Job Description:

Join AXA Partners as Our Senior Operations Manager – Lead the Future of Roadside, Home and Legal Customer Care!

Are you a visionary leader with a passion for delivering exceptional customer experiences? Do you thrive in dynamic environments where strategic thinking and operational excellence combine to create real impact? If so, we want you to be the driving force behind our Roadside, Home and Legal Customer Service operations as our Senior Operations Manager.

What you’ll be doing:

Strategic Leadership & Governance

• Member of Extended Excom, responsible for developing and managing the annual business plan and department budget to attain business goals with operational stability.
• Provide strong, dynamic leadership that mentors, develops, and guides team members to deliver an exceptional level of service through every customer contact.
• Responsible to spearhead change management strategies to achieve dramatically improved productivity and service performance levels in line with the global AXA transformation plan.
• Support the assessment of new business opportunities and participate in client business reviews as necessary.

Innovation & Service Development

• Play a vital role in the development of successful new services for RSA/Legal/Home lines of business by providing comprehensive feasibility studies, business proposals, executive presentations, and ensuring exceptional operational execution.

Process Improvement & Efficiency

• Develop standardized workflow processes utilizing Lean methodologies to minimize variation, reduce waste, and create uniformity and consistency.
• Develop solutions to improve the efficiency and accuracy of claims handling procedures and software.
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, and performance reporting.

Relationship Management

• Develop and maintain long-term, high-level Business-to-Business relationships with key client prospects, intermediaries, and partners.

Cross-Functional Collaboration & Operations Oversight

• Collaborate closely with other departments to develop and maintain effective organizational responsibilities, including recruiting, training, coaching, recognition, workflow patterns, performance standards, staffing levels, and supervision.
• Oversee outsourced operations, confirming adherence to contractual obligations and monitoring production.

Issue & Escalation Management

• Manage high-level escalations and develop action plans to address recurring issues.

What you’ll bring:

• Bachelor's degree in business or related field
• 8 years of management experience
• 5 years’ experience in direct client interaction with both internal and external customers
• Experience successfully managing a Profit & Loss
• 10+ years experience in Roadside industry
• Bilingual French/English – Good proficiency in English is required to ensure smooth communication with teams based in the United States and internationally.
• Demonstrated ability to effectively coach, mentor and develop direct reports
• Ability to create a motivational environment that inspires others to excel
• Advanced knowledge of Microsoft Suite

To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - globalhr@partners.axa

Who we are:

We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.

Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)