Head of Claims Operations

XL CATLIN; New York (NY); On-site; USD 130,000 - 228,000; Full time

Job summary

An established industry player is seeking a Head of Claims Operations to lead their Americas team. This pivotal role involves enhancing operational efficiencies and fostering a culture of continuous improvement. You will collaborate with diverse teams to drive strategic initiatives, ensuring high-quality claims support and exceptional customer service. With a focus on performance management and innovation, this position offers the opportunity to make a significant impact in a dynamic environment. If you are passionate about operational excellence and team development, this role is perfect for you.

Benefits

Retirement Plans

Health and Wellness Programs

Professional Development Opportunities

Qualifications

• Bachelor's degree or equivalent; insurance certifications are a plus.
• Experience in insurance operations and claims management preferred.

Responsibilities

• Lead the Claims Operations team, focusing on performance management and quality review.
• Continuously improve claims operational support models and processes.
• Act as liaison between IT and Claims users for platform support.

Skills

Insurance Operations

Claims Handling

Customer Service

Analytical Skills

Communication Skills

Microsoft Office Suite

Education

Bachelor's Degree

Insurance Certifications (AIC, CPCU, ARM)

Tools

Claims Management Systems

Application Development Technologies

Job description

Job Description - Head of Claims Operations (23CYAM11D20250405)

Job Number:

23CYAM11D20250405

Discover your opportunity

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. How do you make a good thing better? 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 directions for continued process improvement and continuity. You will lead and coordinate critical claims operational activities, including supporting the design, execution, and successful implementation of strategic initiatives towards continuous improvement.

Key Responsibilities

1. Continuously improve an effective and efficient model and team for high-quality claims operational support, including resource deployment.
2. Lead the Claims Operations – Americas team, providing performance management, quality review, guidance, training, and mentoring for professional development.
3. Establish, document, and maintain a catalogue of claims technical support services, including processes, procedures, and SLAs.
4. Develop a metrics framework to measure team performance against SLAs and standards.
5. Serve as the primary contact and liaison with Global Claims Operations teams supporting Americas Claims to ensure alignment.
6. Support the maintenance of business process narratives and serve as liaison with internal audit and external auditors.
7. Work with Claims Services & Communications to monitor claims inquiry channels.
8. Lead change and promote continuous improvement, partnering with Global Claims Operations on regional initiatives.
9. Support operational planning and activities in coordination with the Head of Claims Strategy & Services.
10. Act as the liaison between IT and Claims users for platform support, enhancements, and process improvements.
11. Provide leadership on issues involving financial transactions.
12. Ensure alignment with Vendor Management Governance Framework, supervising related resources.
13. Perform other duties as required.

Reporting to the Head of Claims Strategy & Services, you will need the following skills and abilities:

Required Skills and Abilities

• Bachelor's degree or equivalent; insurance certifications (AIC, CPCU, ARM) a plus.
• Experience in insurance operations/support; claims handling/management a plus.
• Proven track record of providing excellent internal and external customer service.

Desired Skills and Abilities

• Effective analytical skills and sound judgment.
• Excellent verbal, written, and collaborative communication skills.
• Ability to work in a virtual team environment.
• Continuous improvement mindset, eager to learn and improve skills.
• Proficiency with Microsoft Office suite.
• Understanding of application development/support technologies.
• Adaptable, flexible, and able to remain calm under pressure.

Find your future

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. We combine a comprehensive capital platform, data-driven insights, leading technology, and talented professionals to deliver top client service across property, casualty, professional, financial lines, and specialty insurance.

We are committed to diversity, inclusion, and sustainability, with initiatives and programs supporting our values and strategic goals.

Compensation and Benefits

The U.S. pay range for this position is USD $130,000 - $227,500, determined by skills, experience, and location. We offer competitive benefits including retirement plans, health and wellness programs, and professional development opportunities. For details, visit US Benefits at a Glance 2025.

AXA XL is an Equal Opportunity Employer, fostering an inclusive culture where everyone can reach their potential.

Location Details

Locations include US-NY-New York, US-CT-Hartford, US-IL-Chicago, US-PA-Exton. The primary work location is 225 Liberty Street, New York, NY.