POSITION DETAILS
Position Title: Global Head of Travel Operations Hubs
Department: Global Operations
Reports to: Global COO
Location: Paris, Redhill/London, Barcelona or Brussels
POSITION SUMMARY
In a twofold context of significant business growth of our Travel business line in the coming years and required transformation of our operating model for all our Travel operations at global level, AXA Partners is opening a new position of Global Head of Travel Operations Hubs. This position will cover both the Steering of run delivery activities and transformation of the travel hubs processes to enable efficiency and collaboration when dealing with multi-country contracts.
DIMENSIONS OF ROLE
High-level summary of the scope and scale of the role
The Global Head of Travel Operations Hubs will lead the delivery of our Travel business operations (front and back-office) by our network of hubs around the world (a “hub” is a centre in charge of delivering business operations for multiple countries from one single location).
The Global Head of Travel Operations Hubs will manage end-to-end operations, covering cross country deals in various languages with a team of 1 000 FTEs.
Reporting directly to the COO of AXA Partners, the Global Head of Travel Operations Hubs will be instrumental in achieving operational excellence, ensuring efficient service delivery, and supporting the growth of our Travel business.
KEY RESPONSIBILITIES
Design of the target Hubs operating model:
• Plan
·Contribute to the operational transformation roadmap and related business case
• Transform
·Coordinate the hubs transformation initiatives in terms of technology, HR and legal/compliance/tax considerations
Steering of Run delivery activities:
• Strategic Planning
·Contribute to the definition and execution of the overall global Travel operations strategy, aligned with the broader business objectives of AXA Partners.
·Identify and evaluate potential operational opportunities and risks, providing recommendations to the COO and executive team.
• Hub Network Management
·Establish and maintain strong relationships with local business entities to ensure effective collaboration and alignment of operational objectives
·Coordinate and manage the allocation of resources and workload across the hubs to optimize capacity utilization and minimize costs.
·Develop and implement standardized operating procedures and best practices to ensure consistency and efficiency across the global hubs network
·Manage a team of hubs managers to meet key performance targets
• Reporting
·Provide regular updates and reports to main stakeholders (COO, local CEOs, Head of regions, clients …)
·Analyse data and trends to support decision-making and continuous improvement initiatives
• Financial management
·Oversee budgeting, resource allocation, and financial performance of all hubs
·Manage cost control initiatives and ensure efficient use of resources without compromising service quality
• Talent Development
·Recruit, develop, and retain a high-performing team of operational leaders and staff across the hubs
• Operational Excellence, in collaboration with OPEX and performance management Team
·Oversee the day-to-day operations of the hubs, ensuring adherence to service level agreements (SLAs) and compliance with regulatory requirements.
·Monitor and analyse operational performance metrics to identify areas for improvement and drive continuous process optimization
·Under the leadership of the OPEX and Performance management department, contribute to the design and implementation of robust operational strategies and processes to optimize customer experience, productivity, and quality across all hubs.
• Technology and Innovation, in collaboration with Transformation Team
·Leverage technology to drive operational efficiency and improve service delivery
·Under the leadership of the Transformation team, contribute to the exploration and implementation of innovative solutions to enhance customer experience and stay ahead of industry trends.
Su Perfil
·Deep understanding of customer service best practices. Knowledge of the Assistance business and/or the Mobility/Travel ecosystem is a plus.
·International background
·Strong analytical and problem-solving skills
·Excellent communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels.
·Fluency in English is essential, and proficiency in additional languages (Spanish, French, German) is a plus.
·Minimum 10 years of experience in a senior operations leadership role within a global organization
·Proven track record in delivering and managing multi-location operations, preferably in a service or assistance-related industry
·Strong leadership and team management skills.
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