Head of Claims Operations & Excellence Lloyds

Head of Claims Operations & Excellence - UK & Lloyds

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.

• 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
• 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)
• 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
• 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
• Operational readiness & change delivery
• Ensure…