Operation Services Expert

Exciting Opportunity: Expert Insurance Handler - Credit and Lifestyle Protection
Are you ready to elevate your career? We are seeking a dedicated
Operations Service Expert
(Claims Handling Expert) for the
Credit and Lifestyle Protection
department
to ensure exceptional service delivery and maintain high standards in our operational processes. This is your chance to become a key player in our team, focusing on local controls, data quality, and documentation of procedures, while collaborating with internal stakeholders to provide effective solutions

In this role, you will act as a subject matter expert and the main contact for operational BAU requests, working closely with the Operations Manager and Claims Associates. Your leadership and technical competencies will be pivotal in driving continuous improvements and managing operational projects that enhance our service delivery.

Key Responsibilities

• Subject Matter Expert

• Write and maintain operational procedures (approved by OM)

• Deliver Trainings to new resources
• Act as Ops Data Steward
• Support local IT activities, if needed
• Support Customer Experience team's tasks, if needed (like listening the Associates weekly calls)
• Support on external/internal reporting, if needed
• Process Claims, if needed
• Show high competence in Insurance related information (like monitoring the correctness of Term's and Condition's and processes) and ability to action accordingly.
• Attend client meetings when required by OM
• Leverage team expertise to provide continuous support in product development & processes design
• Act as a subject matter expert representing Operations in collaboration with the other functions as well as selling the operational service as a value-add
• Manage Operation Incident with support of local OM or other stakeholders

• Act as deputy for the OM as required to:

• Organise and manage daily work distribution of associates including arranging launch shifts, leave requests, meeting organisations and aux controls.

• Ensure efficient management of Daily Incoming Work & Phone SLAs.
• Forecast staffing requirements, identify and resolve all issues effectively to allocate resources based on claims team needs or any other external resilience activities when applicable.

Complaints and Fraud activities

• Manage Complaints/Litigation and related activities (regulator reporting, Letters, contact with Lawyers internal/externals, etc)
• Participate to Monthly CCC calls
• Assure the anti Fraud activities continuity

Support the Value Proposition

• Develop controls effectively and identify improvements and/or new controls for new deals in collaboration with the Deployment Team
• Actively participate on business requirements documentation in collaboration with deployment team or other x-functional members

Customer Improvement Initiatives

• Follow up operational processes implementation up to its stabilisation & recommend improvements in processes exploring tools in order to improve customer experience by increasing efficiency.
• Support/action owner on Operational Incidents, local SPT support.

Regulatory Compliance

• Monitor BAU operation to develop improvements and perform Failure Mode & Effects Analysis (FMEA) on regular basis once requested and alert required parties if any possible risk in compliance with regulatory policies and procedures, policy terms and conditions and current relevant legislation and regulations
• Work in compliance with regulatory policies and procedures, policy terms and conditions and current relevant legislation and regulations

You Are Perfect For This Role If You Have

• 3 years of solid experience in an claims handling function within the insurance sector
• Experience or education in insurance, finance related, health industry or social sector
• Desirable experience in handling life, disability, unemployment and personal insurance claims.
• Fluent in at least one local language and business proficiency in English is a must
• High degree of responsibility, analytical and able to think "out of the box"
• Strong MS office competence (Outlook, word & excel)
• Good knowledge around GDPR, AML, OPS guidelines & procedures
• High standards of accuracy
• Strong communications skills (verbal & in writing)

Join us at our headquarters in Madrid and embark on an exciting journey to enhance the AXA Group's operational excellence Your contributions will be vital to our collective success.

Who We Are
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)