We are looking for a Cost Containment Executive to join AXA Partners Travel Department in Spain. You will be accountable for supporting AXA Partners Spain, and international Travel markets including UK, Ireland, France, Spain, Belgium and, potentially, others. Also, AXA Assistance Group strategy and particularly for influencing productivity and profitability through effective monitoring, investigation and feedback of Travel activity. This will involve - at different times - 3 areas of responsibility: Fraud Investigations Closed File Review (CFR), Open File Review (OFR) and Process Audits Insurance and Client Recoveries What you'll be doing: FRAUD INVESTIGATIONS Conduct fraud investigations in accordance with current AXA methodology. The Fraud investigation process shall include: Completion of Fraud Tracker to show the process from receipt to closure Full investigation of the claim involving circumstance and scenario, previous claim history, validity of documentation, attitude of the claimant as determined by case notes and/or with one-on-one calls using Conversational Management techniques. Investigation may target one or more of the end customer, medical and non-medical providers, leisure providers, rental companies, other 3rd parties and AXA Partners staff. Identification of the need to appoint an independent investigator Identification of the potential to prove fraudulent practice and the corresponding decision in respect to viability of pursuit (taking into account cost-effectiveness and likelihood of success) Participation in an annual review of Fraud methodology to ensure that fraud control practices are up to date, relevant and useful in order to drive improvement. In addition to the Fraud Controller tasks as described above the Fraud Controller shall also be available to assist in other areas of Cost Containment. This will primarily include Recoveries and Auditor tasks, but may also include ad-hoc analysis of data related to cost containment initiatives and participation in related Cost Containment projects. Identify potential process improvements to enhance operational performance and Cost Containment AUDITING Conducting CFR and OFR Audits in accordance with the annual audit plan - plus ad-hoc audits as and when the business requires. The audit process shall include: Preparation of random and representative audit samples on differing CMS (GWCC & Liberty) Completion of a full financial and process audit from Case Opening to Financial Closure on differing markets and client products. The Auditor will also be attentive to Data Protection/GDPR Breaches, Fraud and Recoveries aswell as other Cost Containment initiatives (the use of Preferred Network Providers, the inclusion of prompt payment discounts, Flat Free agreements...) Lead leakage alignment discussions with both internal teams (Ops, Network, Medical Team) and external clients (Amex, TUI, Coverwise....) Preparation of a Final Report for each audit undertaken which shall include detailed Findings & Recommendations, a Level 3 Leakage deep-dive and a corresponding Action Plan Follow-up of the Action Plan to ensure implementation Participation in an annual review of Audit methodology to ensure that audit practices are both up to date, relevant and useful in order to drive improvement. In addition to the Auditor tasks as described above the Auditor shall also be available to assist in other areas of Cost Containment. This will primarily include Fraud and Recoveries tasks, but may also include ad-hoc analysis of data related to cost containment initiatives and participation in related Cost Containment projects. Identify potential process improvements to enhance operational performance and Cost Containment RECOVERIES Pursue all potential recoveries from the point of identification through to receipt of payment. The process shall be managed within a 'Recoveries Pipeline' which is made available to the Head of Cost Containment and which shall include full details of: Identification of the potential to recover costs in part or full. Decision of whether it is viable (in terms of both cost-effectiveness and likelihood of success) to pursue the Recovery. Pursuit of viable costs with multiple external players including other insurers, end customers, rental companies, leisure companies, National Social Security bodies... Upload payments to the relevant internal bank accounts / Report inability to recover, including detailed reasons why. Record the Recovery payments in appropriate Savings files to be shared with internal and external stakeholders Participation in an annual review of Recovery processes to ensure that the process is up to date, that learnings are taken from any failed pursuits and that the viability of future Recoveries are properly investigated. Availability to participate in an annual Recoveries forum with external players within the insurance world. In addition to the Recovery tasks as described above the Recoveries Agent shall also be available to assist in other areas of Cost Containment. This will primarily include Fraud and Auditing tasks, but may also include ad-hoc analysis of data related to cost containment initiatives and participation in related Cost Containment projects. Identify potential process improvements to enhance operational performance and Cost Containment What you'll bring: Minimum 1 year experience in front-line Travel Operations managing Assistance and/or Claims cases from Opening to Financial Closure Fluent in at least 2 of the languages used within Axa Partners Spain: Native-level English plus, one of French, Spanish and Italian other languages are also valued Strong analytical skills The ability to work in a multi-cultural and multi-lingual environment The ability to work autonomously and within strict deadlines The ability to adapt quickly to changing processes and products Excellent communication skills (written and verbal) with both internal teams (Operations, Medical Team, Network, Underwriting...) and external clients (eDreams, Coverwise...) Excellent organisational skills Other Attributes: Team player: ability to think outside of the box, for the common good Collaboration: ability to work effectively with multiple stakeholders Integrity: display high level of integrity and role model values Discretion: ability to work in a sensitive environment To apply, click on the 'apply for this job' 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, please send an email to AXA Partners Global HR Response - globalhr@partners.axa Who we are: We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters. Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)