Head of Travel Insurance

AXA Group; Redhill; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as the Head of Travel Insurance, where you'll lead the travel insurance claims services and ensure excellent customer outcomes. This pivotal role involves strategic planning, operational oversight, and fostering strong relationships with clients and stakeholders. You'll work in a hybrid environment, ensuring high standards of service delivery while aligning local operations with commercial ambitions. If you're passionate about making a difference in people's lives and thrive in a dynamic setting, this opportunity is perfect for you.

Benefits

Competitive Compensation

Skill Development Opportunities

Diverse Work Environment

Qualifications

• Experience in financial services and risk management is preferred.
• Ability to connect disparate information and collaborate across teams.

Responsibilities

• Oversee daily operations of travel insurance services ensuring compliance.
• Lead and support the medical assistance team to enhance service delivery.
• Act as the primary contact for key partners and clients.

Skills

Commercial Acumen

Stakeholder Management

Strategic Planning

Operational Resilience

Regulatory Knowledge

Team Leadership

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 for travel claims. It will also oversee strategic planning, 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 involves managing procedures efficiently, accurately, and in a manner that protects the interests of insured parties while providing satisfactory customer service within the UK strategy and transformation programme. It aims to maintain high standards of employee and customer outcomes in a cost-effective manner, meeting regulatory requirements. The role will ensure local operations align with the company's commercial ambitions, acting as a bridge between different areas.

You will be based in our Redhill office and work on a hybrid basis, with a 35-hour workweek, Monday to Friday, 9 am – 5 pm.

Key Responsibilities:

1. Operational Oversight: Oversee daily operations of travel insurance services, ensuring timely responses and compliance with quality standards and regulations. Monitor reserving processes and related adjustments in line with finance policies.
2. Leadership and Management: Lead and support the medical assistance team, develop departmental policies, and enhance service delivery and operational efficiency.
3. Strategic Planning: Collaborate with the COO to define vision and strategic goals, analyze best practices, and identify service improvement opportunities.
4. Client Relationship Management: Act as the primary contact for key partners and clients, building strong stakeholder relationships.
5. Crisis Management: Lead escalation responses, coordinate with teams and partners, and develop crisis protocols.
6. Training and Development: Identify training needs, provide professional development opportunities, and conduct training sessions.
7. Reporting and Analysis: Prepare performance reports, analyze data, and inform strategic decisions.

Your Profile

Technical skills include commercial acumen, stakeholder management, strategic planning, operational resilience, regulatory knowledge, and team leadership. Experience in financial services, risk management, and working in a regulated environment is preferred. Ability to connect disparate information, challenge the status quo, collaborate across teams, and make quick decisions under pressure are essential.

About AXA

AXA Group is a global leader in insurance and asset management, committed to protecting and advising clients throughout their lives. With over 100 million clients, AXA aims to be a partner in risk prevention, guided by values of Customer First, Courage, Integrity, and One AXA.

About AXA Partners

AXA Partners provides assistance services, travel insurance, and credit protection, implementing innovative solutions to protect what matters most, when it matters.

What We Offer

Joining AXA Partners means working in a responsible, diverse environment that fosters skill development, offers competitive compensation, and opportunities for growth. We aim to make a real difference in people's lives, creating a sense of pride and purpose in our work.