We are currently recruiting for an exciting new role as Head of Motor and Home (M&H) Insurance here at AXA Partners.This role is responsible for leading the M&H insurance claims services, ensuring that clients receive timely and effective reimbursement post claims. It will also be responsible for strategic oversight, coordination of insurances claims services and delivering high-quality customer outcomes. You will lead the UK M&H contact centres delivering excellent levels of customer advocacy. You will ensure the procedure is handled efficiently, accurately and in a manner that protects the interests of the insured parties while also providing satisfactory customer service for local operations within the UK strategy and transformation programme. The role will ensure excellent standards of employee and customer outcomes contained within a cost effective operation, which meets regulatory requirements. The role is responsible for ensuring local operations are aligning with the Commercial ambition acting as a reference point between the two areas. You will be based in our Redhill office and work on a hybrid basis. The salary will be circa £65,000 - £70,000 dependent on experience. What you'll be doing: Leadership and Management: Lead and manage the motor and home team, providing guidance, training, and support to ensure optimal performance Develop and implement departmental policies and procedures to enhance service delivery and operational efficiency Strategic Planning: Collaborate with COO to define the vision and strategic objectives for the Motor & Home Assistance department. Analyse best practices and client needs to identify opportunities for service improvement and high standard for claims management. Operational Oversight: Oversee the day-to-day operations of the Motor & Home Assistance services, ensuring timely and effective responses to client needs. Monitor and evaluate service delivery metrics to ensure compliance with quality standards and regulatory requirements. Monitor the reserving process and the related adjustment and closure in line with the finance policies Client Relationship Management: Serve as the primary point of contact for key partners, clients, addressing inquiries and resolving issues related to Motor & Home Assistance services Build and maintain strong relationships with partners and other stakeholders. Crisis Management: Lead the response to escalation, coordinating with internal teams and external partners to ensure a comprehensive and effective approach Develop and implement crisis management protocols to prepare the team for various scenarios. Training and Development: Identify training needs within the team and provide opportunities for professional development. Conduct regular training sessions to keep the team updated on best practices and industry standards. Reporting and Analysis: Prepare regular reports on the performance of medical assistance services, identifying areas for improvement and implementing necessary changes Analyse data to assess the effectiveness of services and inform strategic decision-making. What you'll bring: Demonstrable commercial acumen and experience, mainly within a B2B environment Exemplary stakeholder management skills, dealing with and influencing senior executive level managers at a global level in a matrix organisation Evidence of strategic planning, analytical and execution skills with an ability to assess and communicate priorities and drive actions and delivery through others Proven ability /experience in Operational resilience , regulatory controls and Risk management Excellent understanding of Financial services and the full regulatory environment Ability to quickly assimilate information from disparate topics/functions and connect together to bring business conclusions or highlight risks Skilled at bringing structure and rigour to ambiguous situations and leading teams (both direct and in-direct) to deliver Ability to challenge the status quo and apply a forward-thinking approach to deliver sustainable change Proven ability to collaborate across multi-disciplinary teams Ability to master multiple complex topics, make quick decisions and remain a clear thinker and communicator under pressure Successful experience in developing and retaining critical talent and building an effective team Ideally experience of managing and working in Risk/compliance or operational resilience Understanding the motivation levers for key stakeholders based on benefits to be realized What we offer: At AXA Partners, 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: By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone's skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth. Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary. 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. Who we are: We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters. Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)
Jun 20, 2025
Full time
We are currently recruiting for an exciting new role as Head of Motor and Home (M&H) Insurance here at AXA Partners.This role is responsible for leading the M&H insurance claims services, ensuring that clients receive timely and effective reimbursement post claims. It will also be responsible for strategic oversight, coordination of insurances claims services and delivering high-quality customer outcomes. You will lead the UK M&H contact centres delivering excellent levels of customer advocacy. You will ensure the procedure is handled efficiently, accurately and in a manner that protects the interests of the insured parties while also providing satisfactory customer service for local operations within the UK strategy and transformation programme. The role will ensure excellent standards of employee and customer outcomes contained within a cost effective operation, which meets regulatory requirements. The role is responsible for ensuring local operations