Head of Claims Operations

AXA Group; New York (NY); On-site; USD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a dynamic Head of Claims Operations for the Americas. This pivotal role focuses on enhancing operational efficiencies and leading a passionate team dedicated to delivering exceptional claims support. You will be responsible for formulating strategic business plans, fostering a culture of continuous improvement, and ensuring alignment with global operations. If you thrive in a collaborative environment and are eager to drive change, this opportunity is perfect for you. Join a forward-thinking organization that values innovation and excellence in service delivery.

Qualifications

• Bachelor's degree required; insurance certifications a plus.
• Advanced experience in operational/shared services support preferred.

Responsibilities

• Lead the Claims Operations team and ensure high-quality operational support.
• Develop metrics to measure performance against SLAs and standards.

Skills

Customer Service

Analytical Skills

Interpersonal Communication

Continuous Improvement Mindset

Education

Bachelor's degree

Insurance certifications (AIC, CPCU, ARM)

Tools

Microsoft Suite

Job description

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 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.

DISCOVER your opportunity

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 (Shared Services, TPA/DA, PMO, QA & Claims Compliance, etc.)
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. In alignment with the Global Claims Operations function, 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. This includes, but is not limited to, partnering with Global Claims Operations on regional workstreams to plan, develop and deliver change across the Americas region.
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. Assure 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.

SHARE your talent

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. Interpersonal Communication: 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. Continuous Improvement Mindset: 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. Experience in areas such as application monitoring, application support processes, application testing and release processes.
7. Displays an adaptable and flexible working style, remaining calm under pressure, adjusting comfortably to changing conditions / priorities.

For more information, please see Sustainability at AXA XL.