Asia Executive Account Manager

Job Purpose

Reporting directly to the AAL Market Head, the Asia Executive Account Manager is the preferred point of contact to support and guide all entities in Asia served by AXA GO.

You will:

1. Manage strategic alignment and highly complex topics facing the entities
2. Drive partnership activities at C Level throughout Group Operations and Operating Companies within your scope with potential conflicting priorities between AXA GO and Entities
3. Have access to and manage highly sensitive information
4. Communicate the GO strategy and any organizational or service changes towards the Entity to contribute to strategic alignment
5. Have a very good understanding of the Entity/OpCo IT strategy and can guide and influence the CxO to ensure the strategy is aligned with the group ambitions
6. Act as Ambassadors of AXA GO, support the Market and its management, deputies for the Market Head when required and are responsible for representing the voice of the customer within GO
7. Take accountability for the overall satisfaction, supporting the quality of all services, processes, products, and programs delivered to the Entity
8. Ensure strong collaboration within GO & with Entities, respond to demands and expectations, and guarantee the delivery of partnership KPIs aligned with the GO engagement mission statement
9. Promote product value and foster product adoption, encourage simplification and standardization, and provide transparent communication to ultimately improve customer satisfaction
10. Contribute to the product lifecycle in a local context
11. Ensure financial transparency between GO and the Entity
12. Be accountable for managing governance activities, senior stakeholder management, meeting budget targets, and overseeing their GO Market team
13. Ensure relevant governance is organized and follows up on actions
14. Be accountable for transforming the organization by implementing GO TOM frameworks, including Engagement Framework
15. Deal with a dynamic environment having multiple, simultaneous multi-year projects and deadlines like TDO Strategy implementation
16. Manage a number of Account Managers and other Market roles

Responsibilities

(a) Act as the preferred point of contact for the Entities / OpCos:

1. Build strong relationships with key Entity contacts, including C Level, and manage regular interactions with key senior stakeholders including CIO & COO
2. Ensure teamwork & communication with Entity and provide pro-active information
3. Provide oversight of relevant GO Divisions / teams before reverting to Opcos, and speaking as One voice
4. Support the GO Tech, Data, Ops and Security strategy implementation and Product adoption (e.g., to apply the proper product adoption governance/process and deliver Class 1&2 product adoption.)
5. Support the Entity and, within the GO organization, interact with the right people to connect to a topic/deliverable
6. Ensure a close relationship management with Product teams, GSO, GCIO, CSO and support functions in order to relay information from GO to Entities and vice versa
7. Ensure customer requirements are collected as to suggest product improvements and reflected into the product roadmap
8. Ensure value of Global products is well understood by Entities
9. Ensure the proper deployment of the engagement Framework across Entities in his/her scope in synchronization with other Executive Account Managers / Account Managers
10. Collaborate with other Executive Account Managers and Account Managers to share best practices and ensure consistency in approach across different Entities/OpCos

(b) Take accountability for the overall satisfaction, supporting the quality of all services, processes, products, and programs delivered to the Entity:

1. Are the executive escalation points in case of QoS, delivery issues, timely managed and match contacts to needs
2. Participate in critical incident Meetings, and report to CIO's on severe incidents (overall communication and follow up)
3. Ensure operational customer satisfaction (CSAT, regular feedback exchange,…) with the Entities
4. Work with internal teams to continuously improve the quality of services, processes, products, and programs delivered to the Entity/OpCo and are accountable for the improvement plan, including CSAT action plan
5. Understand Entities operational risks (e.g., people, financial, operational, compliance, legal, procurement, security, …) and help to ensure risks impacting the business are managed/mitigated
6. Understand overall dependencies and logic between GO products, programs, required architecture and implementation into entity context – balance between standardization and local needs
7. Manage the internal GO complexity, managing cross products challenges and escalations, and protects the Entity from it

(c) Communicates GO strategy and any organizational / service changes towards the Entity:

1. Ensure GO Mandate (including the GO global operating model) is known, understood, and applied by the Entity and deter any local deviation
2. Contribute to the Strategic Product roadmap and ensures progress is cascaded to Entities
3. Lead the Group Tech, Data, Ops and Security strategy communication and deployment - working with the Head of Market to ensure proper implementation of the strategic roadmap across entities of his/her scope
4. Help the Head of Market in the preparation of formal and informal interactions with OpCo C-level by raising key strategic topics for his/her scope of entities and actively support preparation of CIO/COO/CTO dialogues

