POSITION SUMMARY Reporting to the Operations Manager the Claims Team Leader is responsible for all aspects of day to day claims handling, call center and complaints management for Operations. This role is based in León, México and will include the management of a team of 6-10 associates but this could vary in line with claims volumes growth in the assigned countries DIMENSIONS OF ROLE Reporting to the Operations for Credit & Lifestyle Protection, this role will be a key member of the operations team. As a manager, the Claims Team Leader will: Lead a Team based in LeonManage a claims and customers service team with various skillsAs it is a cross functional role, the Claims Team Leader will also have to demonstrate strong leadership competencies: Cascade and translate AXA Partners strategy into action plansDrive customer centric focus & cultureDemonstrate ability to drive changeLead team members to achieve high standards of performanceKEY RESPONSABILITIES Claims & Customer Service Management Monitor operational performance metrics & ensure compliance towards agreed KPI's of direct team reports in compliance with local regulations and AXA guidelinesOversee correct execution of new deals / amendments to existing business/processes to ensure its stabilisationResponsible to ensure that new team members complete a successful induction and are integrated smoothly into the teamHandle complaints in adherence with partner requirements and AXA standardsProvide technical support to claims associates regarding claims decisions and deal with broad & complex claims and customer service interactions, escalating as required (including potential claim Fraud)Escalate improvements opportunities in processes to enhance customer experience by increasing proficiency and improving customer satisfaction including the escalation to the CSC of required updates in Processes, procedures, WI & controlsAct as a point of reference for colleaguesDeputise and support manager as applicablePeople Management Effectively manage the performance of individuals in the team providing regular opportunities for feedback (both formal and informal) and ensure that performance management cycle is completed for each team member within set timelines to maximise their potentialConduct regular Team Meetings, containing Business and team updates, developmental opportunities and recognition of great performance/achievements. Promote two-way communication channels with an environment where all opinions countManage & support team on day-to-day performance, engagement and behavioural issues e.g. absenteeism, attrition and disciplinary process, based on AXA policies. Also responsible for the management of daily breaks, work hours and annual & sick leaves in coordination with HR and ensuring work load and capacity are not compromisedEncourage team to share knowledge and best practice as well as encourage team to think from a customer perspective. Create and support a problem solving and a "can do" attitude promoting a culture which recognises and rewards a job well doneCarry out systematic training needs analysis to identify gaps, coordinate training requirements (CSC new projects, central CLP training team for technical training/new hires & HR training for soft skills) and follow-up its delivery to ensure operations staff can develop & perform their jobs with excellence while driving a best in class customer experience. Participate in train of trainer sessions regarding amendments to existing products, new products or projects to cascade training with operations staffProvide continuous feedback to associates and jointly work with customer experience to execute action plans about opportunity areas and ways in which Customer Experience should improveCustomer Improvement Initiatives Support improvement plans aligned with Customer Operations strategic prioritiesSupport the delivery of IT enhancements to enable improved operational effectivenessRegulatory Compliance Ensure the Claims & Customer Service team meet all regulatory and compliance requirementsAction OCIF (Operational Control Framework) findings and address feedback with team members to close out failures Identify & escalate Operational Incidents as required Su Perfil Education & Experience 4-5 years of solid experience in a similar function within the insurance sector, use to manage claims or operations teamProficient in Excel & competent knowledge on the rest of the MS Office applicationsGood knowledge of insurance terminology and familiar with insurance applications and SystemsExperience in claims handling and managing teams.High degree of responsibility, analytical and able to think "out of the box"English& Spanish SpeakerEnergetic with commitment to deliverCustomer service orientated and able to work under pressure Acerca de AXA El Grupo AXA es líder mundial en seguros y gestión de activos. Protegemos y asesoramos a nuestros clientes en todas las etapas de su vida, ofreciéndoles productos y servicios que satisfacen sus necesidades en las áreas de seguros, protección personal, ahorro y gestión de activos. AXA es la primera marca de seguros del mundo, con más de 100 millones de clientes. Nos estamos transformando de pagador a socios de nuestro cliente, con un fuerte enfoque en la prevención de riesgos.Cuál es nuestra misión: Ayudar a las personas para que vivan una vida mejor. Cuáles son nuestros valores: El cliente es lo primero, el valor, la integridad y One AXA. Acerca de la Entidad AXA Partners es una unidad comercial transversal de AXA que ofrece una amplia gama de soluciones en servicios de asistencia, seguros de viaje y protección del crédito.
El papel de AXA Partners es también implementar soluciones innovadoras que surgen de la unidad AXA Innovation.
AXA Partners actúa para el progreso humano combinando pasión con experiencia, protegiendo lo que importa, cuando importa.
Qué ofrecemos Al unirte a AXA Partners, trabajarás en una empresa responsable, que ofrece una verdadera cultura de conocimiento y diversidad. Nuestro objetivo es desarrollar las competencias de todos, ofreciendo al mismo tiempo una remuneración atractiva y competitiva, con oportunidades de desarrollo y crecimiento profesional. Además, en AXA trabajamos para marcar una diferencia real en las personas, cuando suceden cosas increíbles y cuando creamos oportunidades para una vida mejor, el sentimiento de orgullo es extraordinario
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