are aligning with the Commercial ambition acting as a reference point between the two areas. You will be based in our Redhill office and work on a hybrid basis. The salary will be circa £65,000 - £70,000 dependent on experience. What you'll be doing: Leadership and Management: Lead and manage the motor and home team, providing guidance, training, and support to ensure optimal performance Develop and implement departmental policies and procedures to enhance service delivery and operational efficiency Strategic Planning: Collaborate with COO to define the vision and strategic objectives for the Motor & Home Assistance department. Analyse best practices and client needs to identify opportunities for service improvement and high standard for claims management. Operational Oversight: Oversee the day-to-day operations of the Motor & Home Assistance services, ensuring timely and effective responses to client needs. Monitor and evaluate service delivery metrics to ensure compliance with quality standards and regulatory requirements. Monitor the reserving process and the related adjustment and closure in line with the finance policies Client Relationship Management: Serve as the primary point of contact for key partners, clients, addressing inquiries and resolving issues related to Motor & Home Assistance services Build and maintain strong relationships with partners and other stakeholders. Crisis Management: Lead the response to escalation, coordinating with internal teams and external partners to ensure a comprehensive and effective approach Develop and implement crisis management protocols to prepare the team for various scenarios. Training and Development: Identify training needs within the team and provide opportunities for professional development. Conduct regular training sessions to keep the team updated on best practices and industry standards. Reporting and Analysis: Prepare regular reports on the performance of medical assistance services, identifying areas for improvement and implementing necessary changes Analyse data to assess the effectiveness of services and inform strategic decision-making. What you'll bring: Demonstrable commercial acumen and experience, mainly within a B2B environment Exemplary stakeholder management skills, dealing with and influencing senior executive level managers at a global level in a matrix organisation Evidence of strategic planning, analytical and execution skills with an ability to assess and communicate priorities and drive actions and delivery through others Proven ability /experience in Operational resilience , regulatory controls and Risk management Excellent understanding of Financial services and the full regulatory environment Ability to quickly assimilate information from disparate topics/functions and connect together to bring business conclusions or highlight risks Skilled at bringing structure and rigour to ambiguous situations and leading teams (both direct and in-direct) to deliver Ability to challenge the status quo and apply a forward-thinking approach to deliver sustainable change Proven ability to collaborate across multi-disciplinary teams Ability to master multiple complex topics, make quick decisions and remain a clear thinker and communicator under pressure Successful experience in developing and retaining critical talent and building an effective team Ideally experience of managing and working in Risk/compliance or operational resilience Understanding the motivation levers for key stakeholders based on benefits to be realized What we offer: At AXA Partners, 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: By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone's skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth. Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary. 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. Who we are: We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters. Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)
We currently have an exciting opportunity for a Chief Medical Officer for the UK & Ireland to join us to oversee all medical assistance activities for the UK scope, inclusive of all hub related cases. AXA Partners medical team provides medical assistance 24 hours a day/365 days a year to our customers around the world and we pride ourselves on delivering the best service to our customers. A key part of this role is to develop and oversee a comprehensive framework for medical standards, processes and protocols ensuring the highest quality of patient care, coordinating the medical staff, and supporting the company's medical assistance initiatives. In case of medical assistance escalation, the Chief Medical Officer will be responsible for managing and proposing actions for remediation. This position is also responsible for overseeing the quality of medical staff (doctors, nurses) credentials and abilities, managing internal controls, supporting commercial campaigns, and promoting training and team spirit within the medical team. You will be based in our Redhill office and work on a hybrid basis.We work a 35 hour week, Monday to Friday 9am - 5pm. Key responsibilities will include: Medical Leadership and Strategy: Develop and implement the medical strategy in alignment with the company's goals and objectives. Provide leadership and guidance on medical issues to the Chief Operating Officer and Excom when required. Stay abreast of global medical trends and advancements, integrating relevant practices into the company's operations. Standards and Quality Assurance: Establish and maintain high standards of medical care by developing protocols, reviewing cases. Oversee the quality assurance process to ensure compliance with medical standards and regulatory requirements. Implement continuous improvement initiatives to enhance the quality of care. Medical Staff Management in collaboration with the Head of Medical Assistance: Support the