Transformation Manager - Commercial Line Claims

Location 75-PARIS, France
Experience level Experienced Hire
Job details sector Property & Casualty Insurance
Apply before Date not available

The Transformation Manager dedicated to Commercial Line Claims defines the vision and the strategy taken into account the 3 dimensions (customer focus, loss efficiency and claims handling cost) with all the appropriate innovation. Then he will define the implementation roadmap and secures the execution of the Claims Transformation for Commercial at Group level particularly on the effective impact on operations.

Activities :

Lead the execution of the CL Claims Transformation program

  • Challenge entities in the definition and the execution of their local CL Claims Transformation roadmap regarding Group ones.  Make recommendations to the P&C board members, Chief Claims Officers, COOs and CEOs on the basics to be fixed and the new opportunities to be investigated in terms of process, organization, customer experience and performance.
  • Coordinate and secure alignment between local Underwriting, Claims, IT, HR, Distribution and Marketing teams.
  • Define, implement and control the Transformation performance indicators through dedicated tools and report status to Claims Community Committee , P&C Board and ExCom levels.
  • Make recommendations and have them validated at various Boards
  • Impulse and drive change to achieve the 2020 ambition targets.
  • Build and steer the CL Claims Transformation Leaders community, influence the definition of their job description and objectives, share knowledge and best practices.
  • Foster the recognition of the CL Claims Transformation community through various communication vehicles. Actively coordinate with other Group Transformation Programs to share practices and ensure consistency. 

Drive and Accelerate CL Claim Transformation impacting current CL target operating models and Claims management processes

·         Define and hierarchize business initiatives we should implement during the transformation journey in order to get improve return on investment. Share and validate the roadmap.

·         Contribute with specialized activites team to increase the level of maturity and efficiency on CL Claims area

·         Work with commercial line department to align interest in the CL Claims transformation

·         Contribute to Group marketing customer centricity vision exercise highlighting possible operations impacts.

·         Fulfil business definition of P&C Claim’s hallmarks. Lead the definition and the writing of business and IT guidelines if  any. Share with P&C entities and with other Lines of Business and monitor implementation follow up and status.

·         Lead multi-disciplinary workshops to challenge and educate the Claims community and their stakeholder on new approaches to move to a customer centric process.

·         Leverage operational skills to challenge entities during Strategic orientation reviews. Contribute to identify appropriate strategy, in collaboration with insurance procurement.

·         Identify and define with claims stakeholder how to impact current claims management process with external big data & telematics projects.

·         Assess the operating impacts of data in the CL claims transformation and efficiently enhance data capabilities.

·         Create a sense of urgency and leverage entities first results to accelerate deployment.

·         Build a referential of good practices for entities embarking on the Transformation journey.

·         Build the HR transformation assessment for the CL claims study team and define the relevant actions to increase the average level of maturity


Drive and accelerate the execution of the Transformation leveraging CL Claims management tools

  • Support and challenge entities during the preparation phase of the Appropriation Request (AR) submitted to the group for large Claims projects  on the CL part
  • Define and lead Business requirements and specification of the AXA Guide wire accelerators (AXA library) in order to deliver to entities available asset to speed up Claim Center implementation on the CL Claims area.
  • Support entities during their Guide wire projects for CL LoB to move quickly to innovative and automated processes.

Supervise and coordinate all CL Claims topics for entities

  • Be accountable for the coordination for the entities by supporting transversal activities such as the Strat Plan exercise, target letters, Quarterly Business Reviews or the preparation of the Strategic Dialogue with Entities top management.


  • About 10 years of experience in program, project and change management;
  • Strong Claims CL experience;
  • IT project experience ;
  • Good knowledge of market best practices, processes and organizations;
  • Functional management  

Technical skills:

·         Project and change management in an international environment;

·         Strong knowledge of P&C and CL Claims processes and related value chain. Ability to deep dive multi-line of business processes (Motor, household, fraud, BI, Recoveries, …);

·         Knowledge of IT environment in order to facilitate communication and common understanding between business and IT stakeholders;

·         Understanding of AXA’s organization and governance, good knowledge of entities local practices, environment and maturity;


Languages: Fluent in English


Managerial skills: Functional management skills in an international and non-hierarchical context

Soft skills:

·         Strategic vision ;

·         Drive to execution and results orientated;

·         Written and oral communication and presentation skills;

·         Ability to manage exposure to senior management;

·         Stakeholders management ;

·         Leadership ;

·         Influencing skills, ability to negotiate and challenge;

·         Creativity and innovation;

·         Ability to organize and drive workshop sessions and to transfer knowledge and skills;

·         Pragmatism to promote “test and learn” approach;

·         Autonomy and flexibility;

·         Smart risk taking capacity.


Please send your application to

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life?  Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.  In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

AXA, as one of the world leaders in financial protection, supports and advises its customers in three major business lines: Property & Casualty Insurance, Life & Savings and Asset Management. AXA Global P&C is a dynamic and innovative branch supporting the Group and its entities, which associates the flexibility of a human-sized structure (180 employees) and the power of an internationally-oriented organization. AXA Global P&C includes reinsurance and operational brokerage activity, as well as a cross-functional activity dedicated to the main P&C Business Lines: Retail insurance, Commercial Lines insurance and Claims handling.

The Claims & Transformation Department leads the P&C transformation with a very strong focus on Claims Transformation. The claims strategy aims at positioning claims management in a digital world targeting a better quality of service and cost control (technical costs and general expenses). The team impulses and leads business transformation projects, challenges entities on their claims management processes, identifies with them development opportunities and provides advice on their action plans. It also coordinates the implementation of international programs on transversal issues with high impact for the Group. Last but not least, the team researches market practices and new trends so as to identify innovation opportunities.


May you want to work in a dynamic and challenging environment, please don't hesitate to send your application to