Operations Manager Job at AXA Partners – in Shannon, County Clare
The newly appointed Operations Manager will have responsibility and accountability for Shannon Operations. The successful person will be expected to lead and drive Operational results for countries and teams serviced out of Shannon Hub to ensure outstanding customer service is always delivered. Driving and implementing change to enhance the customer journey, the client value proposition and identifying and implementing process optimisation across the Operation in Shannon and Globally. Providing a single point of operational contact for Shannon to facilitate clear lines of communication and operational ownership.
Manage the country operations to deliver excellent customer experience, consistently achieving key agreed SLA’s and KPI’s:
Analyse and interpret key trends from Operations MI to support decision making at a country level as well as share regionally where appropriate. Provide regular MI and Reports as required to Operations Director
Responsible for the delivery of country operations SLA’s and KPI’s through monitoring daily, weekly, monthly and quarterly capacity requirement
Ensure the Operation remains within cost and budgetary targets
Ensure excellent communications channels between country and CSC to enable achievement of operational objectives
Ensure that team members complete assigned work items within defined time and quality, review and approve any escalated claim query as well as supporting team by technical expertise
Organise regular team meetings with Operations Director to discuss issues, queries and achievements and to receive common feedback from team
Effectively manage the performance of individuals in the team providing regular opportunities for feedback (both formal and informal) and ensure that performance management cycle is completed for each team member within set timelines
Conduct regular weekly Team Meetings, containing Business and team updates, developmental opportunities and recognition of great performance/achievements. Promote two-way communication channels with an environment where all opinions count
Encourage team to share knowledge and best practice as well as encourage team to think from a customer perspective
Motivate and manage team to ensure delivery of outstanding, timely and First Time Right customer service
Monitor team engagement to identify and address any potential issues
Train, Coach and Develop all team members in line with business objectives, departmental goals and individual development plans to maximise their potential
Manage day-to-day performance and behavioural issues e.g. absenteeism, attrition and disciplinary process, based on AXA policies. Also responsible for the management of daily breaks, work hours and a/s leaves in coordination with HR and ensuring work load and capacity are not compromised
Create and support a problem solving and a “can do” attitude promoting a culture which recognises and rewards a job well done
Build and maintain effective dual working relationships with other customer operations teams to deliver key service level agreements
Fulfilment of call quality controls by listening call records and informing each team members performance timely within defined standards and sharing best practices and general areas of improvement with team to improve customer experience
Customer Improvement Initiatives
Proactively engage in/support the development +/or roll out of projects/ improvement initiatives
Support country improvement plans aligned with Customer Operations strategic priorities
Support the delivery of IT enhancements to enable improved operational effectiveness
Support the Value Proposition
Analyse and prepare Operational data relative to particular clients/products using our data analytics tools to support commercial objectives
Attend client visits/meetings to provide Operations expertise and support Commercial team in discussions on products/services with existing or potential clients as well as selling the operational service as a value-add
- Ensure the Operations meets all regulatory and compliance requirements
Responsible for country operation’s adherence to OCIF standards
Ensure that audit actions are thoroughly completed within required deadlines
Provide additional country support to the Head of Operations where necessary
EXPERIENCE & QUALIFICATIONS
Essential skills and experience
3 years’ experience in insurance or Financial services industry
Previous experience with capacity planning, resource planning and strategic planning.
Previous experience with leading a successful team to achieve KPI targets
Previous experience in change management and continuous improvement methodology
Excellent Performance and People Management & Evaluation Skills
Experience of supervising a team in a fast paced target driven environment
Previous experience in a Customer Service role putting the Customer first
Proven ability to Coach/develop individuals and apply Learning Solutions
Proficient in Microsoft office
Awareness of Project Management methodologies
Preferred skills and experience:
Proven cost management experience
Excellent communicator at all levels
Strong operational/IT experience across multiple platforms
Strong track record of driving productivity/controllership enhancements
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.
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.
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.
Company: AXA Partners –
Company Location: Shannon, County Clare