Claims Operations Manager (Motor Engineering)

AXA • Haverhill, MA

13d • Hybrid

About The Position

We're seeking a Leader to inspire, develop, and motivate a high-performing team while driving operational excellence in a fast-evolving insurance landscape. In this pivotal role, you'll sit at the core of our claims journey, shaping how we deliver on our promise: fast, accurate, and excellent service to every customer. You'll navigate a changing market where customers demand trust, transparency, speed, and efficiency—championing the integration of new technology, embracing data-driven decision-making, and ensuring your team captures the accurate information that powers success across AXA Claims and beyond.

Requirements

• Motor Engineering Expertise – Specific technical skills and proven experience across repair, total loss, and all engineering activities.
• Proven Leadership Track Record – Experience leading and motivating multiple teams in target-driven, fast-paced environments (contact centre, retail, or financial services preferred).
• Motor Claims Expertise – Preferably within an engineering function, delivering great customer service.
• Commercial Acumen – Understand business environment, distribution, and strategy; translate these into effective local operational plans.
• Change & Continuous Improvement – Demonstrate change management expertise, resource organisation skills, and drive for operational excellence.
• Insurance & Compliance Knowledge – Working knowledge of insurance principles, products, policies, claims procedures, and relevant legislation.
• Dynamic Leadership & People Skills – Strong motivational qualities, excellent interpersonal skills, and proven people management capability.
• Developer of Talent – Build frameworks that support competence development and empowerment across your operation and the wider claims arena.
• Relationship Builder – Develop and maintain strong internal and external relationships that drive positive outcomes for customers and the business.
• Excellent Communicator – Strong report writing, presentation, and engagement skills across all levels.
• Eligible and authorised to work in the United Kingdom.
• Subject to background screening every 4 years with an annual declaration in interim years due to Insurance Distribution Directive (IDD) role.

Responsibilities

• Drive Strategic Alignment – Understand AXA's Claims and Business Unit Strategy, develop strategic input into local plans, and ensure your team's objectives and KPIs deliver successfully.
• Balance Performance & Outcomes – Manage financial and people resources effectively to deliver targeted results that control claims expense while maintaining excellent customer outcomes.
• Establish Best Practice – Define and embed best practice standards in Engineering both internally and with external Supplier Partners.
• Lead & Develop People – Manage, motivate, coach, and develop your team while role-modelling a goal-focused culture that reinforces AXA's brand values.
• Control Spend & Drive Performance – Monitor and control claims spend and leakage within agreed levels, directly influencing bottom-line performance.
• Drive Organisational Change – Collaborate across claims to implement and drive change initiatives, ensuring full consideration of budget, resource, and control impacts.
• Build Continuous Improvement – Utilise staff and customer feedback to work with peers and partners, creating a culture that enhances operational processes and capability.
• Manage Risk Proactively – Identify and manage emerging risks, prevent problems, and implement robust tracking mechanisms for improvement plans within agreed timeframes.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed