Are you a strategic leader with a passion for operational excellence and customer-first mindset? Do you thrive in fast-paced, complex environments where your leadership shapes the future of a dynamic organization? We're seeking a visionary Chief Operating Officer (COO) to oversee our UK & Ireland operations, steering a high-performing team to deliver exceptional service across multiple product lines while transforming our operational capabilities.
Responsibilities
* Developing and executing a clear vision and strategy for UK & Ireland operations that aligns with global objectives and local market needs.
* Leading transformation projects, including automation, AI, and workforce management initiatives, ensuring change is embedded and benefits are realized.
* Driving exceptional customer service standards across all channels, monitoring quality, complaints, and customer satisfaction scores.
* Managing a large, multi-site contact center operation, including out-of-hours activities, ensuring optimal staffing, performance, and employee engagement.
* Overseeing operational support functions like workforce planning, training, internal controls, and business continuity.
* Ensuring compliance with all regulatory requirements, including Consumer Duty, SM&CR, and IDD, fostering a culture of integrity and accountability.
* Building a high-performance, engaged team by setting clear expectations, nurturing talent, and creating a positive, inclusive work environment.
* Managing costs effectively while maintaining high service standards, driving continuous improvement initiatives.
* Collaborating with stakeholders across the business-local and global-to deliver seamless customer experiences and operational excellence.
Qualifications
* Proven Leadership: Extensive experience leading large, multi-product contact centres, with a track record of inspiring and developing high-performing teams.
* Customer Focus: Deep understanding of customer needs in demanding environments, with a passion for delivering outstanding service.
* Transformation Expertise: Skilled in leading change, automation, and technological innovations like RPA, AI, and digital tools to improve operations.
* Strategic & Data-Driven: Strong strategic thinker with excellent analytical skills, able to leverage data to inform decisions and optimize performance.
* Regulatory Knowledge: Familiarity with UK & Ireland regulatory frameworks, including Consumer Duty, SM&CR, and IDD, with a commitment to compliance and ethical standards.
* Financial Acumen: Solid understanding of P&L management, cost control, and commercial negotiations.
* Technological Savvy: Awareness of automation solutions, digital transformation, and off-shoring governance.
* Communication Skills: Exceptional ability to engage, influence, and present to senior management, clients, and teams at all levels.
* Resilience & Adaptability: High energy, resilience, and agility to navigate changing priorities and complex challenges.
* Inclusive Mindset: Commitment to fostering an inclusive culture where diversity is valued and everyone can thrive.
At AXA Partners, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that.
Benefits
* Competitive Salary Package
* 30 days of Annual Leave (based on a 5 day week)
* Private Healthcare Scheme
* Retail Discounts
* Company Shareplan /Scheme & Loan
* Cycle2Work Scheme
* Discounted Home Insurance
* Employee Assistance Scheme
* Dr@Hand
* Discounted Gym Membership
* Free Financial Education/Pension Seminars
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
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