Operations Manager

Descripción del puesto:

Are you a results-driven leader with a passion for delivering outstanding customer service? Join our team and play a key role in managing operations across the CEEDACH region with a focus on Moto, Home and Legal Assistance services. As an Operations Manager, you will be part of the CEEDACH leadership team and a member of the senior management team. You will be responsible for leading operational teams delivering high-quality assistance services, ensuring excellent customer experience, and driving performance aligned with company KPIs and SLAs. What you'll be doing: Lead and manage operational teams delivering Moto, Home and Legal Assistance services across the CEEDACH region Ensure achievement of key KPIs and SLAs (productivity, quality, customer satisfaction, cost efficiency) Drive operational excellence by implementing new processes, tools, and service improvements Manage daily operations, including supervisors and frontline staff Monitor performance and take immediate corrective actions where needed Oversee product launches, lifecycle processes, and operational readiness Manage budgets, forecasts, and cost efficiency Build strong relationships with external partners and service providers Collaborate cross-functionally (HR, Finance, IT, Sales, Operations) Foster a positive team culture based on ownership, transparency, and collaboration Drive employee engagement, motivation, and retention Ensure compliance with legal and internal operational standards Contribute to strategic planning and continuous process improvement initiatives What you'll bring: Proven experience (min. 3+ years) in operations management within international service delivery (ideally assistance, call center, or customer care environment) Strong leadership and people management skills with a track record of developing and motivating teams Fluent English (C1) and Czech or Polish as a native language (additional languages are a plus) Strong analytical mindset with a focus on performance, KPIs, and continuous improvement Excellent communication and stakeholder management skills Experience working in a matrix and international environment Advanced knowledge of MS Office (Excel, PowerPoint, Outlook, Teams) Solid business acumen and results-driven approach What we offer: At AXA Partners, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive: Annual bonuses 25 days of vacation Meal vouchers worth 150 CZK from day one Home office 2 days per week including full equipment (laptop, monitor, docking station, etc.) Smart working allowance (750 CZK/month) MultiSport or Pluxee Flexi Pass (500 CZK/month contribution) Telemedicine - 24/7 online medical support for you and up to five family members Pension contribution (6,000 CZK/month) Fully covered life insurance Free European travel insurance, including coverage for extreme sports and roadside assistance Development programs and courses, including access to LinkedIn Learning A friendly team of colleagues Office refreshments Easily accessible modern offices To apply, click on the 'apply for this job' button, you'll then need to log in or create a profile to submit your CV. We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - globalhr@partners.axa Who we are: We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters. Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)