recruitment, credentialing, and development of medical team. (Doctors and nurses) Provide regular medical performance evaluations and provide feedback to medical personnel. Foster a culture of continuous professional development and learning. International Medical Assistance: Oversee the provision of medical assistance services. Develop and maintain relationships with global medical partners and providers. Ensure the delivery of high-quality medical services across various international locations. Participate in building a strong network of medical providers, ensuring service quality and cost effectiveness Operational Oversight: In collaboration with the Head of Medical Assistance, supervise the day-to-day medical operations, ensuring efficiency and effectiveness and the quality of medical decisions Provide medical support in complex cases Implement and monitor internal controls to ensure compliance with medical standards and policies. Address and resolve any operational issues or challenges promptly. Emergency Response and Crisis Management: Lead the medical response to emergencies and crises, ensuring timely and effective care. Develop and implement emergency response plans and protocols. Coordinate with other departments and external partners during crisis situations. Commercial and Client Support: Provide medical expertise and support for commercial campaigns and client engagements, when required. Upon request, participate in client meetings and presentations, offering medical insights and recommendations. Ensure client satisfaction with the company's medical services. Training and Development: Develop and oversee training programs for medical staff to ensure ongoing competency and excellence. Promote a collaborative and supportive work environment that encourages teamwork and professional growth with all stakeholders Organize workshops, seminars, and other training activities to enhance medical knowledge and skills. Your Profile Medical degree (MD or DO) from an accredited institution. Valid medical license in UK Specialities: Critical Care (Intensivist), Anaesthesiology, Emergency Medicine, or Internal Medicine with critical care experience. Knowledge of critical care, emergency medicine, and medical transport (particularly aeromedical). Extensive knowledge of medical standards, regulatory requirements, and best practices. Proven track record in medical staff management, recruitment, and development. Excellent leadership, communication, and interpersonal skills. Ability to work effectively in a fast-paced, dynamic, and international environment. Strategic thinking and strong problem-solving abilities. Preferred Skills: Experience in emergency response and crisis management. Familiarity with international medical assistance and global healthcare systems. Multilingual skills are a plus. About AXA AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention. Our mission: Empower people to live a better life. Our values: Customer First, Courage, Integrity and One AXA. About the Entity AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection. AXA Partners' role is also to implement innovative solutions emerging from the AXA Innovation unit. Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters. What We Offer By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone's skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth. Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
Jun 14, 2025
Full time
We currently have an exciting opportunity for a Chief Medical Officer for the UK & Ireland to join us to oversee all medical assistance activities for the UK scope, inclusive of all hub related cases. AXA Partners medical team provides medical assistance 24 hours a day/365 days a year to our customers around the world and we pride ourselves on delivering the best service to our customers. A key part of this role is to develop and oversee a comprehensive framework for medical standards, processes and protocols ensuring the highest quality of patient care, coordinating the medical staff, and supporting the company's medical assistance initiatives. In case of medical assistance escalation, the Chief Medical Officer will be responsible for managing and proposing actions for remediation. This position is also responsible for overseeing the quality of medical staff (doctors, nurses) credentials and abilities, managing internal controls, supporting commercial campaigns, and promoting training and team spirit within the medical team. You will be based in our Redhill office and work on a hybrid basis.We work a 35 hour week, Monday to Friday 9am - 5pm. Key responsibilities will include: Medical Leadership and Strategy: Develop and implement the medical strategy in alignment with the company's goals and objectives. Provide leadership and guidance on medical issues to the Chief Operating Officer and Excom when required. Stay abreast of global medical trends and advancements, integrating relevant practices into the company's operations. Standards and Quality Assurance: Establish and maintain high standards of medical care by developing protocols, reviewing cases. Oversee the quality assurance process to ensure compliance with medical standards and regulatory requirements. Implement continuous improvement initiatives to enhance the quality of care. Medical Staff Management in collaboration with the Head of Medical Assistance: Support the recruitment, credentialing, and development of medical team. (Doctors and nurses) Provide regular medical performance evaluations and provide feedback to medical personnel. Foster a culture of continuous professional development and learning. International Medical Assistance: Oversee the provision of medical assistance services. Develop and maintain relationships with global medical partners and providers. Ensure the delivery of high-quality medical services across various international locations. Participate in building