Regional Performance Manager - Building Repair & Surveyor Network

Job Description:

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 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: Manage the regional panel of contractors to ensure all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met across the entire claims lifecycle, including scope, spend, leakage, customer service, and repair quality. Conduct regular, data-driven performance review meetings with contractors to identify areas for improvement and agree on targeted action plans, supported by insights from the Performance Executive and Supply Chain Executive. Challenge contractors to adhere to AXA's pricing matrix, scope of works, and leakage control targets through active use of audit feedback and continuous cost management. Monitor and manage resource capacity within the regional panel to ensure sufficient skills and capacity are available for current and surge claim volumes, including balancing commercial and retail requirements. Proactively oversee claims flow, intervening with contractors to prevent delays or breaches of cycle time targets, and ensuring claims progress smoothly to completion. Serve as the primary escalation point for complex or high-profile claims, ensuring swift resolution, clear communication, and positive outcomes for policyholders. Enforce the use of Cotality platforms for policyholder interaction, data capture, and estimate submission, ensuring compliance and accuracy across the supply chain. Collaborate with suppliers and internal teams to develop and implement best practices, foster innovation, and continuously improve the quality and customer experience in line with AXA's claims strategy. 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 in managing external supplier performance and contracts within the property claims, building, or facilities management sectors. Strong technical knowledge of building pathology, repair methodologies, and construction practices for residential and commercial properties. Proven ability to motivate and manage external partners to meet demanding performance targets and contractual SLAs. Proficiency in Xactware, Cotality, and claims management or performance monitoring tools to guide supplier behaviour and ensure effective performance. Excellent interpersonal, negotiation, and conflict resolution skills, with the ability to influence contractors and communicate effectively with policyholders and internal stakeholders. Strong project management skills with the ability to deliver change, often under challenging circumstances, and make impactful decisions. Exceptional relationship management and networking skills, with the ability to adapt to diverse cultural management styles, including experience working with Indian business operations. Good commercial acumen, with a solid understanding of claims processes, business strategy, and operational plans, complemented by innovative thinking and effective change management experience. As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom. 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. #LI-Hybrid