Head of Travel Claims & Medical Assistance

AXA; Redhill; Hybrid; GBP 65,000 - 70,000; Full time

Job summary

A leading insurance provider is seeking a Head of Travel Claims & Medical Assistance to oversee high-quality medical and travel support services in Redhill. This strategic leader will manage a dedicated team, ensure compliance with regulations, and drive continuous improvements. Ideal candidates should possess proven leadership experience, excellent stakeholder management skills, and a proactive mindset. The role offers a hybrid working model, with a competitive salary around £65,000 – £70,000 depending on experience.

Benefits

Professional development opportunities

Competitive compensation

Culture of expertise and diversity

Qualifications

• Proven experience leading teams within travel insurance or medical assistance.
• Strong ability to develop and implement strategic plans.
• Knowledge of regulatory environments and operational metrics.

Responsibilities

• Lead and motivate the travel claims and medical assistance team.
• Define and execute strategic objectives aligned with the company’s vision.
• Build strong relationships with partners and clients.
• Manage crisis response during medical emergencies.

Skills

Team leadership

Strategic thinking

Stakeholder management

Operational resilience

Risk management

Communication skills

Proactive mindset

Education

Relevant professional qualifications

Job description

As the Head of Travel Claims & Medical Assistance, you will oversee the delivery of high‑quality medical and travel support across the UK. You will lead a dedicated team, collaborate with medical professionals and partners, and drive continuous improvement to ensure our clients receive timely, compassionate, and effective assistance during their travels. Your strategic vision will help us uphold AXA’s commitment to customer care, operational excellence, and regulatory compliance.

Team Leadership

• Lead and motivate the travel claims and medical assistance team, fostering an inclusive and high‑performing culture.
• Develop training programs and support professional growth within your team.
• Set clear performance goals, monitor progress, and recognize achievements.

Strategic Planning & Operations

• Define and execute strategic objectives aligned with AXA’s vision.
• Oversee daily operations, ensuring timely and accurate service delivery.
• Develop policies and procedures to improve efficiency and quality.
• Manage budgets, monitor key performance indicators, and optimize costs.
• Ensure compliance with all regulatory and internal standards.

Client & Partner Relations

• Act as the primary contact for partners, clients, and stakeholders.
• Build strong relationships based on trust, transparency, and mutual understanding.
• Address inquiries and resolve issues promptly to uphold customer satisfaction.
• Monitor client feedback to continually enhance service quality.

Crisis & Risk Management

• Lead response efforts during medical emergencies and escalations.
• Develop and update crisis management protocols.
• Coordinate with internal teams and external partners to ensure effective resolutions.
• Conduct post‑incident reviews to improve future responses.

Continuous Improvement & Reporting

• Identify opportunities for process enhancements and service innovations.
• Lead initiatives that streamline operations and improve customer outcomes.
• Prepare regular performance reports and analyze data to inform strategic decisions.
• Drive a culture of learning and adaptation to meet evolving client needs.

Qualifications

• Proven experience leading teams within travel insurance, medical assistance, or related fields.
• Strong strategic thinking, with the ability to develop and implement plans.
• Excellent stakeholder management skills, capable of influencing senior leaders and partners.
• Knowledge of operational resilience, risk management, and regulatory environments.
• Demonstrated ability to manage budgets, KPIs, and operational metrics.
• Resilient, adaptable, and committed to delivering exceptional service.
• Strong communication skills, with the ability to foster teamwork and collaboration.
• A proactive mindset with a passion for continuous improvement and innovation.
• Relevant professional qualifications and experience in large financial or insurance organizations are preferred.

Are you a strategic leader with a passion for delivering exceptional customer care and operational excellence? AXA Partners is seeking a dynamic Head of Travel Claims & Medical Assistance to lead our travel assistance and medical repatriation services. This is your opportunity to make a meaningful difference in the lives of our clients while shaping the future of our services in a fast‑paced, innovative environment.

By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth. Additionally, at AXA, we work to make a real difference to people – when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.

You will be based in our Redhill office and work on a hybrid basis. The salary will be circa £65,000 – £70,000 dependent on experience.