Ops Projects and Systems Officer

· Facilitate, define, document, and coordinate the operations support and procedures to handle transactions arising from new products and services.

· Act as the main point of contact (POC) for all Ops systems related issues (Life, Health, and GI), to monitor and drive IT resolution and ensure overall operational readiness before the launch of a new product or service (e.g., definition of system requirements, review and sign-off of BRS, FS, UAT scope, and sign-off).

Critical Accountabilities

Key Result Areas

Major Activities

Output

Challenges and Risks

Operational management

Technology Productivity and Incidents Management

Portfolio Management for systems related major projects.

· Monitor Operations’ systems, platforms, and other digital tools productivity.

· Monitor system issues across Life, Health, and GI business.

· Work with IT to escalate system requirements and issues to ensure efficient BAU processes and operational readiness related to new product offers and services.

· Monitor and provide regular updates to Operations regarding the status of system issues and progress of solutions.

· Collaborate with various operations Department Heads and SMEs to review and sign-off on BRS, FS, and UAT scripts.

· Collaborate with IT and SSC to identify Ops production tools evolution requirements/priorities.

· Ensure efficient allocation of manpower resources required for new product and systems production testing.

· Gather and analyze data and create reports on technical and production issues, and opportunities for improvement from digital product implementation.

o Ensure timely resolution of system issues related to downtime, errors, bugs, and other incidents impacting systems productivity.

o Ensure ongoing projects are progressing as planned.

· Address system issues with uncontrollable drivers or cost implications.

· Manage dependencies on project team members with full-time responsibilities on BAU.

· Address challenges with vendors with limited knowledge of business requirements.

Policy

· Drive the development of system user manuals across Operations.

· Ensure compliance with the system’s incident management guidelines.

Process improvement

· Identify potential improvements related to business processes, existing digital assets, including workflow tools and in-process guidelines.

· Act as an SME and recommend solutions for improvement opportunities related to business processes and tools.

Stakeholder Management

· Liaise with project owners/dept heads to identify project requirements, scope, and objectives.

· Facilitate toll gate reviews and partner with process owners and sponsors to drive project progress, tracking, and addressing risks that may impact overall project health and cause delays.

· Resolve escalated operational issues; inform managers/superiors if issues are sensitive or require coordination with other departments/parties.

· Act as Operations representative in communicating with other business units and external partners regarding issues from new product or system launches.

· Assist in the roll-out of new digital products and address technical questions/concerns.

· Respond to follow-ups and inquiries; ensure issues are either resolved or escalated.

· Monitor overall project health.

Others

· Perform cross-functional ad hoc tasks, assignments, or projects.

· Perform other related tasks as assigned from time to time.

Key Decisions/Dimensions

Decisions

Quantifiable Data Related to Job

Within scope of authority

Bachelor’s degree in IT/Computer Science or equivalent.

· Minimum 2-3 years of experience in products and/or applications support or related roles.

· Preferably with project management experience from conception to delivery.

· Minimum 2-3 years of experience in continuous process improvement.

Personal Characteristics/Behaviors

Other Requirements

· Action-oriented

· Analytical and problem-solving skills

· Integrity and trust

· Keen attention to detail

· Task prioritization and time management

· Solid organizational skills

· Coordination and collaboration with stakeholders

· Above-average interpersonal skills

· Adequate knowledge of various software applications used for testing and troubleshooting

· Familiarity with incident management processes

· Effective written and spoken communication skills

Axa SA is a French multinational insurance firm.