Team Leader - Brussels, België - AXA Partners

Beschrijving

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.

The Team Leader:

• 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 :

• Monitoring of the day-to-day to correctly allocate tasks to Customer Care Advisors
• Ensure that all Customer Care Advisors have access to all the tools and are able to apply defined processes and procedures within pre-defined quality standards
• Provide to the management a clear and accurate reporting of team activities on a daily basis and weekly partner meetings
• Take all necessary actions to achieve the defined KPI's and SLA's
• In case of a high workload, assist the team by participating in operational tasks
• Participate in the recruitment and onboarding of new employees in collaboration with the QA & Training Expert and HR
• Manage absenteeism and back to the office in collaboration with Planning and Monitoring Expert and HR
• Ensure that key competencies are present within the team in collaboration with the Customer Care Expert and QA & Training Expert to provide excellent service to our clients
• Conduct coaching meetings in collaboration with the Planning & Monitoring Expert
• Organize performance check-in meetings and conduct year-end reviews
• Participate in stand up meetings with the operational management and weekly partner meetings

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 and liaise with the Planning & Monitoring Expert 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 in close collaboration with the Planning & Monitoring Expert

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

Managerial skills
- Transformation & execution leadership
- Empowering team members

Behavioural skills
- Decision & execution
- Influence & conciliation
- Customer centricity
- Listening & communicating
- Empathy

Technical skills
- Assistance knowledge
- Coaching
- Customer needs analysis
- Performance tracking
- Analytical reasoning

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.

Join a company that helps protect the forests At AXA Partners, we plant a tree for every new recruit (with a permanent contract).

Onboarding, Innovation, Check-In, Execution, Employee Engagement, Customer Experience, Business, Monitors, Coaching, Customer Service, Back Office, Customer Oriented, Projects, Monitoring, Training, Productivity, Planning, Listening skills, Coordination, Communication, VOS, Liasion duties, Quality Control, Leadership, Recruitment, Management, Reporting, Operations, KPI, Motivate Employees, Service, Behavioural Skills, Management, Quality assurance, Communication, Skills Development, Customer Service