Job description

Company culture :

Axa Services Maroc operates within a strongly collaborative culture, where people, trust, and high-quality professional relationships are central. The company promotes close and supportive management, encouraging accountability, development, and teamwork. This human-centered environment is reinforced by robust organizational practices that ensure reliability and operational efficiency. It is balanced by a performance-oriented mindset and a measured openness to innovation, supporting collective success.

Your main mission is to ensure the steering and management of a part of the department, guaranteeing performance, service quality, and strategy deployment.

Its key mission is to develop middle management (RUMs and managers) and to lead continuous improvement and modernization of operations.

The missions:

• Management of several UMs or specific activities:
- Translate the ROP's guidelines into operational priorities for their area;
- Coordinate daily operations to ensure service continuity and compliance with commitments;
- Define, with the RUMs, the implementation methods for operational objectives;
- Prioritize tasks based on production, quality, and service objectives and allocate resources;
- Propose necessary operational adjustments to the ROP;
- Ensure compliance with processes, standards, control measures, and operating rules defined by ASM and the parent company;
- Update action plans based on recommendations from performance monitoring;
- If necessary, act as interim ROP for current steering matters.

• Management:
- Lead, support, and coordinate the RUMs in their area;
- Set RUM objectives (formal interviews) in line with the ROP's guidelines;
- Evaluate RUM performance;
- Analyze with RUMs the individual and collective performance of the teams and manage associated action plans;
- Handle complex managerial or organizational situations at the first level before escalating to the ROP.

• Team Development:
- Develop the skills of their teams: identify needs and monitor the skill development of RUMs, managers, and employees with mentors and business support;
- Participate in HR committees (individual salary increases, selections, career validation, reinforcement needs, etc.);
- Develop and monitor the skills and leadership of middle management teams, RUMs, and managers, and enhance talent development.

• Activity Monitoring and Reporting:
- Monitor and analyze the steering indicators for their area;
- Steer KPIs and ensure their adoption at all levels of the concerned UMs;
- Monitor production capacity and identify risks of workload disruption, under-capacity, or performance drift;
- Monitor the progress of operational action plans and ensure their proper execution;
- Identify performance deviations, operational issues, risks of not meeting objectives, and recommend corrective actions;
- Alert the ROP about malfunctions, discrepancies, or points of concern requiring arbitration;
- Produce regular reports for the ROP and their hierarchy; ensure the quality and reliability of the data submitted;
- Measure the effectiveness of actions taken and formulate adjustment recommendations.

• Interaction with Parent Companies and Support Functions:
- Ensure upward and downward information flow between the field, the ROP, and ASM support functions;
- Participate, for their area and as needed, in committees and coordination meetings with the parent companies;
- Coordinate internal stakeholders related to the activity (support, Ex-Op, Hyp, etc.);
- Coordinate the implementation of requests, changes, controls, or action plans from business departments or parent companies;
- Lead coordination meetings with business, quality, Hyp, and operations support teams;
- Prepare decision-making elements and support materials for the ROP for exchanges with internal and external stakeholders;
- Report alerts, anomalies, risks, or optimization opportunities and ensure the dissemination and adoption of decisions among RUMs.

• Project Management:
- Implement transverse projects assigned by the ROP within their area;
- Participate in ASM and parent company transverse missions related to their field of activity;
- Contribute to the identification and dissemination of best practices within the entity;
- Be proactive in proposing organizational changes to streamline operations, reduce issues, and improve sustainable performance;
- Represent their area in internal committees, working groups, or events.
 

Minimum of 4 years of proven experience in managing a Contact Center
• Excellent command of the French language