Job Description
Position Summary To provide essential support for the Head of Networks and the Network Management Team including responsibility for network partner relationships. This role will be a point of contact for the Network Team, other internal teams, external providers as well as providing general administrative, and MI support. Dimensions of Role AXA Assistance is an international network providing value-added services for corporate and individual clients. Reporting to the AXA Group France, we have offices in over 30 countries covering five continents with a workforce of more than 4500. AXA Partners incorporates a separate insurance Company – Inter Partner Partners – that provides underwriting to certain contracts. Network & Schemes ROI & NI Approved Home Repair Scheme Motor Breakdown Scheme Emergency Home Assistance Scheme AXA Assistance Roadside Technicians (Dublin based) Responsibilities Responsibility for 3rd party network relationships, in ROI and NI, and managing their delivery of services including adherence to agreed contracts and rates. It is envisaged that this will require availability for travel to their places of business. To manage the performance of providers with active engagement, audit reviews, provision of regular management information, delivery of feedback so that appropriate follow-up activity can be tracked and carried out. Ensure compliance by the Providers with regulatory requirements whilst ensuring a high level of customer satisfaction with the service. To support the General Manager and the Contact Centre Manager in the day-to-day operations as instructed by Head of Networks. To be a point of contact for the internal teams in matters of Provider availability, performance, claims costs and complaint guidance. Diligently tracking areas for improvement and managing the process to ensure successful outcomes. Ensure a contact (Hybrid model) programme is in place for assigned network Providers. Review customer feedback and where necessary take remedial action under the guidance of the Head of Networks. To work closely with the network management support team for the delivery of MI and related tasks. To support the Network Director & Group networks team for ad hoc projects and initiatives. Adherence always to any regulatory requirements that apply to AXA Assistance Ireland and UK. In the course of your duties, you are required to always consider the needs of the customer and how best you can serve them, for example always having regard to our requirements to treat our customers fairly. You must adhere to all internal policies and procedures. You must at all times act in the best interests and consider the broader impact of your decisions on the company as a whole. Your Profile Essential Criteria Manage and deal with change. A track record of delivering results. A team player, proven ability to work across boundaries. Excellent oral, written and numerical skills – comfortable presenting internally and externally. Full Irish driving licence. Good planning and organisational skills. Innovative, able to think outside the box. Drive and commitment to get the job done. Ability to deliver and interpret complex management information. Desirable Criteria Proven experience of managing & working with external service providers. Ability to carry technical assessment of construction issues relating to repairs. Exposure / experience of network management systems (ie APEX, mapping software). Understanding of the quality and financial aspects of the agreements entered into with Service Providers. Experience in the provision and management of technical repairs in the motor and/or the building industry. Knowledge of the regulatory environment for service providers. Experience of delivery and interpretation of statistical information. A good competency level and effective understanding of using standard software packages, including Word and Excel. CIP qualified or undertaking a course of study working towards CIP accreditation. About AXA 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. About the Entity 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. What We Offer 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 everyone’s 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. #J-18808-Ljbffr