POSITION DETAILS
Position Title: Head of Operational Excellence
Department: Operations and Networks
Reporting Line: Head of Operations and Networks
Location: Major operational center in Europe (Barcelona, Chatillon & Redhill)
Role Type: Permanent
POSITION SUMMARY
In a decentralised model where the countries are accountable for managing their Operations locally,
in the midst of a huge digital/ automation transformation journey leveraging global assets,
the Head of Operational Excellence is responsible for steering operational excellence across all non-medical local Operations (Travel, Motor and Home, Health services + CLP where relevant – front, middle and back), striving for QoS, coherence and standardization (‘one way of doing business’), with a strong focus on (customer, provider and) agent journey.
Main KPIs this position would be considering: QoS incl. NPS vs. cost, eNPS.
KEY RESPONSIBILITIES
- Within the context of the overall AXAP transformation roadmap and governance, and in strong collaboration with the local Ops teams and cross functional Transformation teams (CJ, UW, Data, Networks, IT, …)
- Define industrialized operational processes (process design, including standards, guidelines and tools)
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Define performance metrics (QoS, STP, productivity)
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Support countries in adopting standard processes, matching (while minimizing disruption of) local specifics
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Scope: E2E operational processes and transversal business capabilities (eg telephony, workforce management, doc management). GPO of E2E operational processes, in target under the Head of OpEx, are temporarily ‘hosted’ within the Transfo teams
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Focus: depending on each journey maturity, focus is on design (co-built), adoption or continuous improvement – leveraging data to drive performance.
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With HR and the local Ops teams, make AXA Partners Operations a desired place to work for our agents, thereby reducing attrition to market levels while better dealing with attrition to minimize business impacts
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This encompasses all the key capabilities that underline the agent journey
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Agent value proposition: comp & ben, flexible work patterns, purpose, autonomy & mastery
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And operations design: work organization, performance management, skills & mindsets, enabling capabilities
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Work in waves across prioritized topics to define ‘common ground’ leveraging best practices, introducing minimum standards that differentiate our value proposition for our agents, whilst recognizing local specificities, constraints, and regulations; any deployment remaining a local decision.
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In collaboration with the Head of Operations and Networks, build and facilitate the OPS community
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Acting as a COE to build collaboratively Guidelines and Frameworks to support the management of operations
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Considering improvements in processes to enable increase scores in QoS incl. NPS vs. cost, eNPS.
Su Perfil
SKILLS AND EXPERIENCE
- Track record in managing and executing Operations Transformation Programmes
- Ability to navigate in complex, international, decentralized eco-systems
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Ability to convince and embark people, demonstrate effective leadership with ability to influence others and move toward a common vision or goal
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Experience in the assistance business 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.
Acerca de la Entidad
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. AXA Partners actúa para el progreso humano combinando pasión con experiencia, protegiendo lo que importa, cuando importa.
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.