a strong network of medical providers, ensuring service quality and cost effectiveness Operational Oversight: In collaboration with the Head of Medical Assistance, supervise the day-to-day medical operations, ensuring efficiency and effectiveness and the quality of medical decisions Provide medical support in complex cases Implement and monitor internal controls to ensure compliance with medical standards and policies. Address and resolve any operational issues or challenges promptly. Emergency Response and Crisis Management: Lead the medical response to emergencies and crises, ensuring timely and effective care. Develop and implement emergency response plans and protocols. Coordinate with other departments and external partners during crisis situations. Commercial and Client Support: Provide medical expertise and support for commercial campaigns and client engagements, when required. Upon request, participate in client meetings and presentations, offering medical insights and recommendations. Ensure client satisfaction with the company's medical services. Training and Development: Develop and oversee training programs for medical staff to ensure ongoing competency and excellence. Promote a collaborative and supportive work environment that encourages teamwork and professional growth with all stakeholders Organize workshops, seminars, and other training activities to enhance medical knowledge and skills. Your Profile Medical degree (MD or DO) from an accredited institution. Valid medical license in UK Specialities: Critical Care (Intensivist), Anaesthesiology, Emergency Medicine, or Internal Medicine with critical care experience. Knowledge of critical care, emergency medicine, and medical transport (particularly aeromedical). Extensive knowledge of medical standards, regulatory requirements, and best practices. Proven track record in medical staff management, recruitment, and development. Excellent leadership, communication, and interpersonal skills. Ability to work effectively in a fast-paced, dynamic, and international environment. Strategic thinking and strong problem-solving abilities. Preferred Skills: Experience in emergency response and crisis management. Familiarity with international medical assistance and global healthcare systems. Multilingual skills are a plus. About AXA AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention. Our mission: Empower people to live a better life. Our values: Customer First, Courage, Integrity and One AXA. About the Entity AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection. AXA Partners' role is also to implement innovative solutions emerging from the AXA Innovation unit. Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters. What We Offer By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone's skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth. Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
We have an excellent opportunity for an experienced Head of Customer Insight & Complaint Manager to join us. This role is responsible for overseeing the evolution of customer experience at AXA Partners UK. It encompasses the production of insightful metrics, effective management of customer complaints, and the assurance of service quality standards in alignment with regulatory requirements. The ideal candidate will act as a key authority in decision-making related to customer service and adherence to product terms and conditions. You will be based in our Redhill office and work on a hybrid basis. We work a 35-hour week, Monday to Friday, 9am - 5pm. Key Responsibilities: Customer Insight Management: Produce and analyze Net Promoter Score (NPS) and other relevant customer data to benchmark the customer experience with AXA Partners UK. Develop actionable insights from customer feedback to inform strategic decisions and enhance customer satisfaction. Complaint Management: Oversee the management of customer complaints, ensuring they are handled efficiently and within regulatory frameworks. Organize and coordinate the escalation process for complaints, ensuring timely resolutions and effective communication with stakeholders. Quality Assessment: Perform comprehensive quality assessments to ensure that service standards are consistently maintained. Implement quality control measures and develop improvement plans based on assessment results. Decision Authority: Act as the ultimate authority in decision-making regarding appropriate servicing solutions and adherence to product terms and conditions. Collaborate with various departments to ensure customer service strategies align with organizational goals and regulatory obligations. Individual responsibilities/tasks/Key Result areas Customer Insight Management: Gather, analyze, and interpret data related to Net Promoter Score (NPS) and other customer satisfaction metrics. Monitor trends and changes in customer feedback over time to identify patterns and areas for improvement. Establish benchmarks for customer experience by comparing AXA Partners UK's performance against industry standards and competitors. Complaint management : Ensure the accurate and timely recording of customer complaints as they come into the organisation in line with our AXA Partners policy, procedures and FCA regulations. Own the end-to-end process for regulated complaints, including the complaints investigation handling and FOS interaction. Plan and manage workload of teams to ensure timescales and expectations are managed and prevent regulatory breaches. Provide informal advice and assistance on complaints to customers, where possible resolving without the need for formal complaints and to ensure and instil customer confidence. Own the root cause analysis process and create transparency across the business. Drive change; ensuring complaints data is easy to access, understand and used to educate teams how to analyse complaints data and provide guidance on how we