SENIOR P&C CLAIMS EXPERT INTERNATIONAL MARKETS

AXA International Markets (IMa) is composed of 17 countries, covering a large territorial scope from Latin America (key operations of AXA being in Mexico, Colombia, Brazil), Middle East (Turkey and Lebanon), Africa (key operations being Morocco, Nigeria, Algeria, Egypt and French speaking Sub Saharian Africa) and South East Asia (Thailand, Indonesia, Philippines and South Korea)The Senior P&C Claims Expert initiates and conducts the P&C claims activities, together with IMa entities, including all aspects like strategic vision, technical excellence and claims initiatives, transformation and process improvements, tool and vendor selection, insurance procurement, monitoring of activities, sharing best practices, sharing anti-fraud actions, building up claims’ analytics capabilities and alignment with other functions locally and at IMa level.Provide to all the entities timely and accurate service for claims transformation, initiatives and claims analytics. Share and support technical excellence and customer experience activities and selective involvement in entities’ claims initiatives (data analytics, fraud, recovery, IP, ease customer service etc.), and fostering to link initiatives to measurable P&L impactDevelops the definition of working priorities together with local entities. Build relationships with local heads of P&C Claims, as an international expert. Travel to entities will be necessary as well as the ongoing remote interactions with the local teams and stakeholders.Assess capabilities, approaches and processes in the entities and help to design and implement action plans to improve along those dimensions.Strengthen the Claims community within IMa to share experiences, approaches, and knowledge (best practices). Building up the Claims Community at IMa, and liaise with other stakeholders in AXA GroupMonitor key KPIs that indicate claims performance and engage in performance dialogue with local Claims Teams. Drive improved claims performance of the entities through a relevant and not heavy monitoring approach (from top-down to the details), which is seen as value add by Head of Claims in entitiesSupport entities in case of highly large and sensitive claims (large / complex).Support and perform Group In-depth reviews of entities or IMa regional reviews, and support and follow up on review action plan and recommendations.Involvement in customer experience and technical Claims transformation projects in selected entities (e.g., implementation of new claims system, process redesign) resulting in improved NPS scores and lower average claims costs. Support entities on NPS measures to drive continuous improvement in the claims experience.Exchange regularly about P&C Claims with the IMa Retail and Commercial teams (claims/ operations expert). Promotion of cross-functional collaboration between (at least) Claims, Pricing/ Underwriting and ReservingInterface to Group Insurance Office Claims, and contribute to their initiatives and working groups (where relevant for IMa entities). Liaise with other stakeholders in AXA Group. Ensure entities’ compliance to Group standards and Solvency II Policies in Claims, participating in IMa certification process.Involvement in Sophistication / Improvement of IT systems to improve data availability, automation as well as data qualityPROFILE:Background and experience8 Years + Experience in P&C insurance business.Currently working at minimum senior level.Working experience in Claims and/or fraud detection, and involvement in operations, finance & controlling, product, pricing, underwriting and reserving.Experience of delivering customer experience improvements in the claims process.Some international experience of different cultures and working practices preferable.Technical skillsFluent in Spoken & Written English (Spanish and French will be appreciated)Deep knowledge in claims management, processes, and toolsAbility to interpret claims and financial informationBroad knowledge of claims tool providers and their tools will be appreciatedData analytics knowledge will be appreciatedSoft skillsPrioritisation and organisation skillsCritical thinkingStrong communication skills, resilient, persistent and highly target-orientedStrong skills to manage complex projects (multiple countries, several stakeholders)Strong customer first competencies and mindsetAbility to network, establish relationships, and gain credibility from more senior roles, good ability to interact with interlocutors of cross-function teams and various levels of seniorityAbility to adapt in a changing environmentTeam player and team builderAutonomous and results-orientedCapacity to influence in entities decision makingData driven orientationIn AXA we value diversity and we work for equal opportunities and to make that everyone feels respected and included