Head of Performance

AXA Partners is seeking a Head of Performance to join the UK & Ireland Operations scope. This role is pivotal for enhancing the efficiency and quality of operations. Reporting directly to the COO this position is designed for a datadriven professional with strong communication skills who can work in a collaborative manner with all the departments within operations and the wider business such as finance sales and the AXA Partners Group .

The Head of Performance Management will be responsible for providing frameworks and KPIs to allow the correct monitoring of the operational and financial performance of AXA Partners. This individual will play a critical role within the team in defining implementing and monitoring key performance management concepts such as workforce management leading the cost containment develop in collaboration with the data team the OPs KPIs and oversee the performance on outsourcing & procurement.

You will be based in our Redhill office and work on a hybrid basis. We work a 35 hour week Monday to Friday 9am 5pm.

Key Responsibilities:

1. Workforce :

• Resource Planning: Analyse staffing needs to ensure adequate coverage for operations considering demand forecasts and required service levels
• Performance Monitoring and Analysis: Evaluate team performance by tracking key performance indicators (KPIs) to identify improvement opportunities and optimize operational efficiency.

2. Cost containment:

• Fraud Detection and Prevention: in collaboration with the Group implement and oversee processes to identify and prevent fraudulent activities including data analysis and monitoring to detect anomalies that may indicate fraud
• Leakage & Recoveries: Develop and execute testing and assessment for reducing leakages and recovering lost costs due to leakage or fraud including coordinating with relevant departments and stakeholders to ensure effective recovery efforts.

3. OPS Analytics including HUBs:

• Data Collection and Analysis: In collaboration with the DATA Team gather relevant data from various sources to calculate and analyse key performance indicators (KPIs) ensuring accuracy and consistency in the data used for reporting
• Reporting and Presentation: Create and present comprehensive reports on KPIs to stakeholders highlighting trends insights and actionable recommendations to support decisionmaking and performance improvement.

4. Procurement & Outsourcing:

• Supplier Evaluation and Selection: Assess and select suppliers or outsourcing partners based on criteria such as quality cost reliability and compliance with organizational standards
• Outsourcing Management: Develop and manage outsourcing partners ensuring adherence to terms and conditions and monitoring performance to achieve optimal value and efficiency.

• Demonstrable experience of lean process agile approach continuous improvement and services designed around need of the customer and/or agent
• Technical background
• Solid organizational skills including attention to detail and multitasking skills
• Strong analytical and strong organizational skills with excellent verbal and written ability
• Experience of leading and developing a team (direct or matrix) to achieve business outcomes
• Evidence of strategic planning analytical and execution skills with an ability to assess and communicate priorities and drive actions and delivery through others Proven ability to collaborate across multidisciplinary teams
• Understanding the motivation levers for key stakeholders based on benefits to be realized
• Accustomed to working with distributed teams including international teams
• Ability to challenge the status quo and apply a forwardthinking approach to deliver sustainable change
• Proven experience of budget management
• Experience of workforce planning and management

AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services travel insurance and credit protection.

AXA Partners role is also to implement innovative solutions emerging from the AXA Innovation unit.

Combining passion with advanced expertise we design and deliver worldwide solutions for partners and communities. We protect what matters when it matters.

By joining AXA Partners you will work in a responsible company which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyones skills whilst offering attractive and competitive compensation and opportunities for professional development and growth.

Additionally at AXA we work to make a real difference to people when amazing things happen and when we create opportunities for a better life the feeling of pride is extraordinary.

AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives by offering products and services which satisfy their needs in the areas of insurance personal protection saving and asset management. AXA is the leading insurance brand worldwide with over 100 million clients. We are transforming from payer to partner for our client with a strong focus on risk prevention.

Our mission: Empower people to live a better life.

Our values: Customer First Courage Integrity and One AXA.