Outsourcing Operations Administrator

2 weeks ago

Redhill, United Kingdom Axa Full time

**Description**:
At AXA we share a common purpose; to act for human progress by protecting what matters. This makes it an exciting time to join us here at AXA Partners, with our significant investment planned to transform, deliver new digital services to our customers and streamline and automate our business processes. To help us build our capability, we are recruiting an **Outsourcing Operations Administrator**. This is an exciting new role that is a mixture of internal audit and operational performance management of our outsourcing suppliers. Part of your role will be the effective implementation and delivery of a range of services provided by our outsourcing providers including contact centre activities. Due to a wide portfolio of products requiring customer service and clinical professions to provide its services, you will need to be adaptable and versatile in order to deliver on these requirements. We operate a 24/7 service although you will work specific operating hours. Due to the importance of a healthy work-life balance though, flexible working hours are available to you. We are proud to be ONE AXA and working in partnership with all departments and overseas offices is essential to excellent service delivery to our customers and in order to ensure success and provide a unique customer experience. You will be involved in the **three key stages** of the Outsourcing process**:1) **Strategic intent and feasibility / due diligence - This is a key area to provide assurance that AXA are using the recognised, approved process to complete a feasibility study / due diligence in order to demonstrate that we operate within the AXA Commitment Framework **2) **Implementation and management - Contribute to the supplier selection process and assess whether the organisation has adequate and effective policies and procedures in place ahead of implementation. **3)** Contract management arrangements - Responsibility for ongoing performance management of the contract and auditing as appropriate. At AXA we’re 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. AXA are proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We’re very happy to offer **hybrid working** on a permanent basis, which is a split between **2 days at home** and **3 days in our Redhill offices in Surrey** to give you that extra work life balance. **What You'll Be Doing**:

- Manage the operational performance for Outsourcing contracts in order to ensure that performance is within the agreed service levels and KPIs.
- Be diligent and ensure that key business objectives are achieved with utilisation of management information across outsourced teams.
- Customer experience is always a core focus, so you will need to be one step ahead and support the development of service processes to ensure consistency across all practices and improve the internal and external customer experience.
- Implement auditing of key outsourcing contracts across multiple initiatives, undertaking benchmarking of supplier, contractor performance to drive overall improvements and prepare monthly monitoring for the evaluation of all outsourced contracts
- Be familiar with the contract clauses and ensure that the relevant 3rd party delivers as per the specific standards requirements of the contract
- To be successful in this role you will need to develop an effective operational relationship with our outsourcing partners
- Recommend for consideration by the Operations Manager any associated risks with 3rd party activity in order to align with AXA Risk committee
- Work with the Business Continuity Manager to ensure that any relevant 3rd party considerations have been appropriately factored in
- Because the customer journey is so important to us, you will need to a full understanding of the regulatory requirements that affect and impact our business with a specific focus on the complaints process which is designed to ensure the consistent resolution and delivery of fair customer outcomes. This is done by ensuring that we adhere to the required guidelines and proactively seek ways to improve the management of these processes

**Qualifications**:
**What You'll Need**:

- Have demonstrable experience of building reports and presentations utilizing MS Office tools (MS Excel, Power Point)
- Have a track record of delivering an excellent customer experience/s
- Have the ability to work well under pressure and towards tight deadlines
- Have sound commercial acumen
- Have proven experience as a team player, capable of operating effectively within a senior cross-team management function
- Be an excellent communicator, capable of communicating at all levels with internal and external stakeholders
- Have excellent planning and organisational skills
- Have the ability to demonstrate a highly professional work ethic
- Be good at managi

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