Account manager h/f

The Account Manager has got two main roles in AXA GS organization:
He is the AXA entities' advocate within AXA Group Solutions with a full responsibility on strategy and customer relationship.
He leads internal AXA GS transformation to leverage AXA GS service level.
Within his AXA entities’ advocate role, he:
Builds a trusted relationship with executives from entities;
Understands proactively the operating company challenges;
Set up partnerships on specific offers;
Promotes AXA GS catalog of services and boosts the deployment of AXA GS services;
Leads trade-offs between customers' expectations and AXA GS capabilities;
Defines and set up AXA GS objectives and milestones per entity;
Within his transformation leader role, he:
Identifies, designs and sets up offers: scope/services, price cards, TOM, SLAs, credentials (i.e. End to end Mobile);
Structures and homogenizes internal processes in order to provide a reliable and structured information to the customer (i.e. SFL, customer survey, CEO assessment,…);
Leads due diligences about activities transfers : scope/services, business models, price cards, TOM, HR impacts (i.e.Falcon in AXA UK).
Dimension of the rôle
Responsibility on 4 to 7 entities (per account manager) with different level of maturity;
Knowledge of around 50 solutions & services (Group solutions & local solutions);
Budget Management (100k€ to 4M€ depending on entities);
Responsibility to lead key internal transformation projects (from 1 to 6 months) in project mode (deliverables, planning, budget, dedicated team);
Managing relationship with Group Senior Executives (CIO, COO, CFO, HRD);
Managing relationship with Internals (AXA Tech, AXA Technology Shared Services, Group IT) & External partners (Accenture, Deloitte, IBM, …);
Working daily with AXA GS ELT members, Solution Managers, country managers
Your main missions will be the following:
1/ Customer Relashionship Management:
Define, setup and lead appropriate governance with CIO organization and business if required (Executive Review, Financial review Board, Operational Board);
Define KPIs with customers and report AXA GS global performance (projects, financials, satisfaction, partnership);
Be accountable for global Executive Key Relationship Reports (i.e. Executive review, CEO Assessment, FRB);
Address Customer strategic objectives, working in close relationship with Solutions manager at supporting the Customer (CIO, COO,CFO);
Be the point of escalation for the Customer and involved in crisis situations;
Manage the overall customer satisfaction, conduct Executives surveys and ensure an optimal Customer feedback;
Work closely with C-Level/solutions managers to report and decide on pipeline, escalations, key projects;
Manage and revise Master Service Agreement to steer relations (commercial frame) with Procurement and legal departments;
2/ Stratey & business development:
Entity
Decline AXA Group Solutions Strategy in identified entities (catalog of services, prices cards, operating models,…);
According to AXA entities local ambitions and savings challenges, define a joint Strategic Plan (3 years) on AXA GS new services with the CIOs direct reports and contribute to local strategic plan;
Build strategic partnership on dedicated offer (mobile, data Integration,…);
Search proactively for cost optimization opportunities: conduct internal/external benchmarks, offshoring, teaming-up with partners (AXA-Tech), etc;
Develop new market opportunities by promoting Service Catalog, organizing specific events with entities Executives (IT/Business);
Bridge AXA GS teams to bring value to the customer, coordinate Project Manager and Solution Manager to deliver a coherent & structured approach to the client.
AXA GS
Provide to ELT members key information about entities’ mid & long term strategies;
Define & update, for each entity, AXA GS annual development plan & objectives;
Identify new services to be setup/revisit according to AXA GS catalog of services;
Manage the pre-sales scoping phase (on key opportunities, key RFP) with Solutions managers/ELT members;
Provide key relationship’s items to AXA GS ELT for group reports (CEO dashboard, IBR, Strat Plan);
3/ Financial
lan and Forecast with customer the BAU revenues per solutions for the 3 next years based on BU information through the Service Fee Letter;
Get formal commitment from CIO & CFO on 1 year service fees;
Design, setup & follow-up Financial Review Board with CFOs/COOs to steer financials topics (procure to pay)improving operational processes, enabling efficiency;
4/ Axa GS Internal Industrialization
Industrialize AXA GS processes facing our customers :
Quality of services (KPIs) on maintenance (BAU) and project delivery;
Financials (contracts management, SFL) to report on savings;
Customer satisfaction (customer surveys, ceo assessment, );
Lead transformation programs projects to transfer activities from AXA entities to AXA GS:
Transfer’s Business case;
Services/solutions scope, HR impacts, Financials findings;
Implementation plan;
Conduct services/offers definition & set-up:
Scope/Services;
Price cards, SLAs...
TOM;
…

Compétences
As an IT professionnal, you have at least 15 years in Program Management and Business relationship Management. Your skills are the following.
Practical and structure understanding of Project delivery in classical V-Model and in Agile Methodology.
Practical and structured understanding of ITIL Service Delivery processes, understanding the maturity of existing processes in AXA Service Delivery Centres.
Understanding of the AXA GS Business Model and ability to communicate at all levels (operational & executive) regarding the key components of the model, notably the financial ones of it.
P&L experience to be able to understand financials business models related to AXA GS and AXA entities
Project Management experience to steer transformation projects, to build and monitor action plans for Customer Management activities, to setup new offers & services.
Understanding of Technology Directions including, Group Rationalization Programs, Technology Office strategy/roadmap and joint savings initiatives.
Management Skills:
Strong Leadership Skills: Capacity of Managing People in a transversal context and adaptation to diversity;
Influencing and negotiating skills to motivate people to drive the right behaviours within AXA GS, e.g.:
able to push back within AXA GS and/or pushback with the customer, when required;
able to facilitate prioritization and determine quick wins;
Effective communicator and federator at all levels;
Take responsibility and confront problems;
Make decisions and be decisive in difficult situations;
Create and manage business relationships;
Federating capabilities to achieve one goal;

AXA Group Solutions is a worldwide organization which delivers global solutions to AXA entities with quality, on time and at optimal costs. AXA GS strategy is to promote partnership between AXA GS and Entity CIOs.
To reach those ambitions, AXA GS decided to setup an internal Account Management team in order to:
Provide transparency and coherence in the way AXA GS interact with the OpCos;
Promote open dialogs (governance, improve relationship, explain offers, build joint strategic plan);
Work with OpCo on win-win opportunities;
Build foundations for partnership;
Professionalize AXA GS services/processes for sake of clients;
The account manager has to face the following challenges:
External Challenges:
Work in an international environment with many entities, mainly in Europe;
Adapt his speech regarding the size, the maturity and the relation history with the entity;
Interact with operational team as well as with business and IT senior management within customer organisation (CIO/COO/CFO);
Be the AXA GS reference contact, for new services and global actions.
Internal Challenges:
Work closely with all AXA GS Solutions Managers/ELT members to build proposals, solutions;
Understand and follow up the 50 different offers from AXA GS;
Cope with the heterogeneity of AXA GS Offers structures (KPI, TOM, Budget, …);
Harmonize internal processes facing AXA GS customers;

Site web : https://recrutement.axa.fr