Stakeholder support & Operations Specialist (F/M)

Location 92-HAUTS-DE-SEINE, France
Experience level Experienced Hire
Job details sector Information Technology
Apply before Date not available

Job purpose


Part of this Business unit, we’re building the Digital Presence team in order to:

  • Effectively govern AXA Group’s large growing digital assets portfolio (all domain names, websites, mobile applications and social media pages used by AXA across the world)
  • Protect the Brand by discovering new digital activities on the Web, leading investigation and directing effective and rapid enforcement actions as soon as risks or threats are detected
  • Establish awareness and accountability for core business risks and processes link to the Digital Presence
  • Capture, control and report on digital risks at the AXA Group level
  • Demonstrate control and regulatory compliance
  • Provide standards & Policies to guarantee standardization and consistency across the Group
  • Drive engagement with AXA’s entities
  • Police AXA’s digital activity to ensure standards are met
  • Identify and recommend best practices to ensure continuous improvement in quality and relevance of the Digital Presence processes

Key responsibilities

  • Provide expertise and guidance for problems or questions around Digital standards, processes, organization and tools (e.g. Digital Permit application)
  • Establish and maintain strong relationships with Group & Local Digital Marketing, Security officer and Distribution teams across the organization
  • Provide second and third level support to high calibre stakeholders
  • Support first line team to resolve issues and act as a point of escalation for more challenging issues
  • Ensure that incidents are resolved in a timely manner to meet defined service level targets (SLA)
  • Document support procedures and keep them up-to-date
  • Guarantee completeness, accuracy and efficiency of the processes implemented for maintaining an inventory all domain names, websites, mobile applications and social media pages used by AXA across the world
  • Supervise discovery, investigation & enforcements activities
  • Identify opportunities to further improve department processes and systems, with a specific focus on quality, efficiency, responsiveness, and standardization of work
  • Contribute to projects especially for the specifications, testing and move-to-prod phases




Qualifications

Education
  • Bachelor degree in Computer Science, Engineering, or related field
Certification
  • ITIL Fundamentals
  • ITIL Service Operation
Overall work experience in the field
  • Experience in the technology field or related area > 5 years
  • Experience of working in large and matrix organizations > 5 years
  • Experience of working in a customer service department > 5 years
  • Experience of working in a multi-vendor and outsourced IT environment > 3 years
Skills / abilities
  • Customer service focus
  • Ability to adapt/respond to different types of characters   
  • Ability to multitask, prioritize and excel in a fast paced environment
  • Detail oriented with excellent technical, verbal and written communication skills
  • Facilitation, negotiation and conflict resolution skills
  • Apply analytical rigor to understand complex business scenarios
  • Strong problem solving abilities
  • Fluent in English 



Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life? Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.

In a fast-evolving world and with a presence in 64 countries, our 165,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 107 million customers.


To support our business strategy and digital transformation, AXA is building a new Group Information Security Practice to ensure a coordinated response to the increasing cyber security threat, enable risk decisions to be made consistently across the organization and establish sustainable security capabilities that are integrated with the business.
Our vision for Information Security is to ‘protect our stakeholders by securing our information assets, managing our cyber risk and enabling business strategies in an efficient and effective way, fully supported by executive leadership and underpinned by all AXA employees’.



At AXA, we lead a an HR policy that encourages diversity, maintains your  professional and private life balance and accelerates the skills and career development : promotion of diversity, remuneration policy, training device, ... Discover everything that makes AXA an employer of choice.
Whatever your job is, we strive to offer you career opportunities. Our goal is to develop your skills to support the transformation of our changing business.