Live Operations Planning Manager
About AXA:
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.
AXA Health supports members to put their health first, from individuals to huge corporates, with fast access to diagnosis and treatment when they need it.
Job overview:
We have an opportunity for a Live Operations Planning Manager to join our team at AXA Health. You'll play a key role in the strategic and operational management of the AXA's live contact centre activities. Responsible for ensuring exceptional customer service, this role involves leading proactive, real-time monitoring of performance using data and analytics to make swift, informed decisions. You'll effectively manage demand fluctuations, system disruptions, and agent availability ensuring the contact centre runs smoothly and efficiently at all times.
Key responsibilities:
• Lead the strategic deployment and execution of the in-day contact centre plan across all channels, aligning with business objectives.
• Collaborate with operational teams and senior stakeholders to optimise resource deployment and adapt to demand fluctuations.
• Monitor real-time performance using analytics, making swift decisions to adjust capacity and maintain service levels.
• Develop and improve operational playbooks, ensuring readiness for daily and exceptional operational scenarios.
• Manage demand stimulation, incident response, and contingency plans to ensure operational resilience and swift issue resolution.
• Drive resource management initiatives, including cross-skilling and dynamic staffing, to handle demand surges effectively.
• Provide performance insights and strategic recommendations to leadership, supporting continuous improvement.
• Foster a culture of operational excellence through innovation, technology adoption, and continuous process refinement.
Work arrangements:
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events.
Your skills & experience:
• Previous experience in contact centre operations, demand forecasting, and capacity planning within high-volume, multi-channel environments.
• Proven leadership in managing real-time operations, influencing senior stakeholders, and driving operational excellence in dynamic settings.
• Expertise in leveraging real-time data, dashboards, and analytics tools to monitor performance, identify issues, and optimise capacity.
• Strong background in incident management, business continuity, and operational resilience, with the ability to lead crisis response efforts.
• Deep knowledge of workforce management systems (e.g., Verint, Genesys, Salesforce, Anaplan) and automation tools to enhance operational efficiency.
• Experience in leading change initiatives, supporting digital transformation, and fostering a culture of continuous improvement and innovation.
• Excellent communication skills, with the ability to articulate insights clearly and build strategic relationships across teams and senior leadership.
• Industry-specific experience (e.g., health, insurance, finance) is desirable, demonstrating understanding of regulated environments and compliance.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
How to apply:
To apply, click on the 'apply now' button, you'll then need to log in or create a profile to submit your CV. We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we're proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to sophie.2.guest@axa-uk.co.uk
We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.
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