(d) Ensure Financial transparency between GO and the Entity:

1. Support GO Commercial Finance in preparation and presentation of the Finance Instance / Clearance meeting
2. Ensure volume consolidation (including Cesame, …), P*Q questions, charge cards validation and support improvement of financial predictability, transparency, and consistency towards Entities coordination, in support of GO Finance
3. Secure GO revenue through contractualization (NCF, SoW) and PO requests and invoice collection for BAU NCF once SFL is validated by customer and GO
4. In collaboration with GO Products and Entities, ensure assistance is provided in the initial cost proposal/SoW for projects. Facilitate the approval of the cost proposal and ensure transparency on scope
5. Work with GO Finance and Products to secure GO revenue through billing and cash collection
6. Accountable for the monthly follow up of the financial flows (cost and volume) and remediate gaps (Contract - PO - SOW - Invoicing - Payment - Licenses), aligning with GO Products and GO Finance
7. Provide support, input, and checks for SFL consolidation and Charge Card (forecast process) updates (with close attention to SV/volume updates) align with GO Finance and GO Products, in timely manner
8. Take the lead in supporting Joint Saving Program for his or her scope
9. Liaise with GO Finance, GO Procurement & Strategic Planning Committee to ensure full alignment of roadmap to planning process & financial principles
10. Harmonize and monitor reporting / KPIs and keep visibility on key indicators for his/her scope of entities – engage corrective action if needed

(e) Ensures relevant governance is organized and follows up on actions:

1. On behalf of the Market Head, ensure all Governance meetings are implemented and well managed and all relevant actions and escalations are managed for his/her scope. For example, prepare Executive Review Boards, CIO / CTO Dialogs and other governance meetings with entities in his/her scope
2. Are accountable for local, transversal Governance setup making the bridge between Entities and GO: effective and right quality (covering day to day delivery, QoS, …)
3. Are accountable for the contractual coverage monitoring and ensure the proper follow-up.
4. Ensure support for the local implementation of global product/processes/services/tools (inform of initiative output)
5. Ensure their Entities are informed effectively about demand progress and manage portfolios follow up and prioritization on regular basis with the Entity
6. Ensure relevant reporting is available and shared with the Entity (service, audit and financial risk, global programs …)

(f) Product lifecycle contribution – local context:

1. Understand overall dependencies and logic between GO products, programs, required architecture and declination into entity context – balance between standardization and local needs
2. Ensure that Market’s strategic engagements to Entities of his/her scope are delivered as expected, contributing to put under control the Market Portfolio and sensitive programs.
3. Support to any Market-level GO / OpCo initiative
4. Supported by Product Business Partners, actively promotes the GO & Entity Tech, Data, Ops and Security strategy and Product roadmaps by translating into the local context, to be able to provide visibility on interdependencies within GO programs, GO / Business projects, and Product Families to the entities and feed into the GO programs and Product lifecycle process
5. Ensure Entity awareness about GO offering and executes pre-sales in collaboration with Product teams as to promote GO Products in the Entities as to support the Product adoption, de-commissioning and refresh where needed
6. Support GO, Entity’s and products technical debt management and remediation
7. Ensure Entities understand Product licenses coverage and licenses models (Silva, CESAME....) as well as explaining non-functional aspects such as contractual management, target operating models, service levels and compliance requirements

Profile and Qualifications

We are looking for someone with the following experience and skills:

(a) Experience -

1. Proven track record in IT Service delivery and developing IT service strategies and tailoring standard services to customer requirements
2. Customer centricity with strong service-oriented thinking. Holds self and others accountable for delivering high-quality results on time and within budget
3. Ability to manage IT and business requirements equally and a good understanding of IT and insurance business
4. Experience of working in a complex global, matrix organization
5. Good understanding of Group Operations organization
6. Good understanding of Group Operations global and local governances
7. Good understanding of GO financial, project and product processes
8. Ability to win the trust
9. Ideally, experience of working in an OpCo in a senior IT role

