Client Account Manager

AXA Group; Ipswich; Hybrid; GBP 65,000 - 75,000; Full time

Job summary

A leading insurance firm in Ipswich is seeking a Client Account Manager to oversee Delegated Authority processes and ensure compliance with governance obligations. The ideal candidate has proven experience in relationship management and effective communication skills. This role involves collaborating with multiple stakeholders to provide excellent service and achieve claims goals. You will have the opportunity to work in a hybrid manner, combining office and remote work while contributing to a culture focused on continuous improvement.

Benefits

Flexible Working Arrangements

Enhanced family-friendly leave benefits

Diversity and inclusion initiatives

Qualifications

• Proven experience in relationship and stakeholder management within an insurance context.
• Excellent communication and interpersonal skills.
• Proactive approach and ability to solve issues.

Responsibilities

• Develop and document approach to Delegated Authorities.
• Ensure compliance with outsource arrangements and due diligence.
• Conduct performance analysis of Delegated Authority partners.

Skills

Relationship and stakeholder management

Excellent communication skills

Proactive problem-solving

Organizational skills

Understanding of regulatory requirements

Job description

Client Account Manager

Ipswich, UK

AXA XL’s culture of profitable growth is at the core of our business unit ethos, and the primary driver of both strategic and day-to-day decisions. As an extensive global business, we take pride in our raise the bar behaviours and strategic drivers, to unlock the potential of our client, brokers, coverholders and employees. We aim to consistently outperform the competition and attract the best talent by being the employer of choice in the UK & Lloyd’s market.

The mission of the Delegated Authority Service Centre (DASC) is to support the AXA XL UK & Lloyd’s ambition to be the preferred insurer for Delegated Authority business in the London Market.

The ambition is to provide the best service internally (to underwriting and claims) and externally in the market (to coverholders, third party claims adjustors, regulators), through the entire end to end delegated authority process; from on-boarding, binder lifecycle management, to reporting and analysis, supported by high quality data and a class leading efficient governance and control environment.

The Client Account Manager will play a key role in significantly influencing and elevating the delegated business operations through the DASC.

How do you make a good thing better? You focus on excellence and creating a culture of continuous improvement. You create an environment that fosters collaboration, customer service and colleague development. And you build a team of passionate and innovative claims experts who see success as a reason to roll up their sleeves and drive for improvement – all part of the dynamism that exists throughout our Delegated Authority Service Centre.

In the role of Client Account Manager, you will be responsible for providing an oversight of our Delegated Authority Partners and ensuring internal governance obligations are met.

You’ll collaborate with our Delegated Authority Service Center (DASC), Claims Leadership, claims adjusters, DUG and CDAG, regional and underwriting counterparts, brokers, coverholders and third party administrators (TPAs).

You will ensure our external stakeholders receive excellent service and that we adhere to all our regulatory requirements.

To be successful in this role you will have proven experience in client / business development management and pride yourself for delivering excellent customer service. You will have the ability to handle difficult conversations, demonstrating sound judgment and be highly organized.

You will be based in our Ipswich office, with occasional travel to our London office, however we are excited to have implemented our Smart Working initiative offering a hybrid way of working, combining both remote and office working.

What you’ll be doing

What will your essential responsibilities include?

• In conjunction with the Delegated Authority Service and Delivery Manager, develop a documented approach to Delegated Authorities (including Assistance Providers) outlining trigger points, appetite for authority levels and controls with our claims goals in mind such as total cost of claim.
• Ensure that any outsource arrangements comply with our guidelines and that due diligence is completed as required – both at the initial point of outsourcing and upon renewal of the contract.
• Ensure that all due diligence is undertaken appropriately and liaise with the DA partner throughout the process through to contracting to ensure a timely and smooth process. Liaise with the broker where appropriate to ensure that they are kept advised of developments.
• Ensure that all outsource arrangements are appropriately documented either through a TPA agreement and/or the addition of the relevant clause in the binding authority. This should include details of the authority that has been granted, any relevant SLAs and fee arrangements. Claims adjusters should be made aware of the outsource arrangements and any requirements of that arrangement.
• Working with the Loss Fund Manager and team to ensure that appropriate loss funds are set up, increased/decreased as required, reconciled and returned at the closure of the account in a timely fashion.
• Ensure that coverholder/TPA complies with all SLAs and claims handling guidelines. This will include:
  • Providing support on production of documentation for audits. Attend wrap up meetings and follow up with the relevant owners of audit actions through to completion, escalating as appropriate.
  • Attend monthly / quarterly meetings with all Delegated Authority Partners to review performance, identify any issues and record minutes and actions centrally. Ensure all actions followed up in a timely manner.
  • Undertake performance analysis of Delegated Authority partners utilizing watertrace. Communicating any performance issues to internal and external stakeholders.
  • Ensure any issues that are identified outside of any audit are logged, a remediation plan put in place and followed through within the timeframe provided. Ensuring stakeholders are kept appraised of developments.
• Identify Delegated Authority Partners where they work across classes and ensure issues and lessons learned are shared.
• Collaborate with CDAG, DUG and Legal as appropriate in the event we need to off-board a Delegated Authority Partner.
• Assist the Delegegated Service and Delivery Manager in their resource modelling (this can include identifying opportunities to increase existing trusted Delegated Authority Partners’ authorities to create capacity)
• Active participation and accountability for the Quality Review Process for area of responsibility. Work with key stakeholders on process review and improvement.
• Produce year end thematic review of Delegated Authority Partners and plan for following year.
• Requirement of the role to work from the London office occasionally. Initial training may require more frequent travel to the London office.

What you’ll bring

We’re looking for someone who has these abilities and skills:

We’re looking for someone who has these abilities and skills:

• Proven experience in relationship and stakeholder management within an insurance context.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with various stakeholders.
• Proactive approach and proven ability to solve issues, particularly where several groups of stakeholders are involved.
• Excellent organizational and coordination skills, with the ability to manage multiple tasks and projects simultaneously.
• Experience in governance reporting and transversal project involvement.
• Good understanding of regulatory and governance requirements specific to the insurance industry.
• Ability to work with onshore and offshore teams.
• Ability to challenge existing processes and implementing and improvements

• Collaborative approach: Develop and maintain productive working relationships with brokers, claim handlers, underwriters, coverholders and TPAs. Provide guidance and seek input from others as needed to achieve the best result possible. Capable of working and collaborating with a virtual team.

• Continuous Improvement Focused: Willing to ask questions and explore new ideas. Eager to learn and focused on continuously improving technical skills and AXA XL claims capabilities.

• Client-service Oriented: Focused on value at all points in the claims experience delivering on our promise to clients.

What we offer

Inclusion

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. It’s about helping one another — and our business — to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
• Robust support for Flexible Working Arrangements
• Enhanced family-friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.

Total Rewards

AXA XL’s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do.

We’re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called “Roots of resilience”, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars:

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We’re committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We’re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.

For more information, please see axaxl.com/sustainability.

Who we are

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at axaxl.com