Job Description

We are currently recruiting for an exciting new role as Head of Travel Insurance her at AXA Partners. This role is responsible for leading the travel insurance claims services, ensuring that clients receive timely and effective reimbursement post travels 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 Travel contact centres, and also be responsible for the hub performance across Barcelona and Mexico, 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. We work a 35 hour week, Monday to Friday 9am - 5pm.

What you'll be doing:

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Operational Oversight:

Oversee the day-to-day operations of the travel insurance 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

Leadership and Management:

Lead and manage the medical assistance 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 travel insurance department. Analyse best practices and client needs to identify opportunities for service improvement and high standard for claims management.

Client Relationship Management:

Serve as the primary point of contact for key partners, clients, addressing inquiries and resolving issues related to travel insurance 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:

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:

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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)