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Head of Customer Operations

Job in Shannon - Ireland
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Company: AXA
Full Time position
Listed on 2020-01-14
Job specializations:
  • Management
    International Manager, Operations Manager, Program Manager
  • Business
    General Business
Job Description & How to Apply Below
Position: Global Head of Customer Operations



Shannon, Ireland; Barcelona, Spain or Paris, France

The Role

As Global Head of CustomerOperations, you will be tasked with bringing more simplicity, consistency andincreased contribution to AXA Partners’ ambition to deliver best in classcustomer experience and be a leading cost efficient global organization. Youwill be responsible for completing a full operations model review and set out the design of a customer operations function by:

  • Adjusting the structure of our customer operations organization to raise our agility, quality of service and competitiveness, ensuring that we put our clients at the heart of our business.
  • Delayering and reducing the complexity of the customer operations organization by clarifying the roles and responsibilities and easing the decision-making process.
  • Making the customer operations a leaner, simpler and more effective organization that fosters the empowerment and responsibility of all individuals.
  • Bringing transversality and creating a structure that enables collaboration and leverages our global expertise and knowledge, whilst recognising local needs and specificities, notably in terms of interactions across functions, where relevant.
  • Engaging, growing and developing our teams, through comprehensive coaching, training and development programs to create a world class place to work.
  • Leveraging technology and data to bring the best of both worlds, digital for convenience and efficiency; and human interaction for consultancy and emotional touch.
  • Key Responsibilities
  • Define the customer operations vision and Global Target Operating Model(TOM), striking the right balance between global synergies and localspecificities.
  • Define overall customer operations strategy and operationalstandards in coordination with the COO and Heads of Business Units / BusinessLines and Distribution Regional Heads.
  • Drive and implement strategic and global operational initiatives to supportbusiness goals including having a key role in executing / making thetransformation happen within global customer operations.
  • Lead the global customer operations community, plan & monitor theday-to-day running and oversee employees’ productivity to ensure smoothdelivery of operational goals and priorities.
  • Support strategy definition and execution for RFPs and deal implementationlinked to global customer operations.
  • Define and manage AXA Partners’ overall operational dashboard and track keymetrics of service quality ensuring operational effectiveness (incl. NPS,productivity and SLAs).
  • Proactively manage and monitor the quality of customer service providedacross the global customer operations and ensure all service delivery meetscontractual and company quality standards.
  • Establish and lead a centre of excellence, with IT, for operationaleffectiveness, capability and cost optimization.
  • Responsibility for complaints management and quality assurance, ensuringcontinuous improvement of the customer journey.
  • Design and implement improvement/recovery plans and business continuityplans in coordination with Business Units, IT and Security.
  • Actively work with IT and other departments as required to develop andimplement technologies and leverage data to deliver innovation and maximise theefficiency and service quality of all operational areas.
  • Define sourcing strategy and ensure effective recruiting, on-boarding,professional development, up-skilling, performance management, and retention ofemployees (direct reports and broader global customer operations community).
  • Review financial information and adjust operational budgets to manageexpenditure carefully, ensuring efficiency targets and profitability areachieved.
  • Ensure that all processes reflect current best practice andstatutory/regulatory requirements and ensure compliance with operationalpolicies, rules and standards and taking action when necessary.
  • Qualifications
  • Degree education ideally in business, or related subject
  • 15-20 years of demonstrated solid leadership in operations and/or infinancial services
  • Knowledge of the insurance sector would be a plus.
  • Have a first-class track record of transforming business models andtechnology in an operational and strategic role within a large scalemultinational organisation
  • Deep understanding of operations and business processes including practicalexperience of how digital, automation and AI can enrich the customer experience
  • Ability to drive delivery and advance complex global programs despitepotentially adverse and changing conditions through effective governance andtargeted executive escalation in a matrix organisational set up.
  • Strong financial and analytical skills with a proven track record ofstrategically aligning financial resources with people resources, technologyand other assets to achieve desired strategic outcomes
  • Strong influential leadership behaviors to drive alignment and delivery atall levels
  • Demonstrate passion for driving customer centric change and profitablegrowth
  • Fluency in English is essential, second language is desirable.
  • About AXA

    AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.

    Our mission: Empower people to live a better life.

    Our values: Customer First, Courage, Integrity and One AXA.

    AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.

    AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.

    Our mission is to help our Corporate clients to enrich their customers’ experience, with more than 9,000 employees at their service anywhere, anytime.

    What We Offer

    By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.

    Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.

    Position Requirements
    Less than 1 Year work experience
    Note that applications are not being accepted from your jurisdiction for this job currently via this jobsite. Candidate preferences are the decision of the Employer or Recruiting Agent, and are controlled by them alone.
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