Within the IT Services organization, the Services & Operations department has the ambition to provide a single interface for markets, delivering all IT Services (technical and application) to the entities.
i.e. securing that client expectations are considered in the product roadmap as well as securing that the customer agenda includes the product roadmap.
The role of Service and Operations Country Head is a key pillar in the relationship between the Group IT organization, especially IT Services,and AXA Markets and Entities.
Proximity and Entities Centricity are enforced through the local presence in countries, which is managed in single accountability by the Country Head Executive.
In his role, he needs to drive high quality of service aligned with the countries expectations, covering all aspects of the Group IT Service portfolio (Application and Technical).
POSITION MAIN ACTIVITIES
The Country Head is essential to ensure the synchronization and consistency of all activities towards the Entities including a single accountability.
Depending on the size of the team and on the variety of activity, the Country Head role consists of different possible roles and activities :
Account Executive for the Entities in the country
Manage overall relationship with local Business and IT
Understand business needs and consult Entities to find the right technical solutions and ensure the IT Services Product strategy is aligned to local needs
Build with Entities and Product Managers the overall deployment plan (multi-products) with associated financial plans (SFL commitments, joint strat plan, )
Manage IT Services invoicing based on volumes & prices for Entities Representative in Entities Governance, Member of the Entities CIO ELT
Local Delivery Manager
Managing demand and accountable for IT delivery adapted to local context (agile )
Accountable for SLA’s of service integration, client satisfaction, reporting & Entities applications
P&L accountability for service integration and Entities applications
Drive the simplification of the IT landscape through up to date platforms and decommissioning as per product strategy
Apply assets & data protection measures and support compliance & risk management standards implementation within AXA IT Services in line with Group Operations Standards
Accountable for skill & resource management for the AXA Services IT staff in his teams
Is responsible of the funding, engagement & operational management of dedicated chapter resources
When relevant, provide services to other entities markets, outside of the country scope (mutualized delivery, data center level activities, )
In addition, the Service and Operations IT Country Head has a key local leadership role to ensure that all Group IT individuals feel part of Group IT.
This includes management of all local activities (Townhall meetings, local events) for Group IT. The Service and Operations IT Country Head will be the representative of Group IT in all related management committee.
General Manager (* in the specific context on legal hosting in AIS)
In Italy Group Operations Organization is legally hosted inside AXA Italia Servizi and the Italy Market in Italy is an organization hierarchically reporting to CIO.
Therefore even if there is no legal entity, there are some duties related to the legal entity AXA Technologies Services (closed in 2018) and some responsibilities of the General Manager role that needs to be covered.
Promotes Group Operations identity and collaboration among our staff across all divisions in Italy in collaboration with OpCO internal communications, HR Dept and Group Operations (e.
g. ensure Group Operations Internal Communications initiatives are implemented in Italy when applicable / appropriate, cascading from Group Operations Management , support Group Operations Events in Italy)
Act as hosting manager for Group Operations employees in Italy which are not part of Italy Market Organization.
Act as point of escalation for local workforce, sourcing, career evolution with AIS to ensure adherence / consistency with Group Operations for processes and policies when applicable
Be responsible for Group Operations cost center in Italy (approx. 11m€) , ensuring appropriate P&L balance
Represent Group Operations in IT Organization and in AIS , including IT Comex
PROFILE, SKILLS & COMPETENCIES
Technical skills :
Proven track record in IT Service delivery and developing IT service strategies and tailoring standard services to customer requirements
Customer centricity with strong service oriented thinking. Holds self and others accountable for delivering high-quality results on time and within budget.
Ability to manage IT and business requirements equally and a good understanding of IT and insurance business
Ability to win the trust of internal customers and other parts of the organization while challenging and fostering change
Entity Relationship Management :
Strong experience in Account management / customer relationship management including contract management
Be at ease with internal sales activity, and an advocate of the IT service catalog
Ability to aggregate & report on entity relationship KPI (SLA, Financials, Target letter KPI)
Program Management with strategic step back
Articulates a Vision, develops organizational goals and strategies
Effectively communicates the group vision & goals & the benefits in achieving the same
Maintains the perspective of a large scale and aligns actions and contributes to overall organizational strategy enhancement including learning’s from benchmarking activities and reviews
Understands and articulates the projected direction of the organization and how changes might impact the group
Is aware of the projected directions of the external environment and key differentiators vis-a-vis competition and uses this information to anticipate how these changes would impact the organization
Creates an environment for developing & fostering leadership excellence
management of the programs
Takes calculated risks in decision-making & seeks inputs from the team / stakeholders for the same.
Focus on Customer
Leads through Actions
going feedback and empowerment to teams
Recognizes potential leaders & provides them with challenging assignments / stretch goals
Creates mechanisms to recognize individual / group contribution & achievements
Can effectively mentor others to acquire this competency
What We OfferAt AXA, we lead an HR policy that encourages diversity, maintains your professional and private life balance and accelerates the skills and career development : promotion of diversity, remuneration policy, training device, .
Our goal is to develop your skills to support the transformation of our changing business.