Head of Claims Operations

XL CATLIN; New York (NY); On-site; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Head of Claims Operations to lead their Americas team. In this pivotal role, you will drive operational excellence and continuous improvement in claims support services. You'll foster a culture of collaboration and professional development while ensuring alignment with global operations. Your expertise in the insurance industry will help streamline processes and enhance customer service. This is an exciting opportunity to make a significant impact in a dynamic environment focused on innovation and quality.

Qualifications

• Bachelor's degree or equivalent; insurance certifications a plus.
• Advanced experience in insurance operational support preferred.

Responsibilities

• Lead Claims Operations team, ensuring high-quality support services.
• Develop metrics for performance measurement against SLA standards.

Skills

Customer Service

Analytical Skills

Communication Skills

Collaboration

Problem Solving

Education

Bachelor's degree

Insurance certifications (AIC, CPCU, ARM)

Tools

Microsoft Suite

Job description

Job Description - Head of Claims Operations (23CYAM11D20250405)

Job Number:

23CYAM11D20250405

Head of Claims Operations - Americas

Location - Chicago, Exton, Hartford, NYC

Our Claims team sets us apart. Our experienced Claims professionals use their specialized expertise to handle even the most complex claims seamlessly. You focus on excellence and creating a culture of continuous improvement. You create an environment that fosters collaboration, customer service, and colleague development. You build a team of passionate and innovative claims experts who see success as a reason to roll up their sleeves and drive for improvement.

As the Head of Claims Operations – Americas, you will be responsible for the day-to-day delivery of consistent and high-quality operational claims support services within the region. In addition to assuring daily operating efficiencies, you will formulate business plans and direction for continued process improvement and continuity. You will be responsible for leading and coordinating critical claims operational activities including support of the design, execution, and successful implementation of strategic initiatives towards continuous improvement.

What will your essential responsibilities include?

1. Continuously improving on an effective and efficient model and team for delivery of high-quality claims operational support to the region, including the appropriate use and deployment of resources to accomplish goals.
2. Leading the Claims Operations – Americas team, including providing performance management, quality review, and day-to-day guidance, training, and mentoring in support of colleagues’ professional development.
3. Establishing, documenting, and maintaining a catalogue of mutually agreed claims technical support services, including business processes, procedures, and service level agreements (SLA’s) for the provision of those services.
4. Developing a metrics framework for measuring the performance of the Claims Operations team against agreed upon SLA’s and other standards of performance.
5. Serving as the primary point of contact and liaison with Global Claims Operations teams supporting Americas Claims, to ensure alignment.
6. Supporting the Global Claims Operations team in the maintenance of the business process narratives, which describe processes and key controls. Serving as Americas Claims liaison with Internal Audit, Financial Internal Controls, and the Company’s auditors in their review of business processes and control testing.
7. Work with the Claims Services & Communications Officer to assure claims inquiry channels are appropriately monitored.
8. Leading change and maintaining a culture of continuous improvement in Americas Claims Operations, identifying opportunities to more effectively or efficiently execute on services and agreed solutions.
9. Supporting the Head of Claims Strategy & Services by taking a leading role in planning, coordinating, and implementing operational plans and activities.
10. Serving as the key liaison between IT and Claims’ users of IT platforms for the ongoing support of platform use, including enhancements and business process improvement opportunities.
11. Providing leadership and direction for issues involving financial transactions – whether single issues or in the aggregate.
12. Assuring alignment with the Vendor Management Governance Framework, to include supervision of resources directly involved with the associated processes and procedures.
13. In addition to the above key responsibilities, you may be required to undertake other duties from time to time as the Company may reasonably require.

You will report to the Head of Claims Strategy & Services.

We’re looking for someone who has these abilities and skills:

Required Skills and Abilities:

1. Education: Bachelor's degree or equivalent required; insurance certifications (AIC, CPCU, ARM or similar) a plus.
2. Advanced experience in insurance industry operational/shared services support experience preferred; claims handling and/or management experience a plus.
3. Proven track record of consistently providing first-class customer service internally and externally.

Desired Skills and Abilities:

1. Possesses effective analytical skills and sound judgment.
2. Excellent verbal, written, and collaborative communication skills. Able to communicate effectively with internal and external stakeholders.
3. Capable of working and collaborating within a virtual team environment with either local or remote supervision.
4. Willing to ask questions and explore new ideas. Eager to learn and focused on continuously improving administrative skills.
5. Proficiency with Microsoft suite of products.
6. Broad understanding of application development and support technologies.
7. Displays an adaptable and flexible working style, remaining calm under pressure, adjusting comfortably to changing conditions/priorities.

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals, and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.

Location

US-NY-New York

Other Locations

US-CT-Hartford, US-NY-New York, US-IL-Chicago, US-PA-Exton

Work Locations

US NY New York 225 Liberty Street WFP 225 Liberty Street Floors 40 and 41 New York 10281

Job Field

Claims

Schedule

Full-time

Job Type

Standard