Part of AXIS Claims Shared Services, the North America Claims Performance Lead – Claims Shared Services is accountable for the design, delivery and continuous enhancement of management information, performance reporting and analytical insights for North America Claims.

The role is responsible for translating complex North America claims data into clear, actionable insights that support performance improvement, operational excellence, portfolio management and effective business decision-making. This includes delivery of consistent, decision-ready reporting to North America Claims leadership and key stakeholders including Compliance, Legal, Actuarial, Operations, Technology and Data & Analytics.

The role operates as the North America reporting lead, reporting to the Global Head of Claims Management Information & Insights while partnering closely with North America Claims leadership to ensure strong alignment with enterprise MI strategy, data governance standards, local regulatory governance, operational requirements and performance frameworks aligning with regional business requirements.

The role supports North America Claims leadership, Compliance, Actuarial and Data & Analytics to define KPIs, enhance data quality and drive continuous improvement in claims performance and reporting maturity.

Specific Responsibilities Include

North America Performance Reporting & Strategy

• Lead the design and execution of North America Claims MI and reporting aligned to enterprise standards and governance frameworks
• Develop and prioritize reporting strategies that transform raw claims data into actionable intelligence for North America Claims leadership
• Align North America reporting outputs with enterprise MI frameworks while addressing regional business and regulatory requirements
• Support the Global Head of MI in delivering a unified global claims performance narrative

Executive Influence and Decision Support (North America Focus)

• Translate complex claims datasets into concise, decision-ready insights for North America Claims leadership
• Provide forward-looking analysis including claims trends, performance indicators and emerging operational risks
• Deliver performance commentary aligned to production, portfolio management, reserving insights and underwriting cycles
• Support leadership forums with performance reporting, insights and management information

North America Performance Analytics & Operational Reporting

• Develop and maintain KPI frameworks specific to North America Claims performance
• Create and analyze management reports to identify trends, root causes and opportunities for operational improvement
• Conduct deep-dive analysis across claims performance, productivity, cycle times and portfolio outcomes
• Integrate claims data with production, financial and portfolio metrics to support strategic decision-making and business performance objectives

Governance, Data Quality and Control

• Apply enterprise MI governance standards across North America reporting
• Ensure KPI definitions, data consistency and version control align with global frameworks
• Establish appropriate oversight of data quality with clear ownership, controls and escalation processes
• Partner closely with Data & Analytics to improve data mapping, structure, accessibility and usability across North America claims datasets

Reporting Technology, Transformation and Innovation

• Partner with Data & Analytics to enhance reporting capabilities, automation and data visualization
• Leverage Power BI and other reporting tools to deliver intuitive dashboards and management information
• Support ongoing claims data and reporting transformation initiatives
• Ensure reporting solutions are scalable, sustainable and aligned with enterprise architecture and business needs

Stakeholder Collaboration and Capability Development

• Collaborate cross-functionally with Claims, Compliance, Legal, Actuarial, Operations, Technology and Data & Analytics teams
• Serve as a key interface between North America Claims and enterprise MI & Insights functions
• Design and deliver training materials, communications and enablement resources to improve reporting adoption and effectiveness
• Support Claims Shared Services initiatives that enhance service delivery, reporting maturity and operational excellence

Key North America Reporting Responsibilities

• North America Claims performance MI & insights (weekly, monthly and quarterly)
• Claims productivity and operational performance reporting
• Portfolio, production and cycle management insights
• Large loss and complex claim performance reporting
• Leadership, compliance and audit-related reporting
• KPI development, monitoring and management reporting
• Data quality, control and remediation reporting
• Contribution to enterprise claims MI outputs where North America data is required

Skills

• Proven experience within North America claims operations, preferably within a specialty or commercial insurance environment
• Strong domain knowledge of claims processes, controls and systems across the claim lifecycle
• Experience working with North America claims platforms and operational reporting tools including Duck Creek Claims, CWS, Insurance Desktop (IDT), SharePoint, Outlook and related data sources
• Advanced experience with business analytics, reporting and data visualization tools including Power BI, Excel, PowerPoint and Word
• Strong analytical capability with experience managing and interpreting large, complex datasets
• Demonstrated ability to create and deliver actionable management insights for senior leadership
• Experience developing training, communications and reporting enablement materials
• Strong stakeholder management and communication skills
• Proven ability to work effectively across cross-functional teams and influence without direct authority
• Strong organizational, critical thinking and problem-solving skills
• Ability to balance operational priorities with long-term strategic objectives
• Strong judgment with the ability to identify, escalate and manage risks and issues
• Strong interpersonal skills and ability to build trusted relationships across functions

Additional Information

• Ability to work in a hybrid environment (3 days in office)
• Some travel may be required

Locations

• Toronto
• United States (flexible by region)

AXIS is seeking a Head of North America Operations, Quality Assurance & Compliance to join our Claims Shared Services team. As a direct report to the Head of Claims Shared Services, the successful candidate will possess the ability to lead and develop people, process, governance and strategic innovation in support of North America Claims Operations, Quality Assurance and Compliance.

