Operations Manager

AXA SA Chicago , IL 60602

Posted 2 months ago

AXA Partners is AXA's global entity dedicated to co-building and distributing with partners simple, customer-centric and innovative solutions that combine insurance, assistance and other value-added services. We are a leading Health & Travel administrator and insurer in the US.

Reporting directly to the Director of Medical Operations, who oversees the Travel-Medical Operations Teams, as Operations Manager, you will work in conjunction with them to meet the company and client objectives while overseeing operational activities. You will lead three supervisors and manage a team of over 25 assistance coordinators for our travel assistance business in the US. You will work closely with our Account Management team to address client escalations pertaining to SLAs, inquiries, or process changes.

This position can be located anywhere in the US.

Other responsibilities include:

  • Providing on-call availability for escalation of urgent issues, providing managerial decision support after business hours where needed

  • Evaluating procedures and processes to establish continuous improvement culture, making improvement suggestions to address a variety of client and organizational needs

  • Analyzing information and evaluate data related to operational execution and present feedback as needed

  • Monitoring case execution metrics and inventory

  • Performing regular and periodic review of Standard Operating Procedures to ensure that this documentation is current and designed for optimum efficiency

  • Leading Root Cause Analysis work in conjunction with cross-functional or ad-hoc teams as needed

  • Monitoring budgets, compliance activities, contracts, and vendor relations for adherence to plan/expectations

  • Contributing feedback for budget planning and revenue explanations

  • Managing staff relations including performance management, eNPS, and conflict management

  • Supervising operational direct reports and execution of all End-to-End process and operations staff

  • Providing platform for growth and development of supervisory staff

  • Reviewing activity reports and other performance data to measure productivity and goal achievement

  • Ensuring appropriate staffing levels are maintained and team productivity goals are met

  • Addressing any coverage-related staffing gaps in conjunction with supervisory staff and Workforce Management

  • Being responsible for the overall direction, coordination, and evaluation of supervisory and front-line staff

  • Engaging in new business process design and implementation

  • Reviewing high-risk claims and execute Large Loss Review

  • Hosting client and vendor site visits

  • Preparing teams for Business Continuation Planning and regular audits

  • Coordinating with offshore governance as needed

  • Handling operation-specific projects and duties as business demand.

Your Profile


Technical/Functional Knowledge, Skills, and Abilities

  • Microsoft products at Intermediate-to-Advanced level: Word, Excel, PowerPoint, Outlook, Teams, SharePoint

  • Healthcare life cycle expert: from manifestation of illness or injury to final claim payment

  • Ability to mentor and develop supervisory and front-line employees through knowledge exchange and coaching.

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, youwill work in a responsible company, which offers a real culture of expertise& diversity. Our focus is on accelerating the development of everyone'sskills, whilst offering attractive and competitive compensation andopportunities for professional development and growth.

Additionally, atAXA, we work to make a real difference to people - when amazing things happenand when we create opportunities for a better life, the feeling of pride isextraordinary.

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Operations Manager