Quality Control Department Manager

Job content

Description
The Head of Conduct & Quality at AXA Health is currently looking to strengthen and broaden the Conduct and Quality Function team. As a result, we’re seeking a talented and experienced Quality Control Department Manager to join AXA Health at this exciting time, with significant investment and digital developments planned.

The role of the Quality Control Department Manager is to be responsible for the management and oversight of the Quality Control (QC) performed in relation to a range of end-to-end customer journeys spanning sales, retention, claims, customer service and complaints. One of AXA’s key values and commitments is ‘Customer First’, which means we put the customer at the heart of everything we do, so this role is key to ensuring we deliver on our commitments whether that derives from an individual, a SME, or a large corporate customer.

This role is responsible for managing a large team of QC professionals, driving accurate and effective quality checks across the AXA Health business, striving to ensure good customer outcomes and continual improvement across the challenging and fast paced business. As an advocate of change, you will take the opportunity for seeking efficiencies and implementing the relevant improvements regarding regulatory change impacting AXA Health customer journeys and lifecycles. Excellent engagement and influencing skills at Senior Executive level will be one of the key success factors of this leadership role.

At AXA we’re adopting a Hybrid way of working, empowering our people to balance their time between home and the Tunbridge Wells and Bournemouth offices in a way that works best for them, their team and our customers.

What you’ll be doing:

• Management of the QC Team to ensure consistent assessment of sales, retention, claims, customer service and complaints ensuring assessments are completed to the correct level of detail and diligence.
• Highlighting key areas of risk to senior management, partnering with First and Second Line stakeholders to drive continual business improvement.
• Engaging with senior management in relation to First Line case appeals and providing a balanced and informed justification for decisions relating to a sometimes, subjective, and complex subject matter.
• Oversight of remedial activity proposed / executed to address any potential detriment identified resulting from QC activity and ensuring timely completion of such activity.
• Contributing to the wider conduct related agenda of AXA Health, driving a customer focused business culture through the provision of subject matter expertise to deliver effective application of robust QC.
• To provide challenge and a voice in relation to ethics, integrity, and the customer in relation to business activities.
• Partnering with the Quality Assurance (QA Check the Checker) Team, ensuring feedback in relation to QC performance is considered and where appropriate, taken forward at a QC Team level.
• Build and maintain excellent relationships at all levels, providing informed and robust challenge at a senior and executive level, to drive improvement, education and understanding in the business.
  
  

Qualifications

• Experienced insurance professional with strong knowledge of applicable FCA regulation and customer focused expectations.
• Subject matter expertise in QC (or similar control function) in the insurance sector.
• Excellent oral and written communication, planning, networking, and management skills, in a cross-functional collaborative environment.
• Ability to engage at all levels, with a passion for good customer outcomes in an ever-changing regulatory environment through targeted interventions and driving change where necessary.
• Strong ability to identify opportunities for process enhancement and efficiencies through process automation, advanced analytics, risk based sampling and similar initiatives.
• Ability to interpret complex, sometimes subjective information to effectively solve problems and present solutions.
• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Handles conflict situations effectively and diplomatically reaching amicable outcomes.
  
  

What we offer

What We Offer
One of the best things about joining AXA is our rewards package. At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Annual Base Salary - £60,000 to £80,000 based on experience
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• 28 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 3 days leave
• AXA employee discounts
• Gym benefits
  
  

AXA is proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

At AXA, we want to become one of the most inspiring companies to work for and to achieve this ambition, we need the best talent to come and work for us. We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome applications from all backgrounds. As a financial services company, all successful candidates will be subject to preemployment checks, so we can ensure regulatory compliance.

To apply, click ‘Apply Now’ and you’ll be able to upload your profile/CV from there. If you require an alternative method of applying or would like to discuss this role further, please send an email to kate.wilding@axa-uk.co.uk.



About AXA
With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.

But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.

You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.

Every large company today talks about supporting diversity and inclusion. But at AXA UK, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.

AXA Health is the UK healthcare specialist for the AXA Group.

Whatever our customers’ health goals, we help them get there. That could be getting someone physio for an injury that’s holding them back, or finding them the right specialist to take their treatment forward.

Our team are experts in their fields: from experienced cancer nurses to pioneering data analysts; from our highly respected customer service team to our wide-ranging in-house team of clinicians. We all work together to be the best we can be.