Overview
Position summary :
* To succeed in this role, the Senior Program Manager must have strong program management skills in an international context and have already deployed a Contact Center as a Services (CcaaS) solution in several global entities.
* The Senior Program Manager is at the central team level and will work for our Strategic initiative called Next Generation Contact Center (NGCC). To fulfill its ambitions of delighting customers, strengthening omnichannel capabilities, and achieving cost-effectiveness, AXA Partners aims to define a new customer interaction management model for its assistance activities. This new model will elevate AXA Partners’ customer relationships to market standards.
* The initiatives planned aim at laying foundations for the future customer interaction management model and to deliver value. The role of Senior Program Manager will lead the implementation of the program by
* Coordinating the work and contributions of each country (more than 20 target geographies)
* Bringing the expertise, vision, and execution capability of the chosen CCaaS solution, particularly on business foundations (operating model, processes, …)
* Identifying advanced AI technologies deployable in our contact center to improve the overall customer experience and operational efficiency.
* Evolving in an international organization, with multiple stakeholders, orchestrating all workstreams through agility and rigor.
The job holder will have a strategic mindset coupled with execution capability, excellent organizational knowledge, and the ability to navigate complex, demanding and dynamic environments.
What you’ll be doing:
The following tasks require a high degree of organizational, leadership, and cross-cultural communication skills, as well as the ability to navigate complex and diverse operational landscapes.
* Lead the end-to-end implementation of Next Generation Contact Center program, from requirement gathering to post-implementation support.
* Be able to design or adapt the strategy of delivery if necessary, taking into account the operational and technological impacts and expected benefits
* Collaborate with cross-functional teams to identify and prioritize technology requirements based on business needs and customer expectations.
* Develop and maintain project plans, timelines, business plan and budget to ensure successful deployment of technologies within the contact center environment.
* Elaborate business cases to estimate the potential benefits and costs of the initiatives
* Lead and manage program to identify and address resistance to change through effective communication and change management strategies
* Proactively identify and assess risks associated with the program and develop mitigation plans to minimize potential impact.
* Provide regular updates to senior management on the progress of the Next Generation Contact Center program, including key milestones and achievements
* Facilitate decision-making processes by providing relevant data, analysis, and recommendations to key stakeholders
* Engaging with stakeholders at various levels within each country and initiatives to ensure their involvement, alignment, and support of the program's objectives and delivery
What you’ll bring:
The ideal candidate would possess strong leadership, communication, and analytical skills, as well as a proven track record of successfully driving innovative technology implementation, especially in the deployment of a CcaaS solution.
* Proven experience in program management, preferably in contact center or customer service environment.
* In-depth knowledge of innovative/ AI technologies and their applications in contact center operations, with specific expertise in telephony and monitoring of the operations
* Leadership/Communication: Inspiring and motivating stakeholders to achieve project objectives while fostering a positive and collaborative work environment, and excellent verbal and written communication skills to convey complex information to diverse audience
* Strategic thinking: Capacity to think critically and plan for long-term project success while considering broader organizational goals.
* Pragmatic delivering: Ability to efficiently carry out tasks or projects by adopting a practical, results-oriented approach that is adapted to the realities of the context.
Reporting to : Global Head of Digital Transformation
Location: Barcelona or Redhill
Type: Permanent
#LI
What we offer:
At AXA Partners, you will be part of a global organization committed to innovation and excellence. You will have the chance to shape a transformative project that will elevate customer interactions to new standards, leveraging the latest in cloud, AI, and automation technologies.
This role offers an exciting opportunity to work in a dynamic, international environment, leading impactful initiatives that make a real difference for millions of customers worldwide.
To apply, click on the ‘apply for this job’ 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, please send an email to AXA Partners Global HR Response - globalhr@partners.axa
Who we are:
We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.
Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)
#J-18808-Ljbffr