Healthcare Team Leader
il y a 4 semaines
The mission of our company is to be a solid and reliable healthcare partner for our clients. We use all our professionalism to guide our customers in the best possible way so that they can face their hospitalisation or care in general without any worries. This in the context of hospitalisation insurance, insurance for outpatient costs or serious illnesses, as well as when offering additional health-related services.
Customer orientation is our DNA and our availability and willingness to listen ensure tailor-made assistance.
**DIMENSIONS OF ROLE**
- Supervises, coordinates and coaches an Operations team in charge of providing support to customers for AXA Partners business lines.
- Ensures the team delivers customer excellence whilst contributing to employees' professional development and ensure team’s technical and commercial excellence is in line with AXA Partners strategy & commitments.
- Ensures optimal productivity and compliance with Service Level Agreements (SLA) and company procedures.
- Monitors achievement of the team and secures that team is aware of KPI’s and SLA’s results
- Actively participates in projects (innovation, new client, transformation, )
**KEY RESPONSIBILITIES**
Manage and participate in the daily activity of the team:
- Accompany employees to manage files / cases optimally for which they are responsible
- Have oversight of activity monitoring to correctly allocate staff to tasks
- Take all necessary actions to achieve the defined KPI’s and SLA’s
- Ensure the customer is at the heart of each action and decision
- Ensure that employees have the correct tools and that processes and procedures are followed
- Provide management with clear and accurate reporting of team activities
- Take “on the job” decisions in cases to ensure a proper follow up of the customer’s assistance case
- In case of a high workload of the support team, assist the team by participating in operational tasks
- On request, participate in the recruitment of new employees
- Manage absenteeism
Act as a coach: coordinate, support and motivate team members:
- Create a stimulating work environment by promoting open communication
- Ensure and improve employee engagement and customer experience
- Animate, follow and accompany the employees individually and collectively
- Accompany employees' skills development: ensure that key competencies are present within the team to provide excellent service to the client
- Maintain an updated technical knowledge (products, processes, tools ) within the team
- Give regular feedback and conduct monthly coaching meetings
- Define the objectives to be achieved and clearly communicate the expectations
- Organize check-in meetings and conduct year-end reviews
Participate in activity evolution and improvement:
- Be a change agent
- Help employees to improve their relationship with customers through the different channels (phone, mail,...) and the files / cases handled by the employees
- Promote a change and continuous improvement mindset within the team
**Your Profile**
**Managerial skills**
- Transformation & execution leadership (Level 3)
- Empowering team members (Level 4)
**Behavioural skills**
- Decision & execution (Level 3)
- Influence & conciliation (Level 3)
- Customer centricity (Level 4)
- Listening & communicating (Level 4)
- Empathy (Level 4)
**Technical skills**
- Assistance knowledge (Level 4)
- Coaching (Level 4)
- Customer needs analysis (Level 4)
- Performance tracking (Level 4)
- Analytical reasoning (Level 2)
LI-BE
**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.
Our mission is to help our Corporate clients to enrich their customers’ experience, with more than 9,000 employees at their service anywhere, anytime.
**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 bett
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