Claims Quality Optimization
il y a 1 jour
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
-
Claims Quality Optimization
il y a 1 jour
Brussels, Belgique AXA Temps pleinAXA 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...
-
Claims Quality Optimization
il y a 1 jour
Brussels, Belgique AXA Partners Temps pleinAXA 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...
-
Claims Quality Optimization
il y a 1 jour
Brussels, Belgique AXA Temps pleinAXA 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...
-
Claims Quality Optimization
il y a 1 jour
Brussels, Belgique AXA Temps pleinAXA 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...
-
Claims Administrator
il y a 2 jours
Brussels, Belgique Hiscox Temps pleinjob description: As an international specialist insurer **HISCOX** (since 1901) is far removed from the world of mass market insurance products. Instead we are selective and focus on our key areas of expertise and strength - all of which is underpinned by a culture that encourages us to challenge convention and always look for a better way of doing...
-
Claims Technician
il y a 1 semaine
Brussels, Belgique Idex Temps pleinOur client based in Brussels is looking for a Claims Technician to join a well established insurance organisation. The main purpose of the role is to deal with the claims administration and handle the first notification of loss for claims associated with sporting accidents. You will deal with claims in a timely and professional manner and provide...
-
Claims Officer
il y a 2 semaines
Brussels, Belgique AXA Temps pleinAXA 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...
-
Claims Officer
il y a 2 jours
Brussels, Belgique AXA Partners Temps pleinAXA 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...
-
Claims Officer
il y a 2 semaines
Brussels, Belgique Allianz Partners Temps pleinThe role of a Claims Handler involves processing medical claims for clients worldwide, from Australia to Germany and Argentina to Italy, all countries are catered for. We ensure a high level of client service while processing claims within an industry leading 48 hours timeframe. The Claims Department is a very fast paced and challenging environment, with...
-
Claims Analyst, Aviation
il y a 2 jours
Brussels, Belgique AXIS Insurance Temps pleinThis is your opportunity to join AXIS Capital - a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an entrepreneurial, disciplined and ethical corporate culture. As a member of AXIS,...
-
Claims Officer Domestic
il y a 2 jours
Brussels, Belgique AXA Partners Temps pleinAXA 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...
-
Contract & Claim Manager
il y a 2 jours
Brussels, Belgique Elia Temps plein**Expertise**: Purchase **Reference ID**: 6796 Subsea cable and (offshore) installation works Project Princess Elisabeth Island - MOG 2 Function Within the Elia / 50 Hertz Group procurement organization, the "Contract & Claim Management" team is a centralized function for the management of the relationship with contractors for large investment projects...
-
Project Manager
il y a 2 semaines
Brussels, Belgique Halian Temps pleinJob Description As a Project Manager - Non-Life Insurance, you initiate and coordinate tactical projects aligned with the company's technology strategy. You design and implement features that enhance efficiency and customer experience while ensuring quality through project management methodologies and testing techniques. Missions Lead the end-to-end...
-
Claims Handler Financial Lines
il y a 2 semaines
Brussels, Belgique American International Group Temps pleinClaims Handler Financial Lines (CDD) Who we are American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and...
-
Guidewire Claims Center Business Analyst
il y a 2 semaines
Brussels, Belgique JSS ASSOCIATES Temps pleinGuidewire Claims Center Business Analyst (French or Dutch Speaking) Location: Belgium (flexible hybrid options available) My client is a leading provider of insurance solutions, dedicated to delivering innovative and transformative services to our clients in the insurance industry. With a focus on customer-centricity and cutting-edge technology, we empower...
-
Product Information Expert
il y a 3 semaines
Brussels, Belgique Nestlé Temps plein**Product Information Expert & Process Optimization Specialist - this is your mission!** This position combines expertise in product information management, process optimization, and data quality to ensure accurate and efficient data practices within the organization. As Product Information Expert & Process Optimization Specialist you have the following...
-
Quality & Project Manager (M/v/x)
il y a 3 jours
Brussels, Belgique D.A.S. Temps plein**Missie en doel van de functie**: - Onze langetermijnvisie om naar zelfsturende teams te evolueren, impliceert dat onze teams meer inbreng en verantwoordelijkheid krijgen. Dit is een proces waar volop aan gewerkt wordt en waarbij we hen ten volle willen ondersteunen en begeleiden. Om deze transitie op lange termijn mogelijk te maken, zijn wij op zoek naar...
-
Quality Control
il y a 4 jours
Brussels, Belgique Saint-Gobain Temps pleinLa mission principale consiste à entretenir et faire évoluer le système d’assurance qualité du site de Chaineux de façon à contribuer aux performances de l’entreprise sur les différents marchés Principales tâches : - Gérer et coordonner l’équipe en charge des différents contrôles, métrologie, tests et homologations des produits afin de...
-
Claims Management Analyst
il y a 4 jours
Brussels, Belgique Deminor Temps pleinTo respond to the demands of our growing team and to support our business as smoothly as possible with our increasing activities, Deminor is looking for a Talented Claims Management Analyst to join our team. The role is hugely instrumental in helping the claims management team deal with our collective high-profiles cases, which is at the heart of our...
-
Quality and Process Analyst
il y a 4 semaines
Brussels, Belgique ALD Automotive Belgium Temps pleinDescription With more than 1,750,000 vehicles, ALD Automotive Group is Europe's leading provider of leasing, fleet management and mobility solutions for businesses and individuals. The Group is present in 43 countries around the world and is part of the Société Générale Group. Since our start in 1965, 270 employees have joined our team. Our ambition?...
