Head of operations - Benelux
2 dagen geleden


To be a reliable and robust Operations expert. A focus on productivity, MI standardisation and multi-channel processes. Ensuring that the Operations Department deliver business requirements efficiency, contributing to and implementing Company Strategy and managing service solution for new clients / expanding business.

To manage adequately the operational team with effective and continuous communication.


  • Leading a team of circa 90 FTE (direct & indirect)
  • Member of the P&C BU Northern Europe Steering Committee
  • Based in Brussels
  • Coordination role for different Business Lines (Travel, Home, Motor, Consumer Electrics ) for the Benelux Region

    Management of operations / day to day BAU

  • Ensure day to day service delivery is met globally and manage any day to day escalations
  • Be an active member of the local P&C management team by co-developing strategies to achieve Company profitability and growth, with particular responsibility for the role Operation will play in fulfilling these strategies
  • Support the achievement of agreed Operations targets in relation with turnover, profit and cost-controls
  • Co-ordinate and support implementation business-critical programmes or projects as required
  • Challenge current operating performance and provide proposals to optimise future potential
  • Always consider the needs of the customer and best they can be served.
  • Be an ambassador for the Company in front of internal and external customers and business associates, taking opportunities to maximise potential commercial advantage where possible.
  • Management and monitoring of Service standards

  • Be responsible for the management and monitoring and the quality of customer service provided by the assistance teams and ensure all services delivery meets contractual and company quality standards
  • Support the delivery of clients’ contractual requirement as determined for the Operations Department
  • Ensure robust resource planning is in place globally
  • Ensure that all processes reflect current best practices and statutory / regulatory requirements and that these standards are highly visible to all members of the operations teams.
  • Ensure effective measures are in place to spot skills gaps and performance deficiencies within the team at an early stage and to take appropriate corrective measures in good time to avoid reduction in quality standards.
  • Ensure that MI on key deliverable, services and quality performance, costs and staffing across Operations is kept up to date and provided as required
  • Ensure a comprehensive standard suite of reports (scorecards, dashboards, etc.) which are submitted regularly in line with general reporting requirements
  • Managing Costs / Productivity

  • Contribute to the Company’s overall profitability by ensuring strict controls are in place throughout the Operations Department and the Company as a whole to manage expenditure carefully and consistently
  • Have a strong focus on Productivity, bring expertise from the market place to also focus on areas of unnecessary spend or areas where spend could be managed more efficiently and clearly recommend improvements or action points
  • Working with and liaise closely with HR and direct reports to plan recruitment and people deployment judiciously in line with staffing budgets, identifying in advance where gaps may arise and implementing the most cost-effective methods of obtaining new talent
  • Working with and liaise closely with the Finance Team to prepare an appropriate budget and manage the budget carefully thorough year to minimise spend with a strong focus on productivity
  • Managing People

  • Managing people to drive company culture and client demands
  • Work closely with the HRBP to ensure consistent application of standard employment terms and conditions across the Operation Department.
  • Work closely with direct reports to ensure that all Operations employees are kept motivated, managed and working effectively by :
  • oPerformance managing all individuals in line with standard protocols, providing regular feedback on successes / areas of development and addressing any poor performance issues promptly, fairly and decisively

    oProviding training, coaching, support and developmental assistance wherever needed to enable achievement of maximum potential in each individual

    oProvide fresh opportunities for personal career development wherever possible, e.g. through internal promotion, secondment, special projects

    oMaintain open channels of communication and encourage contribution of ideas and feedback at all levels

    oEnsuring that departmental and individual objectives and priorities are set and understood by all employees and that performance is monitored against these set objectives

  • Manage individual conduct and professional behaviour promptly and fairly by applying guidance and / or formal corrective measures, in conjunction with the HRBP.
  • Contribute to Company-Wide people management strategies, initiatives and processes as required
  • Managing Transformation

  • Be responsible for the transformation of the business lines Travel, Motor, Home, Consumer electrics as Domain Expert for the Operations topics.
  • Under the direction of and in collaboration with the Global COO’s define target customer and agent journey through the participation in the design thinking workshops and transformation projects.
  • Co-create solutions and operational capabilities to enable the delivery and execution of Transformation strategy
  • Continuously looking for solutions to improve efficiency
  • Present local projects / innovation to BU review committees

    Organizational Summary

    AXA is a global leader in financial protection, representing nearly 100 billion Euros worth of turnover across its 3 businesses (Life & Savings, Property & Casualty and Asset Management).

    AXA Partners, launched in Sept 2015, is a new business unit dedicated to developing AXA’s partnership business that makes up 10% of the AXA business globally.

    The mission of AXA partners is to design, implement and manage relationships with selected global partners and support AXA entities to develop successful local partnerships.

    The main partnerships will be articulated around 4 areas, including 3 sector-led divisions (Automotive, Bancassurance, Telco / Utilities / Retail / Digital Platforms and IoT) as well as Transversal Cross-sector Operations, covering topics across sectors (finance, capabilities, governance, and support to community animation).

    The sector-led divisions have a business development role, and the following objectives :

  • Management of global deals building on a global network of KAM
  • Support of significant deals at local or regional level
  • Development and enrichment of sector value propositions with credentials by sector (to be turned into products by marketing teams)
  • The transversal cross-sector team will aim to support and coordinate all sector-led divisions and steer and support local entities and Global BUs in their partnership operations.

    Reporting / Working Relationships :

  • Head of PC Northern Europe
  • Clients and partners (local & international)
  • Local governance group
  • Counterparts within AXA Partners
  • Commercial department
  • Finance Team
  • Legal, Compliance & auditory teams
  • External suppliers and third-party business associates
  • Qualifications

    Skills and experience :

  • Experienced and confident operations expert, with a strong international expertise
  • Specific skills in process optimisation and productivity
  • Experience of managing large and complex budgets and proven ability to manage and control costs effectively
  • Proven people management experience and skills, especially in building, leading and motivating large teams and of managing performance and conduct fairly and decisively
  • Evidence of appropriate / relevant professional qualifications
  • Evidence of being able to work successfully in a fast moving international environment
  • Ability to work with understanding and efficiency alongside people from different cultures and geographical locations
  • A natural motivated professional with a positive approach and the ability to engage and inspire others
  • Must have the credibility, intellectual capability and operational grip to gain immediate respect and professional credibility
  • Able to challenge constructively the status quo and influence through clear, informed and logical argument
  • Having a far-reaching vision, strong leadership skills and passionate commitment to success
  • 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.

    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.

    Our mission is to help our Corporate clients to enrich their customers’ experience, with more than 9,000 employees at their service anywhere, anytime.

    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.

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