Systems & Configuration Manager

About AXA: AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them

As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance

We support millions of customers worldwide, helping them navigate life's uncertainties with confidence

AXA Health supports members to put their health first, from individuals to huge corporates, with fast access to diagnosis and treatment when they need it

Job overview: The Systems and Configuration Manager plays an essential role in ensuring the seamless operation and resilience of membership services by acting as a dedicated liaison between the operational teams and the Technology department

It involves managing the end-to-end systems incident resolution process, providing an escalation support to minimise downtime and operational impact across all contact channels

The role also includes operational oversight of system maintenance and system change management, ensuring that updates are implemented in alignment with the plan to minimise operational impacts

Additionally, the role supports contact centre transformation initiatives by contributing to the design and configuration of core contact delivery tools, ensuring that system setups are optimised to meet evolving member engagement needs and improve service delivery

Key responsibilities: Build and maintain strong relationships with Technology, Transformation, and Operations teams to ensure aligned goals and proactive collaboration

Lead end-to-end incident management, including root cause analysis and post-incident reviews to enhance system resilience

Act as the Operational Application Owner for key Membership systems, driving continuous improvement for system performance and member satisfaction

Support platform maintenance and change initiatives, ensuring minimal disruption, security compliance, and strategic alignment

Oversee updates to contact channels like telephony and digital automation, integrating technology seamlessly to enhance member engagement

Identify opportunities for process automation, digital transformation, and operational efficiencies to reduce costs and improve service

Develop and maintain Business Continuity Plans for systems, ensuring readiness and resilience against operational risks

Monitor system performance and incident data to identify trends, support improvements, and inform strategic decisions

Work arrangements: At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers

You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future

Away from home means attending the office, visiting clients or attending industry events

Your skills & experience: Strong knowledge of how contact centres and communication channels operate, including telephony and digital messaging tools, to support smooth and effective member interactions

Experience in leading efforts to quickly identify, resolve, and learn from system problems to keep services running smoothly and reduce disruptions

Experienced in the planning, testing and roll out of system updates and improvements with minimal impact on daily operations, ensuring services remain reliable and secure

Skilled in developing and regularly testing plans to ensure services can quickly recover from unexpected disruptions or system failures

Proven ability to identify opportunities to make processes more efficient and to support new ways of working through technology, automation and AI, experience using Genesis, Salesforce or Verint is preferred

Ability to build trusted relationships, communicating effectively with teams across operations, IT, Transformation and leadership to ensure everyone’s needs are understood and addressed

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom

How to apply: To apply, click on the ‘apply now’ 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, we’re proud to offer access to the AXA Accessibility Concierge

For our support, please send an email to [email protected]

We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date. #Health #LI-Hybrid