can drive improvement. Work closely with the other functions, making sure that the relevant data and insights are shared in a timely manner across the organisation. Continually measure, monitor, and improve overall performance of the Complaint function, giving regular feedback to management team, and providing visibility on company level standards and metrics. Quality Assessment: Conducting Quality Assessments by evaluate services and processes to ensure they meet established quality standards and identify areas for enhancement. Identifying Improvement Opportunities: Analyze assessment results to pinpoint specific areas where quality can be improved, developing actionable recommendations. Implementing Quality Improvement Initiatives: Lead and execute initiatives aimed at enhancing quality, including recommendations on process redesigns and promote best practice adoption. Monitoring Progress: Track the effectiveness of quality improvement initiatives through regular follow-up assessments and adjustments based on performance data. Share and forster for Development: Provide awareness to staff on quality improvement methodologies and tools to foster a culture of continuous improvement. Design Authority Decision-Making Authority: Serve as the final authority on servicing solutions, ensuring decisions comply with product terms and conditions while addressing client needs effectively. Policy Adherence: Review and ensure adherence to product terms and conditions in all servicing decisions, minimizing risk and maintaining compliance with internal policies. Cross-Department Collaboration: Work collaboratively with departments such as sales, compliance, and operations to align customer service strategies with organizational objectives and regulatory requirements. Customer Service Strategy Development: Contribute to the development and refinement of customer service strategies, ensuring they are effective, efficient, and compliant with applicable regulations. Performance Monitoring: together with the insight team report on the effectiveness of servicing solutions and strategies, making adjustments as necessary to improve customer satisfaction and operational efficiency. Your Profile Demonstrable commercial acumen and experience, mainly within a B2B environment Exemplary stakeholder management skills, dealing with and influencing senior executive level managers at a global level in a matrix organisation Evidence of strategic planning, analytical and execution skills with an ability to assess and communicate priorities and drive actions and delivery through others Excellent understanding of Financial services and the full regulatory environment Ability to quickly assimilate information from disparate topics/functions and connect together to bring business conclusions or highlight risks Skilled at bringing structure and rigour to ambiguous situations and leading teams (both direct and in-direct) to deliver Ability to challenge the status quo and apply a forward-thinking approach to deliver sustainable change Proven ability to collaborate across multi-disciplinary teams Ability to master multiple complex topics, make quick decisions and remain a clear thinker and communicator under pressure Successful experience in developing and retaining critical talent and building an effective team Ideally experience of managing and working in Risk/compliance or operational resilience Experience of operating at an executive level in a multinational, complex organisation Experience of building a team, leading and improving an organisation's capability High level of drive and motivation to ensure successful delivery of complex initiatives and support drive change across the business Experience preparing and presenting business reviews and strategic information at an executive level About AXA AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention. Our mission: Empower people to live a better life. Our values: Customer First, Courage, Integrity and One AXA. About the Entity AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection. AXA Partners' role is also to implement innovative solutions emerging from the AXA Innovation unit. Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters. What We Offer By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone's skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth. Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
Jun 13, 2025
Full time
We have an excellent opportunity for an experienced Head of Customer Insight & Complaint Manager to join us. This role is responsible for overseeing the evolution of customer experience at AXA Partners UK. It encompasses the production of insightful metrics, effective management of customer complaints, and the assurance of service quality standards in alignment with regulatory requirements. The ideal candidate will act as a key authority in decision-making related to customer service and adherence to product terms and conditions. You will be based in our Redhill office and work on a hybrid basis. We work a 35-hour week, Monday to Friday, 9am - 5pm. Key Responsibilities: Customer Insight Management: Produce and analyze Net Promoter Score (NPS) and other relevant customer data to benchmark the customer experience with AXA Partners UK. Develop actionable insights from customer feedback to inform strategic decisions and enhance customer satisfaction. Complaint Management: Oversee the management of customer complaints, ensuring they are handled efficiently and within regulatory frameworks. Organize and coordinate the escalation process for complaints, ensuring timely resolutions and effective communication with stakeholders. Quality Assessment: Perform comprehensive quality assessments to ensure that service standards are consistently maintained. Implement quality control measures and develop improvement plans based on assessment results. Decision Authority: Act as the ultimate authority