Job Description
Take on a role with real purpose — and help build a brand-new team from the ground up
We are creating a new Travel assistance team in Ostrava, which will be taking over key processes and responsibilities from our colleagues in Germany
As a Senior Supervisor, you will play a central role in shaping our future Operations department
We’re looking for someone who is ready to take responsibility, motivate others, and drive continuous improvement
The person will be responsible for managing a broader scope of activities, operational performance, and the professional development of supervisors and team members
The person will oversee complex cases and escalations, and actively contribute to strategic initiatives
If you’re excited by the idea of combining leadership with purpose and helping establish a new operational hub in Ostrava, this role is the right fit for you
To strengthen our team, we are seeking an experienced Senior Supervisors, with German language skills required for one of the roles
What you’ll be doing: Monitoring and analysing performance across the platform, teams, and supervisors
Driving improvement initiatives and leading actions to enhance quality, productivity, and customer experience
Providing structured feedback and coaching to supervisors and team members
Taking an active role in defining daily routines, workflows, and long-term processes of the platform
Overseeing incentive schemes, evaluating their effectiveness, and proposing modifications
Organizing regular meetings with supervisors and their teams, and leading communication across multiple teams
Ensuring a positive working environment, promoting motivation, collaboration, and team spirit
Managing complex and sensitive cases and acting as the primary escalation point
Adapting workflows and processes to operational needs, business requirements, and methodologies
Leading coordination with other internal departments and supporting cross-functional initiatives
Communicating business priorities to the team and ensuring alignment with agreed standards
Supporting projects, supervising their implementation, and reporting progress to management
Preparing periodic reports, analysing trends, and identifying areas for improvement
Participating in recruitment processes for supervisors and key operational roles
Acting in accordance with company values and promoting them across the team
Monitoring and managing operational budgets, ensuring all expenses are within allocated limits
Ensure full compliance with company policies, regulatory requirements, and industry standards
Ensure active participation in internal and external audits, providing necessary clarifications
Representing AXA externally What you’ll bring: Minimum secondary education, university education is advantage
Czech or Polish language at a native level
Fluency in German (C1 level or native speaker)
Good command of English (minimum level B2)
Proven experience in customer interaction, service quality, and operational delivery
Strong analytical thinking and ability to work with data
Advanced MS Office and PC skills Excellent communication skills Customer orientation and empathy High level of responsibility, reliability, and personal integrity
Stress resistance and ability to thrive under pressure
Proven leadership skills with experience managing Supervisors, TeamLeaders or larger teams for 3+years
Strong decision-making ability with ownership of outcomes
Ability to motivate others, promote teamwork, and drive performance
Experience in insurance, client service, or B2C assistance is an advantage Experience in process improvement or project coordination is an advantage
What we offer: At AXA Partners, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that
You can expect to receive: Language surcharge 10 000 CZK Yearly bonuses up to 15% of the gross monthly salary 25 days of vacation Meal vouchers worth 150 CZK from day one Home office 2 days per week (after training), including full equipment (laptop, monitor, docking station, etc.) Smart working allowance (1200 CZK/month) MultiSport or Pluxee Flexi Pass (500 CZK/month contribution) Telemedicine – 24/7 online medical support for you and up to five family members Pension contribution (1,000 CZK/month) Fully covered life insurance Free European travel insurance, including coverage for extreme sports and roadside assistance Development programs and courses, including access to LinkedIn Learning A friendly team of colleagues Office refreshments 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 - [email protected] 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)