At a Glance
- Tasks: Manage systems and ensure seamless operation of membership services while collaborating with various teams.
- Company: Join AXA, a global leader in insurance and financial services dedicated to customer protection.
- Benefits: Flexible work arrangements, competitive salary, and opportunities for professional growth.
- Other info: Be part of a supportive team that values innovation and continuous improvement.
- Why this job: Make a real impact on member engagement and service delivery in a dynamic environment.
- Qualifications: Experience in contact centres, system management, and strong communication skills required.
The predicted salary is between 50000 - 65000 £ per year.
About AXA: AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence. AXA Health supports members to put their health first, from individuals to huge corporates, with fast access to diagnosis and treatment when they need it.
Job overview: The Systems and Configuration Manager plays an essential role in ensuring the seamless operation and resilience of membership services by acting as a dedicated liaison between the operational teams and the Technology department. It involves managing the end-to-end systems incident resolution process, providing escalation support to minimise downtime and operational impact across all contact channels. The role also includes operational oversight of system maintenance and system change management, ensuring that updates are implemented in alignment with the plan to minimise operational impacts. Additionally, the role supports contact centre transformation initiatives by contributing to the design and configuration of core contact delivery tools, ensuring that system setups are optimised to meet evolving member engagement needs and improve service delivery.
Key responsibilities:
- Build and maintain strong relationships with Technology, Transformation, and Operations teams to ensure aligned goals and proactive collaboration.
- Lead end-to-end incident management, including root cause analysis and post-incident reviews to enhance system resilience.
- Act as the Operational Application Owner for key Membership systems, driving continuous improvement for system performance and member satisfaction.
- Support platform maintenance and change initiatives, ensuring minimal disruption, security compliance, and strategic alignment.
- Oversee updates to contact channels like telephony and digital automation, integrating technology seamlessly to enhance member engagement.
- Identify opportunities for process automation, digital transformation, and operational efficiencies to reduce costs and improve service.
- Develop and maintain Business Continuity Plans for systems, ensuring readiness and resilience against operational risks.
- Monitor system performance and incident data to identify trends, support improvements, and inform strategic decisions.
Work arrangements: At AXA we work smart, 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. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events.
Your skills & experience:
- Strong knowledge of how contact centres and communication channels operate, including telephony and digital messaging tools, to support smooth and effective member interactions.
- Experience in leading efforts to quickly identify, resolve, and learn from system problems to keep services running smoothly and reduce disruptions.
- Experienced in the planning, testing and roll out of system updates and improvements with minimal impact on daily operations, ensuring services remain reliable and secure.
- Skilled in developing and regularly testing plans to ensure services can quickly recover from unexpected disruptions or system failures.
- Proven ability to identify opportunities to make processes more efficient and to support new ways of working through technology, automation and AI; experience using Genesis, Salesforce or Verint is preferred.
- Ability to build trusted relationships, communicating effectively with teams across operations, IT, Transformation and leadership to ensure everyone’s needs are understood and addressed.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
How to apply: To apply, click on the ‘apply now’ 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, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to sophie.2.guest@axa-uk.co.uk. We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.
Systems & Configuration Manager employer: AXA Group
AXA is an exceptional employer that prioritises employee well-being and professional growth, offering a flexible hybrid work model that empowers staff to balance their personal and professional lives effectively. With a strong focus on collaboration and innovation, employees in the Systems & Configuration Manager role will thrive in a supportive environment that encourages continuous improvement and the integration of cutting-edge technology to enhance member services. Additionally, AXA's commitment to diversity and inclusion ensures that all employees feel valued and have access to resources that promote their success.
StudySmarter Expert Advice🤫
We think this is how you could land Systems & Configuration Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at AXA on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by understanding AXA's mission and values. We should be ready to discuss how our skills align with their goals, especially in enhancing member engagement and operational efficiency.
✨Tip Number 3
Show off our problem-solving skills! Be ready to share examples of how we've tackled system issues in the past. Highlighting our experience with incident management will definitely catch their attention.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can tailor our CV and cover letter to match what AXA is looking for.
We think you need these skills to ace Systems & Configuration Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Systems & Configuration Manager role. Highlight your experience with contact centres, incident management, and system updates to catch our eye!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for AXA. Share specific examples of how you've improved system performance or enhanced member engagement in previous roles.
Showcase Your Tech Savvy:Since this role involves working closely with technology, mention any relevant tools or platforms you've used, like Genesis, Salesforce, or Verint. We love seeing candidates who are comfortable with tech!
Apply Through Our Website:Don't forget to apply through our website! It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, we can’t wait to see what you bring to the table!
How to prepare for a job interview at AXA Group
✨Know Your Systems Inside Out
Make sure you have a solid understanding of the systems and tools mentioned in the job description, like Genesis, Salesforce, or Verint. Brush up on how contact centres operate and be ready to discuss how you can enhance system performance and member satisfaction.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully managed incidents in the past. Be ready to explain your approach to root cause analysis and how you’ve implemented changes to prevent future issues. This will demonstrate your ability to keep services running smoothly.
✨Build Relationships with Confidence
Since the role involves liaising between various teams, think about how you can showcase your relationship-building skills. Prepare anecdotes that highlight your experience in collaborating with IT, Operations, and Transformation teams to achieve common goals.
✨Emphasise Continuous Improvement
Be prepared to discuss how you've identified opportunities for process automation and operational efficiencies in your previous roles. Highlight any specific initiatives you've led that resulted in improved service delivery or reduced costs, as this aligns perfectly with the job's focus.