in decision-making regarding appropriate servicing solutions and adherence to product terms and conditions. Collaborate with various departments to ensure customer service strategies align with organizational goals and regulatory obligations. Individual responsibilities/tasks/Key Result areas Customer Insight Management: Gather, analyze, and interpret data related to Net Promoter Score (NPS) and other customer satisfaction metrics. Monitor trends and changes in customer feedback over time to identify patterns and areas for improvement. Establish benchmarks for customer experience by comparing AXA Partners UK's performance against industry standards and competitors. Complaint management : Ensure the accurate and timely recording of customer complaints as they come into the organisation in line with our AXA Partners policy, procedures and FCA regulations. Own the end-to-end process for regulated complaints, including the complaints investigation handling and FOS interaction. Plan and manage workload of teams to ensure timescales and expectations are managed and prevent regulatory breaches. Provide informal advice and assistance on complaints to customers, where possible resolving without the need for formal complaints and to ensure and instil customer confidence. Own the root cause analysis process and create transparency across the business. Drive change; ensuring complaints data is easy to access, understand and used to educate teams how to analyse complaints data and provide guidance on how we can drive improvement. Work closely with the other functions, making sure that the relevant data and insights are shared in a timely manner across the organisation. Continually measure, monitor, and improve overall performance of the Complaint function, giving regular feedback to management team, and providing visibility on company level standards and metrics. Quality Assessment: Conducting Quality Assessments by evaluate services and processes to ensure they meet established quality standards and identify areas for enhancement. Identifying Improvement Opportunities: Analyze assessment results to pinpoint specific areas where quality can be improved, developing actionable recommendations. Implementing Quality Improvement Initiatives: Lead and execute initiatives aimed at enhancing quality, including recommendations on process redesigns and promote best practice adoption. Monitoring Progress: Track the effectiveness of quality improvement initiatives through regular follow-up assessments and adjustments based on performance data. Share and forster for Development: Provide awareness to staff on quality improvement methodologies and tools to foster a culture of continuous improvement. Design Authority Decision-Making Authority: Serve as the final authority on servicing solutions, ensuring decisions comply with product terms and conditions while addressing client needs effectively. Policy Adherence: Review and ensure adherence to product terms and conditions in all servicing decisions, minimizing risk and maintaining compliance with internal policies. Cross-Department Collaboration: Work collaboratively with departments such as sales, compliance, and operations to align customer service strategies with organizational objectives and regulatory requirements. Customer Service Strategy Development: Contribute to the development and refinement of customer service strategies, ensuring they are effective, efficient, and compliant with applicable regulations. Performance Monitoring: together with the insight team report on the effectiveness of servicing solutions and strategies, making adjustments as necessary to improve customer satisfaction and operational efficiency. Your Profile Demonstrable commercial acumen and experience, mainly within a B2B environment Exemplary stakeholder management skills, dealing with and influencing senior executive level managers at a global level in a matrix organisation Evidence of strategic planning, analytical and execution skills with an ability to assess and communicate priorities and drive actions and delivery through others Excellent understanding of Financial services and the full regulatory environment Ability to quickly assimilate information from disparate topics/functions and connect together to bring business conclusions or highlight risks Skilled at bringing structure and rigour to ambiguous situations and leading teams (both direct and in-direct) to deliver Ability to challenge the status quo and apply a forward-thinking approach to deliver sustainable change Proven ability to collaborate across multi-disciplinary teams Ability to master multiple complex topics, make quick decisions and remain a clear thinker and communicator under pressure Successful experience in developing and retaining critical talent and building an effective team Ideally experience of managing and working in Risk/compliance or operational resilience Experience of operating at an executive level in a multinational, complex organisation Experience of building a team, leading and improving an organisation's capability High level of drive and motivation to ensure successful delivery of complex initiatives and support drive change across the business Experience preparing and presenting business reviews and strategic information at an executive level About AXA AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention. Our mission: Empower people to live a better life. Our values: Customer First, Courage, Integrity and One AXA. About the Entity AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection. AXA Partners' role is also to implement innovative solutions emerging from the AXA Innovation unit. Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters. What We Offer By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone's skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth. Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.