Job Overview
The Systems and Configuration Manager plays an essential role in ensuring the seamless operation and resilience of membership services by acting as a dedicated liaison between the operational teams and the Technology department. It involves managing the end-to-end systems incident resolution process, providing an escalation support to minimise downtime and operational impact across all contact channels. The role also includes operational oversight of system maintenance and system change management, ensuring that updates are implemented in alignment with the plan to minimise operational impacts. Additionally, the role supports contact centre transformation initiatives by contributing to the design and configuration of core contact delivery tools, ensuring that system setups are optimised to meet evolving member engagement needs and improve service delivery.
Key Responsibilities
* Build and maintain strong relationships with Technology, Transformation, and Operations teams to ensure aligned goals and proactive collaboration.
* Lead end-to-end incident management, including root cause analysis and post-incident reviews to enhance system resilience.
* Act as the Operational Application Owner for key Membership systems, driving continuous improvement for system performance and member satisfaction.
* Support platform maintenance and change initiatives, ensuring minimal disruption, security compliance, and strategic alignment.
* Oversee updates to contact channels like telephony and digital automation, integrating technology seamlessly to enhance member engagement.
* Identify opportunities for process automation, digital transformation, and operational efficiencies to reduce costs and improve service.
* Develop and maintain Business Continuity Plans for systems, ensuring readiness and resilience against operational risks.
* Monitor system performance and incident data to identify trends, support improvements, and inform strategic decisions.
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
* Strong knowledge of how contact centres and communication channels operate, including telephony and digital messaging tools, to support smooth and effective member interactions.
* Experience in leading efforts to quickly identify, resolve, and learn from system problems to keep services running smoothly and reduce disruptions.
* Experienced in the planning, testing and roll out of system updates and improvements with minimal impact on daily operations, ensuring services remain reliable and secure.
* Skilled in developing and regularly testing plans to ensure services can quickly recover from unexpected disruptions or system failures.
* Proven ability to identify opportunities to make processes more efficient and to support new ways of working through technology, automation and AI, experience using Genesis, Salesforce or Verint is preferred.
* Ability to build trusted relationships, communicating effectively with teams across operations, IT, Transformation and leadership to ensure everyone’s needs are understood and addressed.
Employment Conditions
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
Equal Opportunities
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.
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