Travel Operations Expert

AXA Partners; Redhill; On-site; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Competitive Salary

25 days rising to 27 days

Retail Discounts

Company Shareplan /Scheme & Loan

Cycle2Work Scheme

Discounted Home Insurance

Employee Assistance Scheme

Dr@Hand

Discounted Gym Membership

Free Financial Education/Pension Sem

Job summary

AXA Partners seeks a Travel Operations Expert to join the Commercial & Operations Department. You will manage end-to-end performance, compliance and delivery of IPASA contracts across markets, acting as the primary operational contact for TPAs, deal countries, and customer care centers.

You will lead governance, regulatory reporting, complaint handling and financial controls to safeguard operations and support new partnerships in a multi-market environment.

Qualifications

• Experience in contract or TPA management within an operational/insurance environment.
• Strong knowledge of regulatory reporting obligations (FSMA, IVASS or equivalents).
• Proven complaint management experience across multiple markets.

Responsibilities

• Act as the daily operational contact for IPASA TPAs and manage queries, escalations and performance.
• Lead governance activities including due diligence, contract reviews and onboarding of TPAs.
• Prepare regulatory submissions and maintain process guides for consistency and auditability.
• Coordinate data loads, complaint handling processes and telephony operations.
• Approve payments and hub invoices within delegated limits and manage large loss cases (€100k-€250k).
• Lead monthly governance meetings with countries, TPAs and care centers.

Skills

Contract/TPA management

Regulatory reporting

Complaint management

Financial controls

GRC tools

KPIs & data analysis

Multi-market experience

Tools

GRC platforms

Job description

We are looking for a Travel Operations Expert to join the AXA Partners' Commercial & Operations Department.

What You'll Be Doing

You are responsible for supporting the Head of IPASA Contracts in managing the end-to-end performance, compliance and operational delivery of IPASA contracts across all markets. The role holder ensures that IPASA-serviced operations are robust, compliant and well-governed by owning the day-to-day management of TPA relationships, regulatory reporting obligations, complaint management and financial controls. They act as the primary operational point of contact for deal countries, Customer Care Centers, TPAs and fronters, ensuring that contractual commitments are met, risks are identified and escalated, and service delivery continuously improves. Overall, this role plays a central part in protecting IPASA business from operational, financial, regulatory and reputational risks, while supporting the growth and smooth implementation of new contracts and partnerships.

Your Main Responsibilities Will Be

• TPA Governance & Contract Management: Act as the daily operational contact for IPASA TPAs, managing queries, escalations, and performance; lead governance activities including annual due diligence, contract reviews, onboarding of new TPAs, and overseeing TPA process improvements to ensure service quality, compliance, and alignment with AXA Partners standards; manage Falck-related activities and handle escalations such as Nordic CLP and Redflag per protocols.
• Deal Implementation & New Business Support: Participate in launch meetings to ensure operational readiness and compliance; coordinate DataLoaders and packs; define and maintain complaint handling processes for new partners; manage published number requests and support telephony operations.
• Regulatory Reporting: Lead the preparation and submission of the FSMA annual report for Belgium and the IVASS half-year return for Italy, ensuring data accuracy and quality; develop process guides for regulatory reports to ensure consistency and auditability.
• Complaint Management & Reporting: Collect and harmonize complaint data across hubs; monitor open complaints; maintain and analyze the IPASA complaints dashboard, including ratios, upheld rates, ex-gratia payments, resolution rates, and compensation amounts; support compliance and governance.
• Financial Controls & Approvals: Approve payments, ex-gratia, and hub invoices within delegated limits; manage large loss cases (€100k-€250k); oversee cost containment activities, including Nordic payments; verify the accuracy of hub compensation payments.
• Governance & Stakeholder Management: Lead monthly governance meetings with countries, TPAs, and customer care centers; represent IPASA in QBR and IBA meetings; manage relationships with deal countries, provide operational guidance, and oversee performance; handle escalations and ad-hoc projects as needed.

What You'll Bring

Technical / Functional Knowledge

• Solid experience in contract or TPA management within an operational or insurance environment.
• Strong knowledge of regulatory reporting obligations, particularly in insurance or assistance services (experience with FSMA, IVASS or equivalent regulators is a strong asset).
• Proven experience in complaint management, including multi-market data collation, reporting, root cause analysis and regulatory alignment.
• Good grasp of financial controls, including payment approvals, ex-gratia management, invoicing and reconciliation.
• Familiarity with risk and control management tools and GRC platforms.
• Ability to use operational data and KPIs (complaint ratios, SLAs, volumes, partner performance) to identify risks, trends and priorities.
• Experience working in a multi-market, multi-partner operational environment, ideally in travel assistance or insurance services.

Behavioural / Leadership Skills

• Operational partnering: Builds trust with deal countries, hubs and TPAs; provides concrete, workable guidance on contract and compliance matters.
• Attention to detail: Ensures accuracy and consistency in regulatory submissions, complaint data and financial approvals.
• Influence & challenge: Confidently challenges performance gaps and ways of working where risk or compliance is not adequately managed.
• Pragmatic problem solving: Translates complex multi-market operational issues into clear root causes and actionable solutions.
• Structured and organised: Manages multiple recurring obligations (regulatory reports, governance meetings, dashboards) with reliability and rigour.
• Clear communicator: Explains operational, compliance and risk topics in straightforward language, adapting to different audiences across markets and functions.
• Change driver: Supports the adoption of new standards and processes across IPASA-serviced operations.

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

What We Offer

• Competitive Salary
• 25 days rising to a maximum of 27 days (based on a 5 day week)
• Retail Discounts
• Company Shareplan /Scheme & Loan
• Cycle2Work Scheme
• Discounted Home Insurance
• Employee Assistance Scheme
• Dr@Hand
• Discounted Gym Membership
• Free Financial Education/Pension Seminars

We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - [e-mail]

Who We Are

We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters.

Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)