Head of Claim Operations, QA & Compliance, Claims Shared Services, Global Markets Claims

Key Responsibilities

• Leading the oversight of all claim’s operations, ensuring oversight of regulatory compliance and accurate data reporting. This includes developing and optimizing operational strategies that maximize efficiency while maintaining high standards across intake, administration, financial transactions, and vendor management. Ensuring adherence to Claims Lead Arrangements.
• Supporting the Head of Global Markets Claims driving transformation initiatives across technology, workflow, operating models, process improvement, management reporting, data analysis, and claims service, aligning with the strategic goal of developing modern, efficient claims processes and service in collaboration with various stakeholders in the AXIS functions.
• Developing and maintaining a modern operating environment that supports continuous improvement, automation, and innovation. This requires fostering an adaptable team culture, setting clear standards, and providing guidance to support ongoing advancement in quality and productivity.
• Identifying areas for automation and innovation, opportunities to modernize the use of claim operating systems and technology, drive digital enablement, straight-through processing and workflow platforms and champion the implementation of best practices throughout the claims lifecycle.
• Optimising the end-to-end claims model from FNOL to settlement, standardise processes, triage models and referral frameworks, governing the maintenance of knowledge and process resources.
• Supporting and managing regulatory relationships, audit readiness, and compliance across multiple jurisdictions (including Lloyd’s, FCA, PRA, CBI). Monitoring market initiatives and best practice via LMA/IUA and Lloyd’s working groups. Responsibilities extend to preparing for audits, upholding compliance frameworks, and liaising effectively with external regulators and partners.
• Overseeing and optimizing key operational areas such as intake, administration, financial transactions, and vendor management. You will monitor performance, ensure accuracy in data reporting, and streamline workflows for optimal service delivery.
• Ensuring operating platforms support KPIs, dashboards, and performance metrics to monitor outcomes and support strategic decisions and the baseline minimum standard of the claim management system is documented, trained and delivered for all of GM claim handlers.
• Building capability through training, standard setting, and feedback loops. You will create and deliver training programs, reinforce performance expectations, and implement mechanisms for ongoing feedback and learning across the team.
• Collaborating with internal stakeholders (Underwriting, Actuarial, D&A, Finance) and external partners (auditors, regulators, vendors). Cross-functional teamwork is essential for supporting business objectives, ensuring alignment, and maintaining compliance.
• Supporting new initiatives, resource modeling, and project management aligned with business objectives and continuous improvement
• Supporting regular reports and analysis to leadership. You will provide comprehensive updates on operational metrics, project progress, resource modeling, and new initiatives.
• Establishing skills pathways, clear development and succession plans; embed human-centered design, customer fairness, curiosity and continuous improvement in the team culture.
• As demands evolve, you may be assigned additional responsibilities to enable AXIS to meet strategic goals and adapt to industry changes.

Qualification & Requirements

About You:

We encourage you to bring your own experience and expertise to the table, so while there are some qualifications and experiences, we need you to have, we are open to discussing how your individual knowledge might lend itself to fulfilling this role and help us achieve our goals.

What you need to have:

• This position requires a results-driven leader who can deliver operational excellence, champion change, maintain high standards of quality and compliance, demonstrated leadership, organizational and management skills to drive team development.
• Demonstrated ability to work cross functionally and influence and collaborate at all organizational levels, both internally and externally.
• Continuous improvement mindset and proficiency with data, ability to develop management information to drive results, make decisions and drive outcomes.
• 10 or more years of Claims Operations, Quality Assurance & Compliance experience with a Lloyd’s Managing Agent, or Specialty insurance/reinsurance organization.
• Expertise in Specialty Claims Operations in the Lloyd’s/FCA/PRA/CBI regulatory environments.
• Ability to accomplish tasks in an agile, dynamic environment.
• Ability to analyze data and use it to make practical, forward-looking decisions to support Compliance, QA and regulatory obligations for Global.
• Excellent communication skills and demonstrated ability and experience supporting strategic initiatives impacting key stakeholders and reporting to senior management in across functional, global organization.
• Experience working on cross functional teams, collaborating, actively participating, and delivering solutions.
• Strong organizational, critical thinking, problem solving, analytical, and quantitative skills including the ability to analyze and interpret financial and claims data.
• Experience supporting the management of claims with the ability to influence at all levels

Benefits

No information available.