Head of Operational Excellence

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)
• 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

• 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.

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.