AXA

About AXA

The Role As Global Head of Customer Operations, you will be tasked with bringing more simplicity, consistency and increased contribution to AXA Partners’ ambition to deliver best in class customer experience and be a leading cost efficient global organization. You will be responsibility for completing a full organization operating model design review of the global customer operations function by: Adjusting the structure of our global 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 global customer operations organization by clarifying the roles and responsibilities and easing the decision-making process. Making the global 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. 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 best of both worlds, digital for convenience and efficiency; and human interaction for consultancy and emotional touch. Key Responsibilities Define the global customer operations vision and Target Operating Model (TOM), striking the right balance between global synergies and local specificities. Define overall global customer operations strategy and operational standards in coordination with the COO and Heads of Business Units / Business Lines and Head of Geographies. Drive and implement strategic and global operational initiatives to support business goals including having a key role in executing / making the transformation happen within global customer operations. Lead the global customer operations community, plan & monitor the day-to-day running and oversee employees’ productivity to ensure smooth delivery of operational goals and priorities. Support strategy definition and execution for RFPs and deal implementation linked to global customer operations. Define and manage AXA Partners’ overall operational dashboard and track key metrics of service quality ensuring operational effectiveness (incl. NPS, productivity and SLAs). Proactively manage and monitor the quality of customer service provided across the global customer operations and ensure all service delivery meets contractual and company quality standards. Establish and lead a centre of excellence, with IT, for operational effectiveness, capability and cost optimization. Responsibility for complaints management and quality assurance, ensuring continuous improvement of the customer journey. Design and implement improvement/recovery plans and business continuity plans in coordination with Business Units, IT and Security. Actively work with IT and other departments as required to develop and implement technologies and leverage data to deliver innovation and maximise the efficiency and service quality of all operational areas. Define sourcing strategy and ensure effective recruiting, on-boarding, professional development, up-skilling, performance management, and retention of employees (direct reports and broader global customer operations community). Review financial information and adjust operational budgets to manage expenditure carefully, ensuring efficiency targets and profitability are achieved. Ensure that all processes reflect current best practice and statutory/regulatory requirements and ensure compliance with operational policies, rules and standards and taking action when necessary. Calificaciones Degree education ideally in business, or related subject 15-20 years of demonstrated distinctive leadership in operations and/or in financial services Knowledge of the insurance sector would be a plus. Have a first-class track record of transforming business models and technology in an operational and strategic role within a large scale multinational organisation Deep understanding of operations and business processes including practical experience of how digital, automation and AI can enrich the customer experience Ability to drive delivery and advance complex global programs despite potentially adverse and changing conditions through effective governance and targeted executive escalation in a matrix organisational set up. Strong financial and analytical skills with a proven track record of strategically aligning financial resources with people resources, technology and other assets to achieve desired strategic outcomes Strong influential leadership behaviors to drive alignment and delivery at all levels Demonstrate passion for driving customer centric change and profitable growth Fluency in English is essential, second language is desirable. Acerca de AXA El Grupo AXA es líder mundial en seguros y gestión de activos. Protegemos y asesoramos a nuestros clientes en todas las etapas de su vida, ofreciéndoles productos y servicios que satisfacen sus necesidades en las áreas de seguros, protección personal, ahorro y gestión de activos. AXA es la primera marca de seguros del mundo, con más de 100 millones de clientes. Nos estamos transformando de pagador a socios de nuestro cliente, con un fuerte enfoque en la prevención de riesgos. Cuál es nuestra misión: Ayudar a las personas para que vivan una vida mejor. Cuáles son nuestros valores: El cliente es lo primero, el valor, la integridad y One AXA. AXA Partners es una unidad comercial transversal de AXA que ofrece una amplia gama de soluciones en servicios de asistencia, seguros de viaje y protección del crédito. El papel de AXA Partners es también implementar soluciones innovadoras que surgen de la unidad AXA Innovation. Nuestra misión es ayudar a nuestros clientes corporativos a enriquecer la experiencia de sus clientes, con más de 9000 empleados a su servicio en cualquier parte y en cualquier momento. Qué ofrecemos Al unirte a AXA Partners, trabajarás en una empresa responsable, que ofrece una verdadera cultura de conocimiento y diversidad. Nuestro objetivo es desarrollar las competencias de todos, ofreciendo al mismo tiempo una remuneración atractiva y competitiva, con oportunidades de desarrollo y crecimiento profesional. Además, en AXA trabajamos para marcar una diferencia real en las personas, cuando suceden cosas increíbles y cuando creamos oportunidades para una vida mejor, el sentimiento de orgullo es extraordinario

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Company Info

Legal Form: SpA

Company Type: Private

Company Size: 5001 - 10000

Revenue: 0.1 - 1 billion (PLN)

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Job Ads per Month: 1060.3

Hiring Locations: 399

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