(b) Soft skills / transversal skills

Business and functional skills

1. Strong experience in Account management / customer relationship management including contract management
2. Be at ease with internal “sales” activity, and an advocate of the IT service catalog
3. Ability to aggregate & report on entity relationship KPI (SLA, Financials, Target letter KPI)
4. Builds collaborative relationships with both customers, partners and internal members
5. Excellent knowledge of GO strategy, Tech, Data, Ops and Security strategy, objectives, organization, and constraints
6. Good understanding of insurance business needs/challenges of OpCos in the short and long term
7. Strong understanding of regulation and imperatives on Risk and Control, Legal and Governance, Compliance and Data Privacy regulations and rules
8. Strong understanding of financial management processes and budget management
9. Strong understanding of GO Operations activities and track record in project / program delivery
10. Strong business acumen: understanding of GO strategy and operating model, capacity to understand key initiatives, projects, and potential issues across all GO activities

Interpersonal skills

1. Excellent communication skills, with the ability to build trustful relationships at all levels - managing regular interactions with Head of Markets, GO senior leaders and OpCo “C” level Management
2. Excellent listening and facilitation skills to manage conflicting interests with a constructive and transversal mindset
3. Capacity to speak up assertively and put good and bad messages on the table in the interest of the Group
4. Ability to work in multi-cultural teams and achieving results in a matrix organization.
5. Promote an inclusive and diverse culture
6. Excellent organization skills: ability to anticipate meetings / deadlines and retro plan, to lead process with multiple stakeholders, to promote and cultivate innovation
7. Demonstrate high level of resilience, manage well under pressure

Program management with strategic step back

1. High level of maturity in people management and people interface skills, working both across cultures and at various levels of the organization
2. Complex context appropriation and communication capabilities for managing reports and relationship at Executive level
3. Ability to work under pressure with very tight deadlines
4. Ability to drive delivery and advance complex global programs despite potentially adverse and changing conditions through effective governance and targeted executive escalation
5. Expert judgment with the ability to quickly identify, analyze, evaluate, and resolve problems at the local/regional/international level which could negatively impact global program implementation and/or financial results
6. Manage cross-functional risks / issues across inter-cultural dimensions

Strategic vision

1. Align teams around a clear vision and common sense of purpose
2. Ensure Processes, Resources and Objectives support both short and long-term goals
3. Articulates a Vision, develops organizational goals and strategies
4. Effectively communicates the group vision & goals & the benefits in achieving the same
5. Maintains the perspective of a large scale and aligns actions and contributes to overall organizational strategy enhancement including learning’s from benchmarking activities and reviews
6. Understands and articulates the projected direction of the organization and how changes might impact the group
7. Is aware of the projected directions of the external environment and key differentiators vis-a-vis competition and uses this information to anticipate how these changes would impact the organization
8. Ability to gather vast information and filter it to identify topics / issues relevant to “C” level.
9. Ability to influence Entity’s IT strategy

Building capability

1. Be responsible for direct / hierarchical management as well as federate multiple stakeholders with no hierarchical link
2. Select, recruit, develops and retain team members whose competencies are critical for the transformation overall success
3. Provide on-going feedback and empowers team members to get their full involvement and contribution
4. Creates an environment for developing & fostering leadership excellence

Results orientation

1. Ensures objectives are ambitious, demonstrates a sense of urgency and redirects efforts if necessary to maintain sound time-management of the programs
2. Takes calculated risks in decision-making & seeks inputs from the team / stakeholders for the same

Leadership skills

1. Experience of managing and delivering continuous service improvements across an organization.
2. Experienced Leader / Senior Leader / Account management
3. Has a high degree of work ethics and leads by example. High level of personal accountability and strong commitment
4. Creates an environment of trust and collaboration by adhering to the principles of availability, attentiveness, and reliability by providing on-going feedback and empowerment to teams
5. Demonstrates effective leadership for international/cross-cultural teams; ability to engage and inspire
6. Recognizes potential leaders & provides them with challenging assignments/stretch goals.
7. Creates mechanisms to recognize individual/group contribution.
8. Proven capacity to lead the change in a context of transformation to reach a higher level of simplification and efficiency
9. Capacity to take ownership towards concrete results with a hands-on and pragmatic attitude
10. Building and managing effective teams and capacity to drive delivery from other teams (without reporting line)
11. Strong delivery and experiences in managing complex portfolio, program
12. Strong understanding of Stakeholder Management activities
13. High level of autonomy and ability to prioritize
14. Experience in working in an international environment
15. Understanding of AXA – as an organization and its changing environment
16. Attraction and development of top talents
17. Nimble learning skills