AXA XL
Head of Claims Operations & Excellence - UK & Lloyds
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London, UK
At AXA XL we solve today’s complex risks to drive tomorrow’s innovation. We see our careers with AXA XL as a chance to unleash our potential globally. Cultivate expertise. Collaborate constantly. Analyze deeper. Dream bigger.
Our Claims team sets us apart. Our experienced Claims professionals use their specialised 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 Head of Claims Operations, you will be responsible for leading and delivering the Claims Operations strategy across the UK & Lloyd’s business. You will oversee governance, regulatory compliance, operational performance, and continuous improvement, ensuring that the claims function operates in line with internal standards, regulatory requirements, and strategic objectives.
The role includes (but is not limited to) accountability for delivering a robust control environment, ensuring operational readiness for change initiatives, providing Board-level reporting, and driving claims-wide improvements based on audit and performance insights. You will be a part of the Claims Leadership Team (CLT) and help ensure AXA XL remains well positioned within the evolving London Market and global regulatory landscape.
You will be based in London; however, we are excited to have implemented our Smart Working initiative offering a hybrid way of working, combining both remote and office working.
What you’ll be doing
What will your essential responsibilities include?
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Lead delivery of Claims Operations strategy
- Partner with the CLT to define and deliver regional objectives aligned to global and regional claims strategy
- Ensure effective execution of claims operational priorities across the UK & Lloyd’s business
- Demonstrate delivery against plan through clear tracking, reporting and performance management
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Process Optimisation & Operating Model Design
- Cycle times
- Leakage reduction
- Data quality
- Operational efficiency
- Segmentation
- Oversee process redesign, simplification, segmentation and standardisation in line with CLT strategy for UK Claims
- Help deliver improvements in:
- Define and optimise the future claims operating model (roles, workflows, segmentation)
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Governance & regulatory compliance oversight
- Delegated Authority (DA) frameworks
- Lloyd’s Claims Principles and Minimum Standards
- CBI requirements and Consumer Duty expectations
- US regulatory requirements and reporting obligations
- Global Claims Handling Principles (GCHP)
- Establish and maintain a robust claims governance framework
- Ensure adherence to:
- Audit, assurance & claims-wide learning
- Support the claims audit and quality assurance framework through strong engagement with the Global Quality Assurance team
- Review audit outcomes (internal, external and regulatory), identifying themes, root causes and control weaknesses
- Drive claims-wide learning and continuous improvement based on audit findings
- Ensure timely and effective remediation of identified issues
- Board & executive reporting
- Operational performance
- Delivery against strategic objectives
- Audit outcomes and control effectiveness
- Key risks and regulatory matters
- Help to deliver high-quality reporting to Board and Executive Committees by providing a draft report to be reviewed and agreed by the CLT
- Provide clear insight into:
- Ensure reporting is data-driven, transparent and aligned to stakeholder expectations
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Continuous improvement & transformation
- Lead the continuous improvement agenda across claims operations
- Undertake deep dives into processes, procedures and performance to identify improvement opportunities
- Leverage MI, data insights, and analytics to drive efficiency, control effectiveness and customer outcomes
- Support delivery of transformation initiatives, including system upgrades and strategic change programmes
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Operational readiness & change delivery
- Ensure operational readiness for all claims change initiatives, including regulatory change and system transformation
- Partner with project and technology teams to embed sustainable operational solutions
- Oversee implementation of new processes, ensuring consistency and adoption across the business
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Vendor & third-party management
- Oversee governance and performance of Delegated Claims Authority Partners (DCAs) and outsourced providers, including oversight and governance of the vendor panel
- Ensure robust frameworks are in place covering performance management, compliance and risk oversight
- Drive accountability for vendor delivery against SLAs and regulatory expectations
- Partner with the Delegated Authority Service Centre (DASC) to ensure that the CLT receive adequate information to allow appropriate oversight of our DCAs, including any areas that need to be escalated.
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Market engagement & external alignment
- Maintain awareness of London Market developments (e.g. LMA initiatives) and global claims strategies
- Ensure AXA XL is well positioned for upcoming market and regulatory changes
- Represent Claims Operations in relevant internal and external forums as required
You will report to – Chief Claims Officer – UK & Lloyd’s
What you’ll bring
We’re looking for someone who has these abilities and skills:
- Strategic leadership capability with proven experience in claims operations within the London Market
- Solid understanding of:
- Delegated Authority frameworks
- Lloyd’s market requirements
- UK (CBI / Consumer Duty) and US regulatory environments
- Proven experience in governance, audit, and control frameworks
- Exceptional quantitative and qualitative analysis skills, including use of data to drive insight and decision-making
- Excellent experience in delivering Board-level reporting and executive communication
- Strategic and collaborative thinker – able to identify gaps and deliver solutions through cross-functional engagement
- Excellent project, programme and change management capability
- Excellent verbal and written communication skills with the ability to influence senior stakeholders
- Proven ability to manage multiple priorities in a fast-paced, evolving environment
- Extensive leadership presence with the ability to build and lead high-performing teams
- Continuous improvement mindset with a focus on delivering better customer and business outcomes
- High levels of integrity, professionalism and accountability
What we offer
Inclusion
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. At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. It’s about helping one another — and our business — to move forward and succeed.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
- Robust support for Flexible Working Arrangements
- Enhanced family-friendly leave benefits
- Named to the Diversity Best Practices Index
- Signatory to the UK Women in Finance Charter
Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.
Total Rewards
AXA XL’s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do.
We’re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.
Sustainability
At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called “Roots of resilience”, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.
Our Pillars
- Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We’re committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
- Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
- Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We’re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
- AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.
For more information, please see axaxl.com/sustainability.
Who we are
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
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