Société : AXA Lieu : Brussels Brussels Site source : Talent BE
DIMENSIONS OF ROLE The TeamLeader:
Supervises, coordinates and coaches an Operations team in charge of providing support to customers for AXA Partners business lines. Ensures the team delivers customer excellence whilst contributing to employees' professional development and ensure team’s technical and commercial excellence is in line with AXA Partners strategy & commitments.Ensures optimal productivity and compliance with Service Level Agreements (SLA) and company procedures.Monitors achievement of the team and secures that team is aware of KPI’s and SLA’s results Actively participates in projects (innovation, new client, transformation,…)KEY RESPONSIBILITIES Manage and participate in the daily activity of the team:
Accompany employees to manage files / cases optimally for which they are responsibleHave oversight of activity monitoring to correctly allocate staff to tasksTake all necessary actions to achieve the defined KPI’s and SLA’s Ensure the customer is at the heart of each action and decision Ensure that employees have the correct tools and that processes and procedures are followedProvide management with clear and accurate reporting of team activitiesTake “on the job” decisions in cases to ensure a proper follow up of the customer’s assistance caseIn case of a high workload of the support team, assist the team by participating in operational tasksOn request, participate in the recruitment of new employees Manage absenteeism Act as a coach:
coordinate, support and motivate team members:
Create a stimulating work environment by promoting open communicationEnsure and improve employee engagement and customer experienceAnimate, follow and accompany the employees individually and collectivelyAccompany employees' skills development:
ensure that key competencies are present within the team to provide excellent service to the clientMaintain an updated technical knowledge (products, processes, tools…) within the team Give regular feedback and conduct monthly coaching meetingsDefine the objectives to be achieved and clearly communicate the expectations Organize check-in meetings and conduct year-end reviews Participate in activity evolution and improvement:
Be a change agent Help employees to improve their relationship with customers through the different channels (phone, mail,..
.
) and the files / cases handled by the employeesPromote a change and continuous improvement mindset within the team#LI-BEYour ProfileSKILLS AND EXPERIENCE - Managerial skills - Transformation & execution leadership - Empowering team membersBehavioural skills - Decision & execution - Influence & conciliation - Customer centricity - Listening & communicating - EmpathyTechnical skills - Good knowledge of FR/NL - Assistance knowledge - Coaching - Customer needs analysis - Performance tracking - Analytical reasoning#LI-BEAbout AXAAXA 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 EntityAXA 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 OfferBy 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.Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract). AXA BrusselsBrussels
