks, controls, and emerging threats to support decision-making.
• Oversee the delivery of risk reporting, MI, and assurance activities, ensuring insights are clear, actionable, and aligned with regulatory expectations.
• Support third-party oversight, including supply chain and delegated authority risks, ensuring controls are fit for purpose.
• Collaborate with Line 2 Risk teams to embed risk frameworks, promote continuous improvement, and develop risk maturity within claims functions.

Work arrangements:

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 two days a week (40%) away from home, moving to three days a week (60%) from December 2026. Away from home means attending the office, visiting clients or attending industry events.

Your skills & experience:

• Proven experience in operational risk management within insurance or financial services, particularly in claims and customer contact functions.
• Strong understanding of claims processes, controls, and associated risks, including fraud and loss management.
• Knowledge of FCA/PRA regulations and expectations related to claims and conduct risk.
• Ability to challenge operational practices and influence senior stakeholders effectively.
• Excellent analytical skills, with the ability to interpret MI and risk data to drive informed decisions.
• Skilled communicator, capable of simplifying complex risk concepts and facilitating discussions at senior forums.
• Proven track record of leading risk initiatives, embedding controls, and fostering a risk-aware culture.
• Solutions-oriented, delivery-focused with strong organisational skills and attention to detail.

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

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.