Regional Shared Services Vendor Manager recruitment

MAIN PURPOSE OF JOB

This is a multi-disciplinary role. The holder will be required to work closely with AXA’s chosen outsourcing partner(s) to ensure the successful delivery of operations services to regional AXA clients, plan and execute the transition of new scope and liase with internal business partners/process owners to zero impact on Business operations
Act as the deputy for the Regional Head Shared Services and support the evolution and expansion of operations shared services across the region for AXA

KEY ACCOUNTABILITIES

1. Relationship Management:

Maintain an effective governance structure with the SPC vendor
Responsible to manage the day to day relationship with the SPC vendor and vendor’s delivery team, and ensure a collaborative partnership is established from day 1, together with strong oversight
Responsible to ensure the smooth delivery of shared services to participating countries, and for the design, implementation and activation of all required business processes to support this new function
Ensure that the SPC oversight function integrates seamlessly with AXA’s Regional Customer Operations Governance function
Participate to various elements of the governance and take full responsibility for the running of monthly service review meetings, and oversee the running of weekly operational delivery meetings

2. Service Delivery and Performance Management:

Maintain an intimate working knowledge of the Master Service Agreement and Schedules which have been contractually agreed with the SPC vendor, and ensure their operationalisation from Day 1
Ensure best in class vendor management practices are implemented and maintained. Draw on the use of industry knowledge and experience as well as AXA Group best practice
Ensure an effective dispute resolution process is in place to deal with all issues efficiently and ensure outcomes that benefit both parties
Responsible for the set up of all required reporting and management information (KPIs Dashboards) to ensure successful performance management of the SPC vendor and assured delivery against contractual SLAs and KPIs, which meets business expectations

3. Financial and Risk Management:

Ensure appropriate Risk Mgt practices are established with the SPC vendor, as well as appropriate risk and audit reporting, in conjunction with AXA’s Audit and Compliance function
Ensure appropriate visibility is provided to country regulators as required such as OCI, MAS, CIRC etc together with Compliance
Implement and maintain strong financial management practices to ensure that expected benefits as per AXA’s approved business case are realised, such that leakage is minimised
Ensure mechanism in place to effectively implement financial incentives/penalties regime, invoicing and charge backs, price reviews, benchmarking etc

4. Transition and Change Management:

In conjunction with the Project Manager support the successful transition of processes (Voice and Non-Voice) on time, within budget, and according to specifications
Assist business units and Supplier in understanding the business impact of any migration outages. Develop contingency and risk mitigation plans for transition including early termination / back-out strategies
Facilitate business unit’s participation in Supplier(s) led transition activities and resolution of transition and issues and disputes
Set up and facilitate an appropriate change management structure with the SPC vendor to ensure the smooth delivery of all required change with the vendor (Projects/Contracts/Services/Process/Product etc)
Provide oversight to processes which have been migrated to ensure they are hitting service and savings targets. Step in to rectify service degradation if required. Ensure alignment of the Process models to the Transition approach

EXPERIENCE QUALIFICATIONS:

Strong background (at least 5 years of direct experience) in Business Process Outsourcing (BPO) / Shared Service vendor management, transition management, or service delivery management
In-depth knowledge of insurance (Life) operations strongly preferred, specifically, operation process, KPI and Governance
Excellent interpersonal, communication and influencing skills, excellent spoken English with Cantonese preferred
Excellent analytical and data interpretation skills
Demonstrated success at leading high performing teams and working as part of a matrix organization
Exceptional problem solving capabilities and use of judgment
Ability to work effectively in a distributed work environment/self starter

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