POSITION DETAILS

Position Title: Head of Operations & Network (non-medical)

Department: Operations

Reporting Line : COO AXA Partners

Location: One of our major Operations centers in Europe (Paris, Redhill, Barcelona)

Role Type: Permanent

POSITION SUMMARY

The Head of Operations & Networks is responsible for steering operational and network excellence journey at AXA Partners across all local non-medical Operations & Networks in a decentralised model, striving for Quality of Service (QoS) and efficiency, simplification and standardization (towards ‘one way of doing business’) across the AXA Partners footprint. While medical operations and Credit & Lifestyle Protection (CLP) are separately managed due to the specific nature of their operations, it is expected to cross fertilize applicable practices to medical operations and CLP as well.

In addition to a solid track record in managing call centres and networks, the position requires strong leadership skills (in particular vision, structure and influencing skills) to embark the local Operations & Networks teams reporting to the countries in steering the journey, while collaborating with other Central teams (Transformation, Customer & Innovation, HR).

The position includes the direct management of a central team (< 20 people) including the Central Travel International Operations team responsible for travel in Freedom of Service (FoS) servicing procurement cycle (including compliance oversight), a Network team, and Operational Excellence professionals.

KEY RESPONSIBILITIES

Operational processes

Building upon the global assets trajectory and governance initiated for each of the Assistance verticals (Motor, Home, Health, Travel – general enquiries, assistance, claims, provider management, provider payment) and for transversal business processes such as Forecasting and Workforce Management, in strong collaboration with the Central Transformation team and the local teams

• Define standard industrialized operational processes (full design, reengineering or continuous improvement depending on the maturity of each global asset deployment) compliant with any standard rule or guideline, promoting digital first and standardized and simplified T&C
• Support local teams in implementing and adopting industrialized processes minimizing deviations required to match local market specifics (full roll-out, deal implementation, or continuous improvement depending on the maturity of each global asset deployment).

Regarding the above 2 points

• The Global Product Owners of end-to-end business processes per vertical are hosted within the Transformation Factory, but coached by Operations & Networks for business acumen (in target, they report to Operations & Networks management)
• The Global Product Owner set-up for transversal business processes must be put in place within Operations & Networks.

• Shape Operational Excellence KPI framework to steer Operational Excellence and performance management (full design or continuous improvement depending on the maturity of each global asset deployment) and monitor progress.

Operations footprint

• With the local Heads of Operations in the main geographies
• Co-build the operations footprint target and plan to reach the target – per business process, per product, striving for the good balance between QoS and efficiency (minimum critical size, sourcing, multi-skilling, consolidation – day shifts and night shifts organization, peak management organization – target locations), with a specific focus on the viability of the set-up for the receiving entity
• Steer overall plan execution
• Ensure proper governance of the hubs (forecasting and flows orchestration, financial governance in collaboration with Finance)
• Manage escalations, manage crisis.

In addition, for the FoS model in travel. Be responsible for the servicing procurement cycle (including compliance oversight), supporting the travel hubs where needed.

Agent journey

With the local Heads of Operations and HR, gradually improve the agent journey to reduce attrition to market levels making AXA Partners Operations a desired place to work while better dealing with attrition to minimize business impacts

• Work in waves across prioritized topics to define ‘common ground’ leveraging best practices, introducing minimum standards that differentiate the value proposition for our agents, whilst recognizing local specificities, constraints and regulations; any deployment remaining a local decision.

Network cost optimization

• With the local Heads of Networks, co-build one way of doing things (inflation monitoring, cost control, provider management framework)
• Act as a business excellence team to support countries in achieving cost containment targets
• Manage global providers and international correspondents.

Community of the local Heads of Operations / Heads of Networks. Animate and elevate the community. In particular promote rules and guidelines, foster best practices sharing, promote digital first and simplification mindset, promote ONE AXA spirit, push for data quality and embed data skills in all Operational Excellence initiatives

Note – On Compliance, Fraud & Leakage. In line with the operating model, local entities are fully accountable for implementing any compliance, fraud and leakage standard. Operations & Networks channels any applicable communication, acts upon any escalation received and follows up till it is solved.

Votre Profil

SKILLS AND EXPERIENCE

• Strong track record in industrializing Operations searching for QoS and efficiency. A track record in call centre and network management in an international context is a clear plus; at minimum a strong affinity with the DNA of the Assistance business is required
• Strong leadership skills, including vision, structure, ability to convince and embark people in complex and international eco-systems
• Digital and simplification mindset. Strong affinity with Data and IT
• Fluent in English.

A propos d'AXA
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