Claims Quality Optimization
il y a 3 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
- #LI-BE
**Votre Profil**
SKILLS AND EXPERIENCE
Managerial skills
- Transformation & execution leadership (Level 3)
- Empowering team members (Level 4)
Behavioural skills
- Decision & execution (Level 3)
- Influence & conciliation (Level 3)
- Customer centricity (Level 4)
- Listening & communicating (Level 4)
- Empathy (Level 4)
Technical skills
- 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
LI-BE
**A propos d'AXA**
Le Groupe AXA est un leader mondial de l’assurance et de la gestion d’actifs, avec 160 000 collaborateurs au service de 105 millions de clients dans 62 pays.
Nous protégeons et conseillons nos clients à chaque étape de leur vie, en proposant des produits et services qui répondent à leurs besoins dans les domaines de l'assurance, de la prévoyance, de l'épargne et de la gestion des actifs.
Notre mission: Donner à chacun les moyens de vivre une vie meilleure.
Nos valeurs: Customer first, Intégrité, Courage et One AXA
**A propos de notre entité**
AXA Partners est une BU transversale d’AXA qui propose une large gamme de solutions en matière de services d’assistance, d’assurance voyage et de couverture de crédit.
Le rôle d’AXA Partners est aussi de mettre en œuvre des solutions innovantes issues de l’unité AXA Innovation.
Conjuguant passion et expertises de pointe, nous concevons et déployons des solutions à l'échelle mondiale pour nos partenaires, leurs clients et leurs collaborateurs, pour protéger ce qui compte dans les moments i
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