AXA

Head of Fraud and Complaints F/M (2400031Y)

Primary Location

: FRANCE-92-HAUTS-DE-SEINE-MALAKOFF

Other Locations

: FRANCE-31-HAUTE-GARONNE-BALMA, IRELAND-CLARE-SHANNON

Organization

: AXA Partners - AP Credit Life Protection

Contract Type

: Regular

Shift

: Day Job

Schedule

: Full-time 

Description

The Fraud and Claims Manager will have a cross-functional role across operations and geographies, working with local representatives to provide guidance and support on complex and sensitive cases or, escalate sensitive cases to management as directed. He/she will work collaboratively with various teams (IT, Operational Excellence, Data Analysis) to improve management and evolve tools, as well as with non-operational functions (legal, compliance, internal control) as required.

Reporting to the Operations Department, and to the Head of Cost Effectiveness, Data Analytics and Governance, your main responsibilities will be as follows:

1) On the Fraud side:

• Carry out a fraud risk assessment, identifying the main areas at risk
• Lead the improvement of TIA (premium and claims management tool) and reporting to strengthen fraud detection.
• Facilitate, where necessary, collaboration with local anti-fraud bodies
• Monitor and support Operations Centers on fraud cases
• Explore, implement and manage IT projects with external suppliers concerning fraud detection.

2) On the Claims side:

• Monitor claims volumes, trends and KPIs, and work with Operational Centers on in-depth analysis where necessary.
• Ensure a robust process is in place to manage and escalate sensitive claims to management as directed
• Promote the improvement of TIA, procedures and reporting to ensure smooth and standardized claims management
• Ensure and coordinate the organization of the Ex-Gratia Committee.

3) Concerning Fraud & Claims:

• Ensure that CLP Operations comply with AXA standards and guidelines and meet regulatory requirements.
• Set up adequate reporting to share with relevant stakeholders and regulators
• Facilitate/mobilize local anti-fraud and claims management communities within Operational Centers by providing support and sharing learnings
• liaise with the Training team to organize anti-fraud and claims management training and procedures, as well as a fraud awareness program
• Update anti-fraud, claims management and litigation guidelines, as well as SCALA controls as required.
• Represent CLP on fraud and claims issues (Risk Committee, AXA Partners Committee, Sensitive Cases Committees, Internal Control, Audits)
• Support the TPA Management pillar in matters related to fraud and claims...

Qualifications

Education and experience

• Proven experience (at least 10 years) at a management level in operations within an insurance company or broker is essential, with solid experience in claims management and the fight against fraud.
• Master's degree in business administration, engineering, actuarial science or underwriting
• Good knowledge of credit and lifestyle insurance in France, as well as foreign markets, is a plus
• Fluency in English and French (spoken and written)

Skills 

• Excellent analytical and numerical skills
• Ability and confidence to challenge current processes and promote continuous improvement
• Excellent presentation and communication skills (oral and written) and ability to interact at all levels
• Experience in federating a community of experts in an international, multi-site environment
• Strong sense of customer service
• Rigor, attention to detail, strong decision-making skills
• Responsiveness and results orientation
• Proficiency in MS Office applications

AXA Partners is committed to diversity and inclusion, on an equal basis. 

Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract). Learn more about the Reforest Program here

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About AXA AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.

Our mission: Empower people to live a better life.

Our values: Customer First, Courage, Integrity and One AXA.

AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.

AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.

Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.

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.

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