At a Glance
- Tasks: Lead and optimise live contact centre operations for exceptional customer service.
- Company: Join AXA, a global leader in insurance and financial services.
- Benefits: Flexible work arrangements, competitive salary, and opportunities for professional growth.
- Other info: Be part of a culture that values innovation and continuous improvement.
- Why this job: Make a real impact in a dynamic environment while enhancing customer experiences.
- Qualifications: Experience in contact centre operations and strong leadership skills required.
The predicted salary is between 50000 - 60000 £ 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
We have an opportunity for a Live Operations Planning Manager to join our team at AXA Health. You’ll play a key role in the strategic and operational management of AXA’s live contact centre activities. Responsible for ensuring exceptional customer service, this role involves leading proactive, real‑time monitoring of performance using data and analytics to make swift, informed decisions. You’ll effectively manage demand fluctuations, system disruptions, and agent availability ensuring the contact centre runs smoothly and efficiently at all times.
Key Responsibilities
- Lead the strategic deployment and execution of the in‑day contact centre plan across all channels, aligning with business objectives.
- Collaborate with operational teams and senior stakeholders to optimise resource deployment and adapt to demand fluctuations.
- Monitor real‑time performance using analytics, making swift decisions to adjust capacity and maintain service levels.
- Develop and improve operational playbooks, ensuring readiness for daily and exceptional operational scenarios.
- Manage demand stimulation, incident response, and contingency plans to ensure operational resilience and swift issue resolution.
- Drive resource management initiatives, including cross‑skilling and dynamic staffing, to handle demand surges effectively.
- Provide performance insights and strategic recommendations to leadership, supporting continuous improvement.
- Foster a culture of operational excellence through innovation, technology adoption, and continuous process refinement.
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
- Previous experience in contact centre operations, demand forecasting, and capacity planning within high‑volume, multi‑channel environments.
- Proven leadership in managing real‑time operations, influencing senior stakeholders, and driving operational excellence in dynamic settings.
- Expertise in leveraging real‑time data, dashboards, and analytics tools to monitor performance, identify issues, and optimise capacity.
- Strong background in incident management, business continuity, and operational resilience, with the ability to lead crisis response efforts.
- Deep knowledge of workforce management systems (e.g., Verint, Genesys, Salesforce, Anaplan) and automation tools to enhance operational efficiency.
- Experience in leading change initiatives, supporting digital transformation, and fostering a culture of continuous improvement and innovation.
- Excellent communication skills, with the ability to articulate insights clearly and build strategic relationships across teams and senior leadership.
- Industry‑specific experience (e.g., health, insurance, finance) is desirable, demonstrating understanding of regulated environments and compliance.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom. 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.
Live Operations Planning Manager in Bristol employer: Health-on-Line Company UK Limited
At AXA, we pride ourselves on being an exceptional employer, offering a dynamic work culture that prioritises employee well-being and professional growth. As a Live Operations Planning Manager, you'll benefit from flexible working arrangements, a commitment to innovation, and opportunities for continuous improvement within a supportive team environment. Join us in our mission to provide outstanding service while enjoying the unique advantages of working for a global leader in insurance and financial services.
Contact Details:
Health-on-Line Company UK Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Live Operations Planning Manager in Bristol
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Health-on-Line Company UK Limited. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Live Operations Planning Manager in Bristol
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Health-on-Line Company UK Limited.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Health-on-Line Company UK Limited's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Health-on-Line Company UK Limited
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Health-on-Line Company UK Limited.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Health-on-Line Company UK Limited will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Health-on-Line Company UK Limited employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
