Head of Digital Operations (AXA)

*Please note, this is a maternity cover role for 7 months. It is a part-time role of 2-3 days a week.*

As Head of Digital Operations (AXA) you are responsible for client management, service and operational provision for AXA. The focus of the role is to grow the work with AXA, build strong relationships and position HBSUK as the provider of choice. You will lead the delivery of all services to AXA, including the training and leadership of the operations team. You will empower and encourage teams by providing inspirational leadership and guidance, achieving excellent performance and driving a culture that puts patients and customers first.

This role will report to the Chief Operations Officer.

To be considered for the the role you will require the following:

Essential Criteria;

EDUCATION QUALIFICATIONS & TRAINING

Educated to Master's level
Management qualification

EXPERIENCE

Working in both the Health and Technology sectors
Working with multi-disciplinary teams, including consultants and contact centre agents
Leading the delivery of complex services
Proven change management capability
Supply chain management
Experience managing revenue and margin in line with budget

KNOWLEDGE AND SKILLS

Ability to lead on UAT and ensure design outputs meet design inputs
Project management
Ability to process map and develop processes internally and with clients
High level of IT proficiency
Analytical reasoning and ability to interrogate and analyse data

OTHER JOB RELATED REQUIREMENTS

Strong written English, with experience designing and presenting business cases, presentations and reports.
Strong and assertive, able to make difficult decisions
Exemplary inter-personal skills

Desirable;

EDUCATION QUALIFICATIONS & TRAINING

Educated to MBA level

EXPERIENCE

Speaking in public (at conferences, events, talk panels), maybe alongside clients

KNOWLEDGE & SKILLS

Commercial and contract knowledge, able to use with partners as well as in client contracts

Within this position, you will mainly be;

Business Growth: You will work with key client and internal stakeholders to maximise on growth opportunities with AXA. You will oversee HBSUK teams to deliver high margin, value added services and products to clients.
Project Management: You will coordinate the project and product releases, ensuring client buy-in and satisfaction. You will liaise with HBSUK product development and product management teams to ensure OTIF delivery to agreed timescales
Client Ambassador: You are responsible for all delivered service to AXA. You will work internally to ensure full alignment with client requirements (subject to commercial imperatives)
Product Deployment: You will work closely with clients and internal teams to identify product requirements and to liaise with Product management to capture such. You are the client champion and will justify requirements, create required business cases and provide justification for any requirements to be prioritised within technology and configuration roadmaps. You will ensure identified requirements (design inputs) are delivered as outputs and meet needs in full.
Gross Margin growth: You are responsible for the services gross margin contribution and will work with clinical, operations, contact centre and other internal functions to identify and out perform our target gross margins. This will include driving efficiency projects and innovative delivery methods.
Data Analytics and Management Information: You will analyse data outputs and work with business functions to identify and deliver continuous improvement. You will ensure client SLA and KPI's are met in full.
Operations Management: You will support and develop operational teams to deliver high quality outcomes as well as operating models to proactively plan for capacity changes and demand requirements. You are responsible for clinical operations teams specific to specialities adopted by AXA. You will work with the business to ensure these teams grow in line with business requirements
Partner Network: You will own relationships with providers delivering dedicated requirements to private clients. You will ensure we have adequate partner networks to support patient requirements and will track the performance of our network against agreed KPI's
Client Management: You will own the client relationship, ensuring all key stakeholders have the required interaction with their counterpart. Developing and deploying our account management structure.
Governance: You will ensure processes and policies are in place to manage all operational pathways. You will ensure the clients governance requirements, such as cyber security and operational resilience, are all completed OTIF with exemplary outcomes. You are responsible for risk plans relating to private clients.

We are dedicated to promoting equality of opportunity for all employees and job applicants. In line with the Equality Act 2010, we strive to create and maintain a working environment in which everyone is able to make the best use of their skills, free from discrimination or harassment, and in which all choices are based on merit. No person is subjected to any less favourable treatment on any discriminatory grounds on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy and maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

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Head of Digital Operations (AXA) - Maternity Cover

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