JOB ENVIRONMENT
The Mexico Operations Manager is responsible for QoS reporting and governance for their scope towards the entity(ies), the Service Manager will oversee that the quality and performance of the service delivery towards the entity(ies) meets expectations and ensures that the Service Levels are achieved
POSITION MISSION & MAIN ACTIVITIES
Main Activities
The operations manager Manager:
- Acts as a primary point of contact for structural GTO Quality Of Service and general operational matters.
- Manages potential escalations and connects with the GTO organization (products, processes, GSC…) where relevant.
- Ensures the AXA GO executive management and/or entity(ies) executive management are kept informed during any escalations.
- Runs and/or participates to required operational alignment meetings. (f.e. opco weekly ops, Monthly operations review instance, change board, …)
- Provide input to and represent Country QOS in AXA GO QOS boards. (Weekly QOS, Monthly Forum)
- Supports the communications with entity(ies) (in coordination with Major Incident Management (MIM) teams) of the impact and resolution of Major Incidents, Problems and SIP’s.
- Monitors the performance and quality of products delivered by all product teams, by reviewing the monthly SLA and QoS reports as agreed in the contract.
- In the case of AXA GO services not meeting entity(ies) expectations or agreed Service Levels, determines and follows-up on the necessary Service Improvements Plans (SIP) with the relevant product teams and AXA GO Problem Management.
- Co-ordinate the GO PDL\MOU and ensure the figures are agreed with the local entities and they reflect on the QOS dashboard
- Ensures proper capacity and availability management reporting is available for the entity(ies) as agreed with Capacity Management team.
- Prepares and presents necessary monthly service level reporting for entity(ies) QoS governance meeting.
Your Profile
PROFILE, SKILLS & COMPETENCIES
Scope of activities:
QoS reporting and governance, Service Improvements Plans (SIP), monthly service level reporting, Contributes and supports in MIM resolution
Interactions:
- Leaders in Markets, Products, and GSC
- Opco QoS governance meetings
- Product Teams/Operations Team
- Incident & Problem Senior Managers
- Frequent discussions at Exec level
Experience
Experience in Service Management ,ITIL processes.
Experience and knowledge of IT Operations
Have worked within a Global organization
About AXA
As a world-leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working with 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we’re nurturing a culture of
respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive. You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.
About the Entity
AXA is becoming a sustainable tech-led company and at AXA Group Operations we are one of the major catalysts for this transformation.
We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution.
We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary.
At AXA Group Operations, we want to be recognized in three fields of action:
- State-of-the-art Data Technology to drive customer experience
- State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks
- High-Performing Global Team for stronger partnerships with AXA entities
What We Offer
We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we’re committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.
