POSITION SUMMARY

In a twofold context of significant business growth of our Travel business line in the coming years and required transformation of our operating model for all our Travel operations at global level, AXA Partners is opening a new position of Global Head of Travel Operations Hubs. This position will cover both the Steering of run delivery activities and transformation of the travel hubs processes to enable efficiency and collaboration when dealing with multi-country contracts.

DIMENSIONS OF ROLE

High-level summary of the scope and scale of the role
The Global Head of Travel Operations Hubs will lead the delivery of our Travel business operations (front and back-office) by our network of hubs around the world (a “hub” is a centre in charge of delivering business operations for multiple countries from one single location).
The Global Head of Travel Operations Hubs will manage end-to-end operations, covering cross country deals in various languages with a team of ~1 000 FTEs.
Reporting directly to the COO of AXA Partners, the Global Head of Travel Operations Hubs will be instrumental in achieving operational excellence, ensuring efficient service delivery, and supporting the growth of our Travel business.

KEY RESPONSIBILITIES

Design of the target Hubs operating model:

• Plan
• Contribute to the operational transformation roadmap and related business case
• Transform
• Coordinate the hubs transformation initiatives in terms of technology, HR and legal/compliance/tax considerations

Steering of Run delivery activities:

• Strategic Planning
• Contribute to the definition and execution of the overall global Travel operations strategy, aligned with the broader business objectives of AXA Partners.
• Identify and evaluate potential operational opportunities and risks, providing recommendations to the COO and executive team.
• Hub Network Management
• Establish and maintain strong relationships with local business entities to ensure effective collaboration and alignment of operational objectives
• Coordinate and manage the allocation of resources and workload across the hubs to optimize capacity utilization and minimize costs.
• Develop and implement standardized operating procedures and best practices to ensure consistency and efficiency across the global hubs network
• Manage a team of hubs managers to meet key performance targets
• Reporting
• Provide regular updates and reports to main stakeholders (COO, local CEOs, Head of regions, clients …)
• Analyse data and trends to support decision-making and continuous improvement initiatives
• Financial management
• Oversee budgeting, resource allocation, and financial performance of all hubs
• Manage cost control initiatives and ensure efficient use of resources without compromising service quality
• Talent Development
• Recruit, develop, and retain a high-performing team of operational leaders and staff across the hubs
• Operational Excellence, in collaboration with OPEX and performance management Team
• Oversee the day-to-day operations of the hubs, ensuring adherence to service level agreements (SLAs) and compliance with regulatory requirements.
• Monitor and analyse operational performance metrics to identify areas for improvement and drive continuous process optimization
• Under the leadership of the OPEX and Performance management department, contribute to the design and implementation of robust operational strategies and processes to optimize customer experience, productivity, and quality across all hubs.
• Technology and Innovation, in collaboration with Transformation Team
• Leverage technology to drive operational efficiency and improve service delivery
• Under the leadership of the Transformation team, contribute to the exploration and implementation of innovative solutions to enhance customer experience and stay ahead of industry trends.

Your Profile

• Deep understanding of customer service best practices. Knowledge of the Assistance business and/or the Mobility/Travel ecosystem is a plus.
• International background
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels.
• Fluency in English is essential, and proficiency in additional languages (Spanish, French, German) is a plus.
• Minimum 10 years of experience in a senior operations leadership role within a global organization
• Proven track record in delivering and managing multi-location operations, preferably in a service or assistance-related industry
• Strong leadership and team management skills.

AXA Partners is committed, with equal skills, to diversity & inclusion. Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract). Learn more about the Reforest Program here.

LI-UK

About AXA
AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.
Our mission: Empower people to live a better life.
Our values: Customer First, Courage, Integrity and One AXA.
About the Entity
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.
AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.
Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.
What We Offer
By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.
Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary