Account Manager

Job Purpose

Reporting to the Executive Account Manager or directly to the Market Head, the Account Manager acts as the Ambassador of AXA GO for the services and products delivered to an AXA Entity / Operating Company. The Account Manager is also the “Voice of the Customer” within GO. The Account Manager is the preferred point of contact for the Entity / Op Co for all elements of an E2E service including QoS, financial topics, security, risk, compliance, audit. The Account Manager will manage escalations from the Entity and communicate the GO strategy towards the Entity.

Responsibilities

(a) Acts as the primary point of contact for the Entities / Op Cos

• Builds strong relationships with key Entity contacts.
• Manages regular interactions with key stakeholders.
• Ensures teamwork & communication with Entity and provide pro-active information.
• Discuss/exchange/monitor with Product/Project/GSC teams before reverting back to Opcos, and speak as One voice.
• Supports the strategy implementation and Product adoption (e.g. to push 'mandatory' product (class 1)).
• Support the Entity on the GO organization and process to interact with right people and Supports GO to identify the right person on the Entity to contact.

(b) Takes accountability for the overall satisfaction, supporting the quality of all services, processes, products and programs delivered to the Entity

• Is the escalation point in case of QoS, delivery issues, timely managed and match contacts to needs.
• Participate in critical incident Meetings, and report to CIOs on severe incidents (overall communication and follow up).
• Ensures operational customer satisfaction (CSAT, regular feedback / exchange) with Entities.
• Accountable for the improvement plan, including CSAT action plan.
• Understands all risks operations (people, financial, operational and security) and helps to ensure all risks are managed/mitigated and the impact on the Business.

(c) Communicates GO strategy and any organizational / service changes towards the Entity

• Ensures GO Mandate (including the Engagement Model) is known, understood and applied by the Entity and deter any local deviation.
• Contributes to the Strategic Product roadmap and ensures progress is cascaded to Entities, Support preparation of CEO / CIO / COO talks.

(d) Ensures Financial transparency between GO and the Entity

• The Account Manager Supports GO Commercial Finance in preparation and presentation of the Finance Instance/Clearance meeting.
• Accountable for volume consolidation (including CESAME…), P*Q questions and charge cards validation.
• Work with PBP / GO Products to improve financial transparency and consistency towards entities coordination, in alignment with GO Finance.
• To secure GO revenue through contractualization (SoW) and PO requests and invoice collection for BAU NCF once SFL is validated by customer and GO.
• Works with GO finance and Products to secure GO revenue through billing and cash collection.
• Provide support, input, and checks for SFL consolidation and Charge Card (forecast process) updates (with close attention to SV/volume updates) align with GO Finance and GO Products, in timely manner.
• GO Markets lead Joint Saving Program with Entities.
• Supports Entities business case development.

(e) Ensures relevant governance is followed and follows up on actions

• Is accountable for transversal and Global Governance setup making the bridge with Products/Programs: effective and right quality (covering day to day delivery, QoS).
• Accountable for the contractual coverage monitoring and ensure the proper follow-up.
• Supports the local implementation of global product/processes/services/tools (inform of initiative output).
• Accountable for the monthly follow up of the financial flows (cost and volume) are complete and remediate gaps (Contract - PO - SOW - Invoicing - Payment - Licenses), align with GO Products and GO Finance.
• In collaboration with GO Products and Entities, assist in the initial cost proposal/SoW for projects. Facilitate the approval of the cost proposal. Be transparent on what is in scope or not.
• Manage, monitor, process and track all incoming engagement requests and queries, keeping the entity requestor updated of progress (silva Follow up).
• Ensures relevant reporting is available and shared with the Entity (service, audit and financial risk, global programs).

Profile and Qualifications

(a) Education background

• Strong IT background.
• Experience of working in a complex global Organization.
• Good understanding of Group Operations Governance.
• Good understanding of GO financial, project and product processes.

(b) Business and functional skills

• Very strong knowledge of GO strategy, Tech and Data roadmap, objectives, organization and constraints.
• Good understanding of insurance business needs/challenges of the Opco in the short and long term.
• Strong understanding of regulation and imperatives on Risk and Control, Legal and Governance, Compliance and Data Privacy regulations and rules.
• Strong understanding of financial management processes and budget management.
• Strong understanding of GO Operations activities and track record in project / program delivery.
• Excellent English communication level.

(c) Interpersonal skills

• Excellent communication skills, with the ability to build trustful relationships at all levels.
• Excellent listening and facilitation skills to manage conflicting interests with a constructive and transversal mindset.
• Capacity to speak up assertively and put good and bad messages on the table in the interest of the Group operations local legal entity, Group Operations or AXA Group.
• Ability to work in multi-cultural teams and achieving results in a matrix organization.

(d) Leadership skills

• Proven capacity to lead the change in a context of transformation to reach a higher level of simplification and efficiency.
• Capacity to take ownership towards concrete results with a hands-on and pragmatic attitude.
• Experience of managing and delivering continuous service improvements across an organization.
• High level of personal accountability and strong commitment.
• Ability to engage and inspire.

(e) Strategic vision

• Effectively communicates the GO vision & goals.
• Maintain a large angle/ high level perspective, align actions and contribute to overall organizational strategy enhancement including learnings from benchmarking activities and reviews.
• Understand and articulate the projected direction of the organization and how changes might impact the Organization.

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