Member Escalations Manager - Complaints & Vulnerability

Accountable for the successful delivery of exceptional experiences for those customers who need our help the most - predominantly centred on those Members with complaints and in need of additional support, particularly vulnerable customers. The postholder is accountable for ensuring member complaints are identified, investigated, and resolved within regulatory timescales, achieving fair outcomes for Members.
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 40% of your week away from home, either at one of our office locations, visiting clients or attending industry events.
What you'll be doing:

Lead the operational delivery and policy for managing complaints at AXA Health and third-party entities.
Oversee service delivery for the Extra Care Team, catering to vulnerable customers and those requiring specialized support.
Develop and implement strategies to manage complaints effectively throughout the member journey.
Manage Conduct Risk, Regulatory, and internal KPIs within agreed tolerances for complaints and vulnerable customers.
Align customer service processes with the successful delivery of 'Extra Care' for specific member cohorts.
Foster a high-performance, growth-focused culture across teams and drive continuous improvement.
Ensure effective support and controls in all accountable processes.
Ensure adequate training and competence of staff involved in complaint handling and Extra Care processes.
Actively engage in internal and external committees to drive ongoing improvement and positive stakeholder relationships.
Collaborate with stakeholders to enhance member experiences through root cause analysis and drive cross-functional change.