Role Overview & Mandate
Executive Summary
POSITION DETAILS Position Title: Head of Operational Excellence Department: Operations and...
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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)
- Define performance metrics (QoS, STP, productivity)
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Support countries in adopting standard processes, matching (while minimizing disruption of) local specifics
- 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
- Focus: depending on each journey maturity, focus is on design (co-built), adoption or continuous improvement – leveraging data to drive performance.
- 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
- Agent value proposition: comp & ben, flexible work patterns, purpose, autonomy & mastery
- And operations design: work organization, performance management, skills & mindsets, enabling capabilities
- 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.
- In collaboration with the Head of Operations and Networks, build and facilitate the OPS community
- Acting as a COE to build collaboratively Guidelines and Frameworks to support the management of operations
- Considering improvements in processes to enable increase scores in QoS incl. NPS vs. cost, eNPS.
Your Profile
SKILLS AND EXPERIENCE
- Track record in managing and executing Operations Transformation Programmes
- Ability to navigate in complex, international, decentralized eco-systems
- Ability to convince and embark people, demonstrate effective leadership with ability to influence others and move toward a common vision or goal
- Experience in the assistance business 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 values: Customer First, Courage, Integrity and One AXA.
About the Entity
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.
Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.
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.
