Head of North America Programs Claims

AXIS (AXIS Capital)•Short Hills, NJ

1d•Hybrid

About The Position

AXIS is seeking a Head of TPA & Programs Claims to join our North America Claims team. This role reports to the Head of North America Property & Program Claims and is responsible for leading and developing a sophisticated team of managers and claim professionals. The candidate will manage a wide variety of Programs Claims across all lines of business. This role serves as the single point of contact for all TPA and direct handled Programs claims, assists to execute underwriting objectives, supports underwriting inquiries and information requests regarding policy construction and drafting, and reports claim trends, data analysis, and risk assessments. The role is also responsible for leading and developing a team that manages direct claims (active and runoff), Third-Party Administrator (TPA) handled claims (active and runoff), collaborates with the Head of Specialty Complex Claims on retention of coverage counsel and coverage disputes, and builds key relationships with internal and external stakeholders. The role also collaborates with Claims Quality Assurance and Compliance to implement reviews of vendor resources and manage audits. Coordination with Global Head of Claims Third Party Management and Claims Shared Services is essential for delivering best-in-class TPA handled claims. This includes managing costs, improving operations, and developing TPA and vendor panels. The role assists with the coordination and oversight of TPA relationships throughout onboarding, offboarding, and run-off, including due diligence, contract review, negotiation, and performance tracking. It also involves formulating claims and litigation strategies, assigning and managing outside counsel, and providing strategic direction to Programs Claims teams. Collaboration across disciplines and business units, including the general counsel team, is expected. The role identifies liability and coverage trends and issues, formulates strategies for handling such claims, and ensures accurate and consistent claims management. It also provides ongoing coaching and mentorship to direct reports, delivers performance feedback, and supports employee development, working collaboratively with HR. Recruiting, hiring, retention of top talent, and development of succession plans are also key responsibilities. Extensive communication with senior executives, brokers, reinsurers, actuaries, insureds, and auditors is required.

Requirements

Trusted claims leader with deep expertise in commercial insurance, including Programs and TPA‑managed, delegated authority portfolios, operating with strong risk discipline and accountability.
Enterprise mindset with a strong understanding of program structures, underwriting intent, pricing assumptions, and the interconnected impact of claims outcomes on portfolio performance.
Demonstrated ability to apply policy language and coverage intent consistently, balancing technical rigor with commercial judgment.
Proven leader in overseeing and influencing Third‑Party Administrators through governance, authority frameworks, and performance management—without direct reporting lines.
Data‑driven decision‑maker who translates claims trends and portfolio analytics into actionable insights that inform underwriting strategy and risk selection.
Collaborative business partner to underwriting, actuarial, legal, and compliance leadership, contributing meaningfully to program review, renewal, and new program approval decisions.
Sound judgment and confidence in managing complex, high‑severity, or escalated claims across jurisdictions, with a focus on severity control and outcomes.
Clear, executive‑level communicator who distills complex claims, litigation, arbitration, and trial developments into concise, decision‑ready summaries.
Self‑directed leader who thrives in a fast‑paced, portfolio‑driven environment, setting priorities effectively and driving execution with limited oversight.
Visible representative of AXIS with the credibility to engage brokers, clients, TPAs, and internal teams, including willingness to travel to support relationships and outcomes.
In-depth knowledge of claims, litigation, arbitration, and trial processes as well as excellent analytical, investigative, and negotiating skills
Understanding of and ability to balance both the immediate claim issues as well as the broader portfolio impact and customer service impact of coverage disputes and issues
Excellent oral and written communication skills with the ability to deal effectively with people with conflicting expectations, differing opinions, and multiple viewpoints
Demonstrated ability and experience handling casualty claims involving a wide variety of loss scenarios as well as reporting and presenting about same to senior management
Bachelor’s degree required

Nice To Haves

professional designations (e.g., CPCU, AIC) or advanced degree preferred
Law Degree and admission in good standing to one of the fifty state bars or educational equivalent a plus

Responsibilities

Direct management of claims – both active and runoff -including the investigation, analysis and evaluation of coverage liability and damages, within best practices
Direct management of Third-Party Administrator (TPA) handled claims - both active and runoff- including the investigation, analysis and evaluation of coverage liability and damages, within best practices
Close collaboration with the Head of Specialty Complex Claims regarding retention of coverage counsel, coverage disputes, including litigation and arbitration matters initiated by Axis issuing companies and when Axis issuing companies are parties to such litigation
Build and maintain key relationships with internal stakeholders (e.g., peers, Underwriting, Actuarial, various executive management leaders) and external stakeholders (e.g., brokers, insureds, attorneys, auditors, reinsurers, and vendors)
Collaborating and coordinating with Claims Quality Assurance and Compliance to: Implement appropriate quality and compliance reviews of vendor resources for TPA vendors and ensure quality and appropriate claims service results.
Manage AXIS and TPA claims teams with respect to audits and post-audit Management Action Plans (MAP).
Coordination with Global Head of Claims Third Party Management, Claims Shared Services to deliver best in class TPA handled claims over all lines of business in North America including but not limited to: Manage costs, continuously improving operations, development and enhancement of the TPA and vendor panels
Assist with coordination and oversight of TPA relationships throughout onboarding, offboarding, and run‑off, including due diligence, contract review, negotiation, and performance tracking in collaboration with key stakeholders
Formulating claims and litigation strategies, assigning, directing, and managing outside counsel
Providing strategic direction to the Programs Claims teams including review of requests for retention of counsel assignments and review of escalation requests for coverage counsel to the Head of Specialty Complex and Specialty Complex team for approval
Collaborating across disciplines and business units, including: the general counsel team overseeing errors and omissions issues arising from claims handling
Identifying, liability and coverage trends and issues with both individual and portfolio impact and formulating the processes and strategies for handling such claims as well as ensuring accurate and consistent claims management across impacted underwriting segments and lines of business.
Provides ongoing coaching and mentorship to direct reports, delivers regular performance feedback, and supports employee development for broader roles and career growth, working collaboratively with HR Business Partner support and guidance.
Recruiting, hiring and retention of top talent and development of appropriate succession plans
Extensive communication with senior executives, brokers, reinsurers, actuaries, insureds, and auditors (both external and internal)
Serve as the primary claims contact for North America Programs underwriting, acting as the central coordination point for all TPA handled and direct handled Program claims.
Oversee TPA performance, including onboarding, authority compliance, service standards, reporting quality, and escalation management.
Support execution of underwriting objectives by ensuring claims practices align with program design, risk appetite, and pricing assumptions.
Partner with Underwriting to respond to underwriting inquiries, including: Loss history and claims trends, Coverage intent and claim implications of policy construction, Claims informed risk considerations supporting program review, renewal, and new program approval
Provide subject matter support related to policy construction, drafting considerations, and coverage interpretation, in collaboration with Legal and Underwriting.
Develop and deliver claims trend reporting, portfolio analytics, and risk assessments to underwriting and senior leadership.
Identify emerging loss drivers, systemic issues, and reserve or severity concerns impacting Program performance.
Support program governance forums, audits, and committee reviews with claims insights and recommendations.
Lead complex claim escalations and issues management, ensuring timely resolution and appropriate stakeholder communication.
Collaborate with Compliance and Legal to ensure claims handling adheres to regulatory requirements, contractual obligations, and internal standards.
Contribute to continuous improvement initiatives across claims operations, data quality, and TPA oversight models.
Demonstrate the Axis behaviors that support and align with Axis values: People, Decisiveness, Excellence and Stronger Together