Senior Operations Manager (Roadside – Home – Legal)

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 - [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)