Programme Manager, Contact Centre
Description
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 UK Support Functions look after our three customer-facing business units, providing the infrastructure and expertise to make sure we can be there for our customers.
Job overview:
As a Programme Manager, you'll be at the forefront of transformative change! Leading large-scale IT and Business Change Programmes, this pivotal role involves managing diverse stakeholder relationships, ensuring delivery is timely and within budget, and fostering a culture of continuous improvement in a product operating model, enabling us to deliver innovative solutions more effectively. You'll be a key member of the team, championing best practices in project management and driving initiatives that make a real impact on our business and our customers.
Key responsibilities:
• Oversee the delivery of Contact Centre related change programmes, ensuring they meet scope, time, budget, and quality standards.
• Apply disciplined project management practices, including planning, resourcing, risk management, and reporting.
• Develop and maintain effective stakeholder engagement strategies across functions and third-party partners.
• Manage project budgets and expenditure, ensuring financial controls are adhered to.
• Lead and support a high-performing delivery team, including talent development and resource planning.
• Foster a culture of continuous improvement and engagement within the Claims Tribe.
• Ensure all technical and business outcomes meet AXA's quality and compliance standards.
• Act as the primary escalation point for project issues, risks, and dependencies.
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:
• Proven track record of delivering complex, large-scale programmes or projects in a multi-organisational environment.
• Experience working within a product operating model and applying Agile methodologies.
• Significant experience in IT and business change, ideally within insurance or financial services.
• Accreditation in project management disciplines (e.g., Prince2, MSP, Agile, Waterfall).
• Demonstrable leadership skills with experience managing and developing teams.
• Strong stakeholder management skills, with the ability to influence senior management.
• Budget management experience with a focus on financial control and reporting.
• Excellent communication skills, capable of presenting to senior stakeholders and steering committees.
• Knowledge of end-to-end IT solutions and the project delivery lifecycle.
• 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 Daniel.harrison@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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