POSITION SUMMARYReporting to the Operations manager, the Payments Manager is responsible for the end to end service delivery of the premium file loading and cash matching regional services.
The client services manager will play an integral role in the formulation and delivery of resolutions to support issues and take preventative steps to avoid recurrence of known issues and potential oversights, ensuring key stakeholder engagement.
This role is to be based in Shannon and will include the management of a team currently of 15+associates but this could grow in line with premium growth across all geographies.
The client services team sit at a key point in the customer journey so strong interpersonal skills and ability to communicate effectively at all levels of the business is a key requirement.
KEY RESPONSIBILITIESResponsible for leading an operations team to deliver key service level agreements and;•Responsible for the management & monitoring of performance targets and prioritisation of work•Responsible for ensuring team is right sized•Lead recruitment & onboarding process•Develop & implement training plans for team ensuring operational resilience•Responsible for overall quality of service & adherence to operational controls•Identify Key risk areas & highlight opportunities to mitigate•Provide monthly update to key operational stakeholders on country/regional performance•Lead the resolution of issues that impact the service journey, ensuring cross functional engagement•Identify & implement permanent corrective actions•Drive continuous improvement initiatives for process optimisation •Support the implementation of new business deals in line with agreed target service journey•Recognise the impact of the operational service on process downstream so as to be able to effectively report results to Operations Manager and key stakeholders when necessary.Lead Team: People Management·Support the Team Leader to effectively manage the performance of individuals in the team providing regular opportunities for feedback (both formal and informal) and ensure that performance management cycle is completed for each team member within set timelines·Conduct regular Team Meetings, containing Business and team updates, developmental opportunities and recognition of great performance/achievements·Promote two-way communication channels with an environment where all opinions count.
·Encourage team to share knowledge and best practice as well as encourage team to think from a customer perspective·Motivate and manage team to ensure delivery of outstanding, timely and First Time Right service delivery.
·Monitor team engagement to identify and address any potential issues·Train, Coach and Develop all team members in line with business objectives, departmental goals and individual development plans to maximise their potential·Manage day-to-day performance and behavioural issues absenteeism, attrition and disciplinary process.
·Champion change initiatives within team·Demonstrate a problem solving and a "can do" attitude promoting a culture which recognises and rewards a job well doneTechnical Support·Maintains functional peer relationships and detailed working knowledge of the Operation, organization, and business processes·Provide reports and analysis on KPIs to Operations Managers and key stakeholders ·Build and maintain effective dual working relationships with Operations Centres to ensure service delivery·Ensure that the team operates within defined control standardsYour ProfileSKILLS AND EXPERIENCERequired:·Proven experience in a similar role within the Credit and Lifestyle Protection business·Excellent Performance and People Management & Evaluation Skills·Experience of managing a team to work towards tight deadlines in a fast paced target driven environment·Proven ability to Coach/develop individuals and apply Learning Solutions·Experience in a Customer Service role putting the Customer first·Experience with delivering and analysing key performance metrics·Experience of TIA and other operations process applications such as Task manager, Open Print etc·Proficient in Microsoft officeDesirable:·Minimum leaving certificate or equivalent experience·High proficiency in Excel and other Microsoft applications·Detailed understanding of the technical aspects of insurance and the principles and practice of general insurance.
·Understanding of the regulatory framework in which we operate.·Good knowledge of operational policies processes procedures and systems·Awareness of Project Management methodologies.
·Experience in the insurance or Financial services industryAbout 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.
