Operations Complaints Manager - Maternity Cover

at  AXA Partners

SOFT & HARD SKILLS REQUIRED: TECHNICAL/FUNCTIONAL SKILLS:

Extensive experience in maintaining a high level of customer service within the insurance industry.
Leadership and coaching skills.
Excellent communication, presentation, organizational, and time management skills.
Ability to drive and manage change within a customer-focused role with responsibility for delivering an exceptional customer experience.
Strong analytical and research-oriented skills.
Your Profile

EDUCATION, PROFESSIONAL QUALIFICATIONS AND EXPERIENCE:

Experience in leading operational complaints teams including interactions with the regulator.
Experience in implementing transformational change projects.
Experience in managing customers in difficult contexts.
Experience in NPS management.
Experience working in a matrix structure
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

Lead, motivate, and inspire the department to deliver exceptional customer experience across all channels.
Coach and develop the team to achieve success in role, delivering on performance and customer experience.
Lead all recruitment for the department and ensure that people are trained and skilled to meet customer demands.
Embed a culture of continuous improvement, creating channels for escalation and implementation of great ideas to drive change for colleagues and customers.
Drive the implementation of change initiatives in the operation, using customer insights from root cause analysis to support embedding actions for improvement in customer outcomes.
Manage social media and red flag complaint cases and collaborate with relevant teams to ensure the protection of the AXA brand and fair outcomes to customers.
Develop open channels of communication and maintain effective cross-department relationships.