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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 raising to delivery and any associated process documentation updates.
* Manage review and adjustment of process documentation resulting from process improvements or template changes.
* Oversee approval and publishing of all related process documentation.
* Update knowledge articles to ensure comprehensive operational practices.
* Ensure KPI and efficiency measures are in place.
* Lead Process Adherence initiatives.
* Lead the Process communities.
* Chair Governance Boards, including developing necessary inputs and outputs.
* Support onboarding of new entities and products to the process standards.
POSITION MISSION & MAIN ACTIVITIES
As a Global Process Owner (GPO), you will oversee our Service Level and Supplier Management Processes, contribute to ITIL knowledge, and foster a culture of knowledge sharing and continuous improvement:
* Monitor the lifecycle of processes to ensure they remain fit for purpose.
* Define, implement, schedule, and continuously improve processes.
* Collaborate with stakeholders, operational, and product teams to achieve key outcomes.
* Ensure effective use and understanding of the standard process framework, adopting a “Adopt and not Adapt” mindset.
* Own the roadmap and definition of releases with customers.
KEY ACTIVITIES
* Analyze process performance.
* Lead process design and improvement initiatives.
* Identify, propose, and implement improvements with stakeholders.
* Manage Silva (ServiceNow) enhancements and process documentation updates.
* Review and update process documentation.
* Oversee approval and publication of process documents.
* Update operational knowledge articles.
* Ensure KPIs and efficiency measures are in place.
* Lead Process Adherence initiatives and communities.
* Chair Governance Boards and support onboarding processes.
Your Profile
Experience:
* Experience with global IT Operational teams.
* Training delivery experience.
* Experience working remotely.
* Process ownership in multi-location/discipline teams.
* ITIL foundations certification or equivalent.
* 1-3 years in process design, measurement, and improvement within a global organization.
* Experience presenting to executive management.
* 3+ years working with ServiceNow.
* Understanding procurement processes for managing external suppliers.
Your Skills:
* Problem-solving skills.
* Knowledge of ITIL and Service Management practices.
* Quality management skills.
* Fluent English (spoken and written).
* Proficiency in MS Excel, PowerPoint, Word.
* Strong analytical skills and data-driven thinking.
Nice to Have:
* ServiceNow expertise, SLA understanding.
* Experience with Agile methods (Scrum, Kanban), Jira, UX, Design Thinking.
* Knowledge of CI methodologies like Lean or Six Sigma.
Soft Skills:
* Agility and quick learning ability.
* Collaborative mindset.
* Proactiveness and initiative-taking.
* Active listening and pragmatic thinking.
* Excellent communication, influencing, and persuasion skills.
* Attention to detail.
* Prioritization and planning skills.
* Stakeholder management abilities.
About AXA
AXA is a global insurance leader committed to human progress, with a diverse community of 153,000 employees across 54 countries, serving 105 million customers. We promote inclusion and diversity, fostering a respectful and supportive work environment.
About the Entity
AXA is transforming into a sustainable, tech-led company. Our Group Operations teams across 17 countries are key drivers of this change, leveraging technology, data, sourcing, security, and investments to innovate and improve efficiency.
We focus on Data Technology, Procurement & Sourcing, and Building High-Performing Global Teams to enhance customer experience, manage risks, and strengthen partnerships.
What We Offer
We value diversity and are committed to equal opportunities, creating an inclusive environment where all employees can thrive, grow, and make a difference in people's lives.
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