Head of Travel Insurance

AXA Assistance Deutschland GmbH; Redhill; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Head of Travel Insurance to lead claims services and enhance customer outcomes. This pivotal role involves overseeing operations, strategic planning, and client relationship management, ensuring high standards and regulatory compliance. With a focus on team development and crisis management, you'll drive improvements and foster strong stakeholder relationships. Join a dynamic environment that values skill development and offers competitive compensation, where your contributions will make a significant impact on people's lives.

Benefits

Competitive compensation

Skill development opportunities

Diverse work environment

Growth opportunities

Qualifications

• Proven experience in operational resilience and regulatory controls.
• Strong leadership skills with a focus on team development.

Responsibilities

• Oversee daily operations of travel insurance services and ensure timely responses.
• Lead and support the medical assistance team for optimal performance.

Skills

Commercial acumen

B2B experience

Stakeholder management

Strategic skills

Analytical skills

Operational resilience

Risk management

Leadership

Decision-making under pressure

Talent development

Job description

We are currently recruiting for an exciting new role as Head of Travel Insurance at AXA Partners. This role is responsible for leading the travel insurance claims services, ensuring that clients receive timely and effective reimbursement post-travel claims. It will also oversee strategy, coordination of insurance claims services, and delivering high-quality customer outcomes.

You will lead the UK Travel contact centres and be responsible for hub performance across Barcelona and Mexico, ensuring excellent customer advocacy. The role ensures procedures are handled efficiently, accurately, and in a manner that protects insured parties' interests while providing satisfactory customer service within the UK strategy and transformation programme. It aims to maintain high standards of employee and customer outcomes within a cost-effective operation that meets regulatory requirements. Additionally, the role acts as a reference point between local operations and the commercial ambitions.

The position is based in our Redhill office with a hybrid working model. The working hours are 35 hours per week, Monday to Friday, 9 am – 5 pm.

Key Responsibilities:

1. Operational Oversight:
   • Oversee daily operations of travel insurance services, ensuring timely responses to client needs.
   • Monitor service delivery metrics for quality and regulatory compliance.
   • Manage reserving processes, adjustments, and closures aligned with finance policies.
2. Leadership and Management:
   • Lead and support the medical assistance team for optimal performance.
   • Develop policies and procedures to improve service delivery and efficiency.
3. Strategic Planning:
   • Collaborate with COO on vision and strategic objectives.
   • Identify opportunities for service improvement based on best practices and client needs.
4. Client Relationship Management:
   • Act as the primary contact for key partners and clients, resolving inquiries and issues.
   • Build strong stakeholder relationships.
5. Crisis Management:
   • Lead escalation responses, coordinate with teams and partners.
   • Develop crisis protocols.
6. Training and Development:
   • Identify and provide training opportunities for the team.
   • Conduct regular training sessions on industry standards.
7. Reporting and Analysis:
   • Prepare and analyze performance reports, implement improvements.
   • Use data to inform strategic decisions.

Your Profile

Knowledge, Skills, and Abilities:

• Commercial acumen and B2B experience.
• Stakeholder management skills, especially with senior executives globally.
• Strategic, analytical, and execution skills.
• Experience in operational resilience, regulatory controls, and risk management.
• Understanding of financial services and regulatory environment.
• Ability to synthesize information and connect disparate topics.
• Leadership in ambiguous situations and team development.
• Forward-thinking with a challenge to the status quo.
• Cross-disciplinary collaboration skills.
• Decision-making under pressure and complex topic mastery.
• Talent development and retention experience.
• Experience in risk, compliance, or operational resilience is preferred.
• Understanding stakeholder motivation based on benefits.

About AXA

AXA Group is a global leader in insurance and asset management, serving over 100 million clients worldwide. We focus on protecting and advising clients, with a mission to empower people to live better lives, guided by values of Customer First, Courage, Integrity, and One AXA.

About AXA Partners

AXA Partners offers assistance services, travel insurance, and credit protection, implementing innovative solutions and designing worldwide solutions for partners and communities. We protect what matters, when it matters.

What We Offer

Joining AXA Partners means working in a responsible, diverse, and expertise-driven environment. We prioritize skill development, offer competitive compensation, and opportunities for growth. We aim to make a positive difference in people's lives, creating a sense of pride in our work.