Regional Service Excellence Manager

Experience level Expérimentés
Job details sector Santé

Job purpose:

Designs, leads and oversees the implementation of AXA Employee Benefits offering , service offering, market positioning and service performance.

Key Responsibilities:

  • Collect market insights about the competitive landscape in terms of products, servicing and overall offering through systematic analysis of market needs in order to identify potential threats and opportunities and develops marketing plan and activities accordingly.
  • Works across the whole organization to obtain insight, particularly working with the Sales Team and Account Management team.
  • Responsible for identifying and monitoring competitors, researching and introducing appropriate best practice from a diverse set of other competitor organizations into AXA.
  • Contributes to the development of products – in liaison with product and underwriting teams - and services, which could include policies, guidelines, learning content and new digital platforms, working with other functions.
  • Seeking to improve effectiveness and quality of business processes across customer / client facing EB functions, driving appropriate KPIs and specific actions to improve Service performance.
  • Driving training initiatives, which focus on Customer / Client Facing processes and systems, improve data quality and best practices through increased system knowledge amongst daily users. This includes, identifying reoccurring service failures, understanding the root causes, and implementing corrective actions.
  • Develop go-to-market strategies of service and product offerings in partnership with executive and leadership teams.

Minimum requirements of role:


  • Strategic thinking
  • Design thinking
  • Extensive knowledge of Healthcare Insurance
  • Extensive knowledge communicating/Marketing value added services & differentiation 
  • Customer experience
  • Digital strategies
  • Knowledge on competitive landscape
  • Process Improvement and project management



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 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

With a workforce of over 1,000 employees, 44 branches & retail shops region-wide, more than 1 million customers and 2015 gross written premium of over US$ 963 million, AXA is one of the largest international player in the GCC. Present in the region for more than 65 years, AXA in the Gulf offers a wide range of insurance products and services for corporate, SME and individual customers.
Our business is to protect people over the long term. We emphasis on designing reliable solutions to meet the needs of our customers, manage risks in a professional way, treat our partners fairly, develop a work environment built on strong values, relationship and trust
We also believe that we have a role to play in protecting the environment, supporting the communities in which we operate, and more broadly in helping to create stronger and more sustainable societies. This is part of creating a sustainable, long-term business, and becoming the preferred company for our customers, employees, and other stakeholders.
AXA Gulf has been awarded General Insurance Company of the Year for 2nd consecutive year and Health Insurance Company of the Year at the 2015 Middle East Insurance Industry Awards (MIIA), Insurer of the Year and Personal Lines insurer in 2016 at the MENA Insurance Awards and Best Motor Insurance Product by the Banker Middle East in both UAE & KSA.
As part of AXA’s corporate responsibility and its commitment to building better understanding about the health risks faced by individuals and the society, the company achieved a new Guinness world record for the most blood cholesterol readings in 8 hours at a single venue.
We are investing significantly in the Gulf region and we recognise the important role employees have in the success of our business.
We offer excellent opportunities for motivated and talented candidates whether at entry level or at c-suite level.
We value diversity and we encourage applicants of various backgrounds and nationalities to join our team.