Head of Travel Insurance

TN United Kingdom; Redhill; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading company in travel insurance is seeking a Head of Travel Insurance to lead claims services, ensuring timely reimbursements and high-quality customer outcomes. This hybrid role involves operational oversight, strategic planning, and client relationship management, based in Redhill.

Qualifications

• Experience in operational oversight of insurance services.
• Proven ability to manage teams and develop policies.

Responsibilities

• Oversee daily operations of travel insurance services.
• Manage the medical assistance team and develop policies.
• Act as primary contact for key partners and clients.

Skills

Strategic Planning

Stakeholder Management

Operational Resilience

Regulatory Knowledge

Job description

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We are currently recruiting for an exciting new role as Head of Travel Insurance here 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, delivering excellent customer advocacy. The role involves ensuring procedures are handled efficiently, accurately, and in a manner that protects the interests of the insured while providing satisfactory customer service within the UK strategy and transformation program. The role aims to maintain high standards of employee and customer outcomes in a cost-effective operation that complies with regulatory requirements. Additionally, the role ensures local operations align with the Commercial ambition, acting as a bridge between the two areas.

You will be based in our Redhill office and work on a hybrid basis. Our working hours are 35 hours per week, Monday to Friday, 9 am – 5 pm.

Key Responsibilities:

Operational Oversight:

• Oversee daily operations of travel insurance services, ensuring timely responses to clients.
• Monitor service delivery metrics for quality and regulatory compliance.
• Oversee the reserving process, adjustments, and closures in line with finance policies.

Leadership and Management:

• Manage the medical assistance team, providing guidance and training.
• Develop and implement policies to enhance service and efficiency.

Strategic Planning:

• Collaborate with COO on vision and strategic objectives.
• Identify opportunities for service improvement based on best practices and client needs.

Client Relationship Management:

• Act as the primary contact for key partners and clients.
• Build and maintain stakeholder relationships.

Crisis Management:

• Lead responses to escalations and develop crisis protocols.

Training and Development:

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

Reporting and Analysis:

• Prepare performance reports and recommend improvements.
• Analyze data to guide strategic decisions.

Similarly, the profile section should include skills and experience related to strategic planning, stakeholder management, operational resilience, and regulatory knowledge, among others, as outlined in the original description.