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Team Leader Claims
il y a 1 mois
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.
**Reporting/working relationships**:
- Reporting to the Claims Manager
- Close collaboration with sales team and quality
**DIMENSIONS OF ROLE**
The Team Leader:
- Supervises, coordinates and coaches an Operations Domestic team in charge of providing support to customers for AXA Partners business lines.
- 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 productivity and compliance with Service Level Agreements (SLA) and company procedures.
- Monitors achievement of the team and secures that team is aware of KPI’s and SLA’s results
- Actively participates in projects (innovation, new client, transformation, )
- Motivates and communicate actively with the team.
**KEY RESPONSIBILITIES**
Manage and participate in the daily activity of the team:
- Accompany employees to manage files / cases optimally for which they are responsible
- Have oversight of activity monitoring
- Take all necessary actions to achieve the defined KPI’s and SLA’s
- Ensure the customer is at the heart of each action and decision
- Ensure that employees have the correct tools and that processes and procedures are followed
- Provide management with clear and accurate reporting of team activities
- Take “on the job” decisions in cases to ensure a proper follow up of the customer’s assistance or claim case
- In case of a high workload of the support team, assist the team by participating in operational tasks
- On request, participate in the recruitment of new employees
- Manage absenteeism
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
- Define the objectives to be achieved and clearly communicate the expectations
- Organize check-in meetings and conduct year-end reviews
- Check cases and validate payments when required
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**
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
**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.
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
