Claims Quality Optimization
il y a 2 semaines
AXA Partners is AXA's global entity dedicated to co-building and distributing with partners simple, customer-centric and innovative solutions that combine insurance, assistance and other value-added services.
As an integral part of the Group Innovation unit, AXA Partners also plays a key role in the deployment of disruptive solutions emerging from this innovation ecosystem.
The combination of both missions positions AXA Partners today as a key pillar of AXA's Payer-to-Partner strategy.With the support of operating units established in 39 countries, our more than 9,000 employees are at the service of our customers anywhere, anytime.
In 2017, AXA Partners' revenues reached €3.2 billion.DIMENSIONS OF ROLE
The claims quality optimization & reporting expert:
- Ensures the team delivers customer excellence whilst contributing to employees' professional development and ensure team's technical and commercial excellence is in line with AXA Partners strategy & commitments.
- Ensures optimal quality with Service Level Agreements (SLA) and company procedures.
- Actively participates in projects (innovation, new client, transformation )
- Motivates and coach actively the whole claims team
KEY RESPONSIBILITIES
Manage and participate in the daily activity of the team:
- Analyze a sample of claims domestic & non domestic, frontline & call quality monitoring using a predefined grid of quality criteria to ensure we are compliant with contractual procedures and quality standards
- Define action plans based on the quality assessment and onboard claims officers and frontline agents for the implementation of the action plans
- Collaborate with the Team Leaders and Product Trainer for the identification and implementation of new procedures that are addressing dysfunctionalities
- Conduct training evaluations at content & didactic level
- Collaborate with internal and external stakeholders to develop next and innovative training packages
- Attend the Product Launch Committee meetings to launch or adapt existing products
- Develop a welcome path for newcomers in collaboration with HR
- Analyze the level of available and needed competences among all Claims Officers & Customer Care agents
- Define training needs based on dysfunctionality analysis conducted by the Team Leaders & Product Trainer
- Plan in collaboration with the Team Leaders all training and coaching sessions
- Prepare all practical aspects of quality training.
Act as a coach:
coordinate, support and motivate team members:
- Create a stimulating work environment by promoting open communication
- Ensure and improve employee engagement and customer experience
- Animate, follow and accompany the employees individually and collectively
- Accompany employees' skills development: ensure that key competencies are present within the team to provide excellent service to the client
- Maintain an updated technical knowledge (products, processes, tools ) within the team
- Give regular feedback and conduct regular coaching meetings
Participate in activity evolution and improvement:
- Be a change agent
- Help employees to improve their relationship with customers through the different channels (phone, mail,...) and the files / cases handled by the employees
- Promote a change and continuous improvement mindset within the team
Your Profile
SKILLS AND EXPERIENCE
Managerial skills
- Transformation & execution leadership (Level 3)
- Empowering team members (Level 4)
- Decision & execution (Level 3)
- Influence & conciliation (Level 3)
- Customer centricity (Level 4)
- Listening & communicating (Level 4)
- Empathy (Level 4)
- Assistance knowledge (Level 4)
- Coaching (Level 4)
- Customer needs analysis (Level 4)
- Performance tracking (Level 4)
- Analytical reasoning (Level 2)
- Experience in Assistance and in Claims is a plus
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.
About the Entity
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.
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
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