The successful candidate will promote a culture of continuous improvement, operational excellence, quality claims handling and regulatory compliance across North America Claims. This individual will be responsible for defining operational standards, service delivery expectations, quality assurance frameworks, compliance oversight and performance management disciplines that drive consistency, scalability and best-in-class claims support services.

The successful candidate is a results-driven leader with a proven ability to drive operational transformation, enhance claims quality, strengthen controls and governance, and improve organizational performance in partnership with North America Claims Leadership and key internal stakeholders. This role will serve as the operational owner for North America Claims Shared Services activities, ensuring operational services are executed effectively, measured appropriately and continuously improved to support business objectives and customer outcomes.

The Successful Candidate Will Be Responsible For:

•           Developing and executing the vision of North America Claims Operations, Quality Assurance & Compliance, continuously improving and enhancing operational effectiveness, quality outcomes and compliance standards across the North America Claims organization.

•           Leading and overseeing North America Claims operational support functions including First Notice of Loss (FNOL), Intake & Assignment, Financial Transactions, Claims Administration and other operational support services, ensuring efficient, scalable and well-controlled service delivery.

•           Establishing and maintaining operational procedures, workflows, service standards and governance frameworks that support consistency, regulatory adherence and operational excellence across all North America Claims support functions.

•           Collaborating with Claims Leadership and internal stakeholders to develop and implement policies, standards, controls, best practices, guidelines and workflows to promote a center of excellence within Claims Operations, Quality Assurance & Compliance.

•           Developing and implementing technical claims file review programs, manager quality reviews, operational audits and claims quality assurance processes for direct handled, delegated authority and third-party administered claims.

•           Developing and implementing quality and compliance oversight reviews of third-party administrators, delegated claims providers and service vendors to ensure adherence to service standards, contractual obligations, controls and regulatory requirements.

•           Establishing service level agreements (SLAs), key performance indicators (KPIs), quality benchmarks and operational scorecards to monitor service delivery, operational effectiveness and claims quality performance.

•           Monitoring, measuring and reporting operational, quality and compliance results, identifying opportunities for improvement and implementing corrective action plans to drive sustainable operational excellence.

•           Developing audit methodologies, questionnaires and review frameworks aligned with claims best practices and regulatory requirements, analyzing results, reporting findings and leading post-audit management action plans.

•           Monitoring, coordinating, tracking and reporting compliance-related activities, including claims licensing requirements, internal controls, regulatory obligations and other compliance initiatives impacting North America Claims.

•           Partnering with Internal Audit, Compliance, Legal and Claims Leadership to support audits, reviews, examinations and control testing activities while ensuring effective remediation and risk mitigation plans are implemented.

•           Driving innovation, process optimization and operational improvement initiatives while partnering with the Global Optimization & Transformation function to identify, prioritize and implement sustainable improvements and automation opportunities.

•           Partnering with the Global MI, Reporting & Insights function to define operational reporting requirements, quality metrics, compliance dashboards and performance management frameworks.

•           Developing and delivering monthly, quarterly and annual operational, quality assurance and compliance reporting to Claims Leadership and executive stakeholders.

•           Collaborating with Claims Leadership and related stakeholders on training initiatives, job aids, operational guidance and best practices focused on improving claims handling quality, operational execution and compliance awareness.

•           Building and maintaining strong relationships with internal stakeholders including Claims, Underwriting, Actuarial, Finance, Compliance, Legal, Data & Analytics and Executive Leadership, as well as external stakeholders including auditors, regulators, reinsurers, vendors and service providers.

Key Skills & Abilities

•           10-15 years of experience in Claims Operations, Quality Assurance and Compliance within commercial P&C insurance or reinsurance organizations operating in complex domestic and international environments.

•           Demonstrated experience leading operational excellence, quality assurance, governance, compliance and transformation initiatives with measurable business impact.

•           Strong knowledge of North America claims operations, claims controls, quality assurance methodologies, regulatory compliance requirements and operational governance frameworks.

•           Proven leadership experience establishing operational standards, quality programs, performance management disciplines and service delivery frameworks.

•           Demonstrated ability to accomplish objectives in a dynamic environment with an apt