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About the Role

The North America Claims Performance Lead – Claims Shared Services is accountable for designing, delivering, and enhancing management information, performance reporting, and analytical insights for North America Claims. This role translates complex claims data into actionable insights to support performance improvement, operational excellence, portfolio management, and business decision-making.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Manage North America Claims performance MI & insights (weekly, monthly and quarterly).
• Manage claims productivity and operational performance reporting.
• Manage portfolio, production and cycle management insights.
• Manage large loss and complex claim performance reporting.
• Manage leadership, compliance and audit-related reporting.
• Manage KPI development, monitoring and management reporting.
• Manage data quality, control and remediation reporting.
• Contribute to enterprise claims MI outputs where North America data is required.

Requirements

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

Skills

• North America claims operations
• Specialty or commercial insurance
• Claims processes, controls, and systems
• Duck Creek Claims
• CWS
• Insurance Desktop (IDT)
• SharePoint
• Outlook
• Power BI
• Excel
• PowerPoint
• Word
• Business analytics
• Reporting
• Data visualization
• Stakeholder management
• Cross-functional collaboration
• Organizational skills
• Critical thinking
• Problem-solving
• Judgment
• Interpersonal skills
• Relationship building

Location

• Toronto
• United States (flexible by region)

Work Type

• Hybrid

Experience Level

• 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.
• 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 aptitude for analyzing data and making practical, forward-looking decisions that drive results.
• Proven prioritization and change management skills with the ability to balance immediate operational needs with long-term organizational objectives.
• Strong conflict resolution skills and the ability to effectively partner with individuals across varying functions, priorities and perspectives.
• Experience preparing business cases, operational assessments and cost-benefit analyses supporting strategic initiatives and stakeholder decision making.

Education Level

• College and/or advanced degree required
• JD designation considered an asset

Salary/Compensations

• Base salary in the range of X to Y (NY), [X to Y (GA), X to Y (CA)]
• Competitive target incentive compensation
• Awards based on overall corporate and individual performance

Benefits

• Comprehensive and competitive benefits package
• Medical plans for you and your family
• Health and wellness programs
• Retirement plans
• Tuition reimbursement
• Paid vacation

About the Company

• AXIS Capital is a trusted global provider of specialty lines insurance and reinsurance.
• We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders.
• We proudly maintain an entrepreneurial, disciplined and ethical corporate culture.
• As a member of AXIS, you join a team that is among the best in the industry.
• At AXIS, we believe that we are only as strong as our people.
• We strive to create an inclusive and welcoming culture where employees of all backgrounds and from all walks of life feel comfortable and empowered to be themselves.
• This means that we bring our whole selves to work.

Equal Opportunity

• All qualified applicants will receive consideration for employment without regard to any protected characteristic, including age, color, disability, ethnicity, gender identity, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, veteran status, or any basis prohibited by the laws that govern its operations.