Operational Excellence Manager Ostrava

Operational Excellence Manager

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Operational Excellence Manager is responsible for the definition and implementation of operating model, processes, controls, platforms, transformation programs. It includes TOM (Target Operating Model) definition, platform requirements, governance setup, customer experience and quality of service targets, operational performance, productivity, and efficiency objectives.
**KEY RESPONSIBILITIES AND REQUIREMENTS**:
- Develop, maintain, and deliver Operational Excellence and Customer Experience Strategy in line with Company Goals (including Target Letter).
- Manage respective units including subordinate Managers, Supervisors and Senior Specialist.
- Monitor and proactively influence in her/his team employee engagement, motivation and retention as measured via Employee Pulse survey.
- Protecting Employers costs and ensuring smooth work organization
- Motivating employees to improve performance by fostering a culture of continuous improvement and innovation through effective leadership, being a role model, clear illustration of evidence, leading meetings and working closely with relevant departments/teams.
- Ensure proper performance management/leadership in responsibility to deliver customer value added via quality services and excellent customer experience.
- Development, implementation and creation of reports, dashboards and scorecards on operational performance, service quality, customer experience including benchmarks against industry standards or best practices in the cooperation with other company departments (especially with Operations Managers).
- Analyzing data to identify operational trends and opportunities for improvement (including proposing corrective actions).
- Developing and implementing new processes, procedures, systems establishing standards to streamline operations and improve customer experience and service/product quality.
- Leading projects aimed at improving operational efficiency, service, and product quality, reducing costs, and improving Customer Experience (excluding projects led by Project Management Office).
- Active participation and tasks delivery on the company projects led by Project Management Office
- Ensure all internal controls are implemented and compliant with Group standards and manage subsequent needed actions of the Company, in line with legal and internal regulations.
- Monitor Operations capabilities and develop plans to support the increase and improvement of Operations capacity. Ensure that the services provided to customers meet established standards and norms.
- Planning operational capacity and productivity. Identify operational problems and manage processes to ensure their resolution. Deliver regular reports and analyses of operational performance status.
- Business ownership and operational/clients system management, development, and administration.
- Manage and monitor the Customer Journey (including implementation of new product, or changes of the current ones, product´s launches and product lifecycle processes and KPI´s definition), high standards of the Quality and Customer experience.
- Communicate within Geography as well as the other AXA Partners departments to ensure Target Letter delivery and effective cooperation/problem solving.- Meet all requirements for the proper performance of work, set by the Company for the Company and notified by the Companys management, in the form of presentations, written notifications or other guidelines and instructions.
- Building and managing operational knowledge base including process documentation (including procedures), system knowledge. Acting as large losses and sensitive cases advisor.
- Actively report and communicate any potential risks and process inefficiencies to COO and propose the possible solution.
- Actively and regularly report on her/his tasks and area of responsibility to COO.
- As a key requirement in the above-mentioned area is fixed namely the capacity to fixe priorities of concrete tasks and further rational split of concrete tasks among team’s members.
- Assist in developing and delivering presentations for senior leaders.
- Act in accordance with AXA Partners values.
**Your Profile** SKILLS AND EXPERIENCE**:
- Min. 5+ years proven and successful track in Service Quality, Operational Excellence or Customer Experience.
- Proven senior level of management and leadership skills with ability to further develop and motivate operational teams and their confidence in the managerial and management skills.
- Stress resilience, strong communication and negotiation skills.
- Czech, or Polish native speaker with very good knowledge of English (verbal and written).
- Mature personality with business acumen proven in international environment.
- Achiever with strong strategical and goal orientation, action and result oriented, analytical mind-set.
- Ability to work in a matrix environment.
- Advanced MS Office knowledge (especially Excel, Powerpoint, Outlook, Teams)
- Project Management basics

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