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Global process management lead

Bristol (City of Bristol)
AXA
Manager
Posted: 25 June
Offer description

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One of AXA GO’s strategic priorities is to improve operational excellence and simplify how we operate. As a Global Process Owner (GPO), you will be responsible for overseeing our Service Level and Supplier Management Processes and contributing to our ITIL knowledge. Driving a culture of knowledge sharing and continual improvement in how we deliver for our customers globally:

* Monitoring the lifecycle of the process and ensuring that it is still fit for purpose and use.
* Responsible for the process definition, implementation, scheduling / execution, and continuous improvement.
* Collaborating closely with key stakeholders, operational and product teams. Supporting them in achieving key outcomes and developing a culture of innovation and improvement.
* Ensuring that the standard process framework is effectively used / understood in a mindset “Adopt and not Adapt”.
* Owning Roadmap and definition of releases with customers.

KEY ACTIVITIES

* Carry out analysis on performance of processes
* Coordinate and lead process design / improvement initiatives.
* Work closely with key stakeholders to identify, propose and implement improvement actions.
* Manage Silva (ServiceNow) enhancements for the processes, from initiation to delivery, including process documentation updates.
* Review and adjust process documentation resulting from improvements or template changes.
* Manage approval and publication of process documentation.
* Update or create knowledge articles to ensure comprehensive operational practices.
* Ensure KPIs and efficiency measures are in place.
* Lead Process Adherence initiatives and the Process communities.
* Chair Governance Boards, developing necessary inputs and outputs.
* Support onboarding of new entities and products to process standards.

POSITION MISSION & MAIN ACTIVITIES

As a Global Process Owner (GPO), you will oversee Service Level and Supplier Management Processes, contribute to ITIL knowledge, and promote a culture of knowledge sharing and continual improvement:

* Monitor process lifecycle and ensure fitness for purpose.
* Define, implement, schedule, and improve processes.
* Collaborate with stakeholders and support innovation.
* Promote understanding of the standard process framework.
* Manage release roadmaps with customers.

KEY ACTIVITIES

* Analyze process performance
* Lead process design and improvement initiatives
* Identify and implement improvement actions with stakeholders
* Manage Silva (ServiceNow) enhancements and documentation
* Review and update process documents
* Publish process documentation
* Update knowledge articles
* Ensure KPIs and efficiency measures
* Lead Process Adherence and community initiatives
* Chair Governance Boards
* Assist in onboarding new entities and products

Your Profile

Experience:

* Experience with global IT operational teams
* Training delivery experience
* Experience working remotely
* Process ownership in multi-location teams
* ITIL foundation certification
* 1-3 years in process design, measurement, and improvement
* Experience with ServiceNow (3+ years)
* Understanding procurement processes for external suppliers

Your Skills:

* Problem solving
* Knowledge of ITIL and Service Management practices
* Quality management
* Fluent in English
* Proficiency in MS Excel, PowerPoint, Word
* Analytical skills and data-driven thinking

Additional Skills (Plus):

* ServiceNow expertise, SLA understanding
* Agile methods (Scrum, Kanban, UX, Jira)
* Lean or Six Sigma methodologies

Soft Skills:

* Agility and quick learning
* Collaboration
* Proactiveness and initiative
* Active listening
* Pragmatic thinking
* Effective communication and influencing skills
* Attention to detail
* Prioritization and planning
* Stakeholder management

About AXA

AXA acts for human progress by protecting what matters. With 153,000 employees across 54 countries serving 105 million customers, we foster a culture of inclusion, diversity, and respect. Join us to grow your potential and make a difference in critical moments of people's lives.

About the Entity

AXA is transforming into a sustainable, tech-led company. Our Group Operations drive this change through technology, data, sourcing, security, and global collaboration across 17 countries, focusing on data technology, procurement, and high-performing teams.

What We Offer

We value diversity and inclusion, offering equal opportunities and a respectful work environment where all employees can thrive and innovate.

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