Are you ready to lead a transformative journey in claims management? AXA Retail Claims is on an exciting journey to evolve our indemnity delivery, strengthening our reputation for delivering outstanding customer outcomes and a compelling people proposition. We are looking for a Claims Operations Leader to drive market-leading customer service and financial performance across the entire notification journey—covering both online and offline channels, including Third Party Intervention. If you’re a strategic leader with a passion for operational excellence and a desire to make a meaningful difference, we want to hear from you!

As a leader, you’ll stay ahead of market trends, introduce new working methods, and unlock the full potential of our Teesside claims operation—an essential stage in the claim lifecycle. This is your chance to drive operational excellence, enhance customer experiences, and make a tangible contribution to our business growth.

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means either attendance at one of our office locations, visiting clients or attending industry events.

What you’ll be doing:

• Lead and inspire the Notification and Third-Party Intervention teams (approximately 90 FTE) to deliver excellent customer outcomes and robust financial results.
• Drive change management and execute key indemnity initiatives valued at £30m annually.
• Collaborate with stakeholders to enhance our online offerings, increasing demand through a seamless electronic notification journey.
• Achieve exceptional commercial results by growing non-risk income, reducing indemnity spend, and minimising leakage.
• Foster a high-performance, inclusive culture that promotes positive engagement and continuous development.

What you’ll bring:

• Prior experience leading large teams within financial services essential.
• Strong Motor Claims experience; prior leadership of a motor claims operation preferred.
• Demonstrated ability to manage budgets and support financial targets.
• Experience supporting and delivering successful change initiatives.
• Excellent stakeholder engagement and collaboration within large, dynamic teams.
• Strategic leadership with strong commercial acumen, capable of driving innovation, change, and operational excellence.
• Exceptional communication, influencing, and stakeholder management skills to build collaborative relationships at all levels.
• Data-informed decision-making, with resilience and adaptability to thrive in a dynamic, fast-paced environment.

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

What we offer:

At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive annual salary
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Cash car allowance of £5,200 per year
• Life Assurance (up to 10 x annual salary)
• Private medical cover
• 28 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
• Wellbeing services & resources
• AXA employee discounts

To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to [email protected].

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Who we are:

AXA Retail helps people live the life they love, knowing we’ve got their back, at home and on the road. Our people are vital to us becoming more digital, faster and easier to access. We’re a dynamic team of experts completely committed to making sure our customers ‘get back to the good stuff’ when the unexpected happens.