Manager, North America BPO Governance & Claim Operations

This is your opportunity to join AXIS Capital – a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an entrepreneurial, disciplined and ethical corporate culture. As a member of AXIS, you join a team that is among the best in the industry.

At AXIS, we believe that we are only as strong as our people. We strive to create an inclusive and welcoming culture where employees of all backgrounds and from all walks of life feel comfortable and empowered to be themselves. This means that we bring our whole selves to work.

All qualified applicants will receive consideration for employment without regard to race, color, religion or creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin or ancestry, citizenship, physical or mental disability, age, marital status, civil union status, family or parental status, or any other characteristic protected by law. Accommodation is available upon request for candidates taking part in the selection process.

Manager, North America BPO Governance & Claim Operations

AXIS is seeking a Manager, North America BPO (Business Process Outsourcing) Governance & Claim Operations to join our Claims Shared Services team. As a direct report to the Head of BPO Governance & Operations, the successful candidate should possess the ability to lead and develop people, optimize processes, create and maintain governance materials, and drive execution to meet the operational needs of AXIS North America Claims. The role requires an individual comfortable with multiple priorities, geographically diverse teams, offshore team management, implementing change, and measuring adherence to process. They will work with all levels of the AXIS North America Claims Department, partnering with Claim Handlers, Managers, Leadership, and members of Claims Operations to support the day to day and long term operations of AXIS North America Claims.

The successful Candidate will be responsible for:

• Managing the execution of regular responsibilities of AXIS North America Claims Operations in support of AXIS’ North America Claims. This includes First Notice of Loss, Payments, Inbound and Outbound Mail, and Reporting. The Manager will consistently review performance metrics and process documents to ensure service standards are met while driving efficiency and utilization of technology.
• Primary responsibility for the management of AXIS offshore partner in their performance of North America Claims activities on behalf of AXIS. This includes regular operational checkpoints, upkeep of governance documentation, review of performance against contractual metrics, and evaluation of staffing expense. This role will look to provide the correct tools and information, as well as motivation, to AXIS’ offshore partner, allowing them to succeed and continuously improve.
• Manage an onshore Claims Operations team responsible for exception management, troubleshooting, financial controls, and varied other tasks. This role will evaluate existing processes, improve documentation, and leverage tools and technology.
• Identify opportunities for task efficiency across AXIS North America Claims Operations, through transitioning new work to AXIS’ offshore partner, streamlining/eliminating inefficient processes, and/or reducing AXIS North America Claim Handler effort in the Claim Lifecycle.
• Continuously use data to evaluate process opportunities, performance to service levels, staff utilization, and quality gaps. Regularly share standardized dashboards summarizing performance for AXIS North America Claims Leadership.
• Consistent review of the formal AXIS control environment to ensure that AXIS North America Claims Operations is adhering to control language and creating documentation required for evidence upon audit request.
• Creating relationships with key partners and stakeholders across AXIS, including Technology, Finance, Operations, and Underwriting. Utilizing connections to troubleshoot, execute on projects, and identify process opportunities to benefit AXIS across departments.
• Leadership and development of the AXIS North America Claims Operations team, providing feedback and coaching, and identifying opportunities for growth. Identify strengths and opportunities across the team, aligning personnel to responsibilities and projects to best benefit the department and the individual.
  
  
  

KEY SKILLS & ABILITIES:

• 5-7 years of P&C Commercial Insurance Operations Management, preferably with a Claims focus.
• Experience managing teams to stated deliverables across various geographies and time zones. Must have a minimum of 3 years managing outsourced vendors in an Insurance operations setting.
• Strong capabilities in process documentation, task governance, operational metric reporting and analysis, and QA program management are critical.
• Demonstrated experience in communication across various levels of an organization, including cascading strategy to employees, summarizing performance to senior leadership, or effectively demonstrating control effectiveness to internal audit.
• Experience working on cross functional teams, collaborating, actively participating, and delivering solutions.
• Strong organizational, critical thinking, problem solving, analytical, and quantitative skills including the ability to analyze and interpret financial and claims data.
• Proven prioritization skills with the ability to balance both the immediate needs with broader organizational strategies.
• The ability to issue spot and escalate issues that could present challenges to a project or the organization.
• Strong conflict resolution skills to effectively deal with people with differing expectations and viewpoints.
• Strong knowledge of and skills in use of various software and insurance platforms and systems including Bill Review systems such as Legal Exchange and claims systems as well as Word and Excel.
• College and / or advanced degree.
• Travel (domestic and international) is associated with this role.