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- Tasks: Manage systems and ensure seamless operation of membership services at AXA.
- Company: Join AXA, a global leader in insurance and financial services.
- Benefits: Flexible work arrangements, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact on member engagement and service delivery with innovative technology.
- Qualifications: Experience in contact centres, system management, and effective communication skills.
- Other info: Dynamic work environment with a focus on collaboration and continuous improvement.
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 & 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 . 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 and Configuration Manager in Glasgow employer: AXA Health
Contact Detail:
AXA Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Systems and Configuration Manager in Glasgow
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at AXA. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research AXA's values and recent projects. Show us how your skills align with their mission to support customers and improve services.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. The more comfortable you are talking about your experience, the better you'll shine during the real deal.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the AXA team!
We think you need these skills to ace Systems and Configuration Manager in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Systems and 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, don’t forget to mention any relevant tools you’ve used, like Genesis, Salesforce, or Verint. We love seeing candidates who are comfortable with tech!
Apply Through Our Website: We encourage you to apply directly through our website. It’s super easy! Just click on the ‘apply now’ button, log in or create a profile, and submit your application. We can’t wait to see what you bring to the table!
How to prepare for a job interview at AXA Health
✨Know Your Systems Inside Out
Make sure you have a solid understanding of the systems and tools mentioned in the job description, like telephony and digital messaging tools. Brush up on your knowledge of Genesis, Salesforce, or Verint, as these will likely come up during the interview.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples where you've successfully identified and resolved system issues. Highlight your experience with incident management and how you've contributed to minimising downtime in previous roles.
✨Demonstrate Your Collaborative Spirit
Since the role involves liaising between various teams, be ready to talk about how you've built strong relationships in past positions. Share examples of how effective communication has led to successful project outcomes.
✨Emphasise Continuous Improvement
Talk about your approach to driving continuous improvement in system performance. Discuss any initiatives you've led that resulted in increased efficiency or enhanced member satisfaction, showing that you're proactive about making things better.