Operations Manager

DIMENSIONS OF ROLE

• Leading a team of circa 5 Team Leaders
• Reporting to the COO Motor & Home & Travel Claims
• Based in Brussels

KEY RESPONSIBILITIES
Management of operations and productivity

• Ensure day to day service delivery is met globally and manage any day to day escalations
• Support the achievement of agreed Operations targets in relation with turnover
• Challenge current operating performance and provide proposals to optimise future potential
• Always consider the needs of the customer and best they can be served.

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

• Have a strong focus on productivity.

Managing People

• Work closely with direct reports to ensure that all Operations employees are kept motivated, managed and working effectively by :
  • Performance 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
  • Providing training, coaching, support and developmental assistance wherever needed to enable achievement of maximum potential in each individual
  • Provide fresh opportunities for personal career development wherever possible, e.g. through internal promotion, secondment, special projects…
  • Maintain open channels of communication and encourage contribution of ideas and feedback at all levels
  • Ensuring that departmental and individual objectives and priorities are set and understood by all employees and that performance is monitored against these set objectives

Reporting/ Working Relationships:
COO Motor, Home & Travel Claims
Clients and partners (local & international)
Local governance group
Counterparts within AXA Partners
Commercial department
Finance Team
Legal, Compliance & auditory teams

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REQUIRED SKILLS AND EXPERIENCE

• Master degree (or comparable by experience)
• At least 7 years of experience in a similar function
• Bilingual Dutch/French with a good knowledge of English
• Strong knowledge of MS tools and sharepoints
• Strong communication and organization skills
• Proven people management experience and skills, especially in building, leading and motivating teams and of managing performance and conduct fairly and decisively
• 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
• Having a far-reaching vision, strong leadership skills and passionate commitment to success
• Team player, service and people oriented

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