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Regional Performance Manager at AXA – driving contractor performance across the UK building repair network.
Lead data‑driven reviews, enforce SLAs, and improve claims quality for a leading insurer.
About AXA:
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.
AXA UK Support Functions look after our three customer-facing business units, providing the infrastructure and expertise to make sure we can be there for our customers.
Job overview:
Join AXA UK as a Regional Network Performance Manager within the building repair and surveyor network and become the vital front-line link between AXA and our regional contractor panel. You’ll be responsible for the day-to-day management and motivation of contractors within your designated region, ensuring the consistent delivery of key targets across quality, cost control, customer satisfaction, and claims progression efficiency. Leveraging the powerful Cotality platform, you'll monitor performance, drive improvements, and foster strong relationships to support AXA’s commitment to excellence. If you're passionate about operational excellence and stakeholder management, this is an exciting opportunity to make a meaningful impact within a leading insurer.
Key responsibilities:
- Oversee regional contractors to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across claims, including scope, spend, leakage, customer service, and repair quality.
- Lead data-driven performance reviews with contractors to identify improvements and agree on action plans, supported by insights from key stakeholders.
- Enforce adherence to AXA’s pricing, scope, and leakage targets via audits and cost management.
- Manage resource capacity to ensure adequate skills and staffing for current and surge claim volumes, balancing commercial and retail needs.
- Monitor claims flow, intervening to prevent delays and ensure timely completion.
- Act as the escalation point for complex or high-profile claims, ensuring swift resolution and clear communication.
- Ensure compliance with Cotality platforms for policyholder engagement, data accuracy, and estimate submission.
- Collaborate with suppliers and internal teams to develop best practices, foster innovation, and improve claims quality and customer experience.
Work arrangements:
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.
Your skills & experience:
- Extensive experience managing external suppliers and contracts in property claims, building, or facilities management.
- Strong technical knowledge of building pathology, repair methods, and construction for residential and commercial properties.
- Proven ability to motivate partners to meet performance targets and SLAs.
- Proficiency in Xactware, Cotality, and claims management tools for performance monitoring.
- Excellent negotiation, interpersonal, and conflict resolution skills to influence contractors and communicate with stakeholders.
- Strong project management skills to deliver change under challenging conditions.
- Exceptional relationship management, including experience working with diverse cultural teams, such as Indian operations.
- Good commercial acumen with a solid understanding of claims processes, business strategy, and change management.
How to apply:
To apply, click on the ‘apply now’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to martin.eels@axa-uk.co.uk.
We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.
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Salary
From £45,000 dependent on experience