Head of Travel Insurance

AXA Partners; Redhill; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

AXA Partners is seeking a Head of Travel Insurance to lead their travel insurance claims services. This role involves overseeing operations, managing client relationships, and ensuring compliance with regulatory standards while fostering a high-performance team environment. The position offers a hybrid work arrangement based in Redhill, UK.

Benefits

Attractive compensation

Professional growth opportunities

Qualifications

• Proven commercial acumen within a B2B environment.
• Strong stakeholder management skills.
• Experience in strategic planning and execution.

Responsibilities

• Oversee daily operations of travel insurance services.
• Lead and support the medical assistance team.
• Serve as the main contact for key partners and clients.

Skills

Stakeholder management

Strategic planning

Commercial acumen

Operational resilience

Risk management

Leadership

Job description

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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 strategy, coordinate insurance claims services, and deliver 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 within a cost-effective operation that complies with regulatory requirements. The role also acts as a bridge between local operations and commercial ambitions.

You will be based in our Redhill office with a hybrid working arrangement. The workweek is 35 hours, Monday to Friday, 9 am - 5 pm.

Operational Oversight

• Oversee daily operations of travel insurance services, ensuring prompt and effective responses to clients.
• Monitor service delivery metrics for quality and regulatory compliance.
• Oversee reserving processes, adjustments, and closures in line with financial policies.

Leadership and Management

• Lead and support the medical assistance team for optimal performance.
• Develop policies and procedures to improve service and efficiency.

Strategic Planning

• Work with the COO to define vision and strategic goals for the department.
• Identify opportunities for service improvement based on best practices and client needs.

Client Relationship Management

• Serve as the main contact for key partners and clients, resolving inquiries and issues.
• Maintain strong relationships with stakeholders.

Crisis Management

• Lead responses to escalations, coordinating with teams and partners.
• Develop crisis protocols to prepare the team for various scenarios.

Training and Development

• Identify training needs and facilitate professional development.
• Conduct training sessions on best practices and industry standards.

Reporting and Analysis

• Prepare performance reports and recommend improvements.
• Analyze data to evaluate service effectiveness and inform decisions.

Qualifications

• Proven commercial acumen within a B2B environment.
• Strong stakeholder management skills, including engaging with senior executives globally.
• Experience in strategic planning, analysis, and execution.
• Knowledge of operational resilience, regulatory controls, and risk management.
• Understanding of financial services and regulatory environment.
• Ability to synthesize information from multiple topics and connect insights.
• Leadership skills to guide teams and manage ambiguity.
• Ability to challenge the status quo and promote sustainable change.
• Experience in talent development and team building.
• Preferably, experience in risk, compliance, or operational resilience.
• Understanding stakeholder motivation and benefits realization.

What We Offer

By joining AXA Partners, you'll work in a responsible company that values expertise and diversity. We focus on skill development, offer attractive compensation, and support professional growth. We aim to make a difference by creating opportunities for a better life, with pride in our work.

To apply, click 'apply for this job' and log in or create a profile to submit your CV. We are an Equal Opportunities Employer and do not discriminate based on protected characteristics.

Who We Are

AXA Partners designs and delivers assistance solutions, insurance, credit, and lifestyle protection worldwide. With over 8,500 employees and a network of 55,000 professionals, we leverage technology and passion to evolve and thrive, always at people's side, providing seamless support when it matters most.