Operational Activities Manager at AXA Services Maroc in Rabat

## Overview AXA Services Maroc, the customer relations expertise center in Morocco, is looking for an Operational Activities Manager to join its team in Rabat. This role aims to lead and manage a part of the operational chain, ensuring performance, quality, and strategy deployment, in addition to developing middle management and improving processes.

## Organization **AXA Services Maroc** is the customer relations expertise center in Morocco for AXA France, AXA Direct France, AXA Assistance, AXA Belgique, and AXA Suisse. The company has been present in Rabat since May 2004 and in Kenitra since 2024, and currently employs over **4500 collaborators**.

## Advertised Positions - **Operational Activities Manager**: One (1) position in Rabat and surrounding areas, permanent contract (CDI), hybrid work system (partially remote), includes administrative tasks. - **Specialties**: Project Management, Studies, Research and Development, Insurance and Brokerage Sector, Call Centers.

## Application Requirements - **Educational Level**: Bac +4 minimum, preferably a degree from a business school or a Master's. - **Experience**: Expert (10 to 20 years), with at least **4 years** of experience in call center management. - **Languages**: Excellent command of French.

## Required Skills and Personal Qualities - Respect for rules - Persuasion skills - Emotional self-control - Rationality - Perseverance - Need for work and achievement - Commitment to work - Organization

## Key Tasks and Responsibilities - **Manage several business units or specific activities**: - Translate operational director's directives into operational priorities for the specified area. - Coordinate daily work to ensure service continuity and adherence to commitments. - Define methods for achieving operational objectives with business unit managers. - Prioritize based on production, quality, and service challenges, and allocate resources. - Propose necessary operational arbitrations to the operational director. - Ensure the application of processes, standards, control mechanisms, and operating rules defined by AXA Services Maroc and the parent company. - Update action plans based on performance monitoring recommendations. - Ensure, when necessary, the operational director's interim management for ongoing administrative matters. - **Management**: - Energize, support, and coordinate business unit managers in their area. - Define objectives for business unit managers (formal interviews) in line with the operational director's directives. - Evaluate the performance of business unit managers. - Analyze individual and collective team performance with business unit managers and lead associated action plans. - Address complex administrative or organizational situations at the first level before escalating to the operational director. - **Team Development**: - Develop team competencies: identify needs and monitor the development of competencies for business unit managers, managers, and collaborators with mentors and profession managers. - Participate in HR committees (individual increases, selections, validation of career paths, reinforcement needs). - Develop and monitor the competencies and leadership of middle management teams, business unit managers, and managers, focusing on talent development. - **Activity Monitoring and Reporting**: - Monitor and analyze leadership indicators in their area. - Lead Key Performance Indicators (KPIs) and ensure their understanding at all levels of the concerned business units. - Monitor production capacity and identify risks of work interruption, capacity shortage, or performance deviation. - Monitor the progress of operational action plans and ensure their proper execution. - Identify performance deviations, operational problems, risks of not achieving objectives, and recommend corrective actions. - Alert the operational director to malfunctions, discrepancies, or vigilance points requiring arbitration. - Prepare regular reports for the operational director and their hierarchical chain; ensure the quality and reliability of the data provided. - Measure the effectiveness of actions taken and formulate recommendations for adjustment. - **Interaction with Parent Companies and Support Functions**: - Ensure upward and downward information flow between the field, the operational director, and AXA Services Maroc's support functions. - Participate in committees and coordination points with parent companies, as needed, in their area. - Coordinate internal stakeholders related to the activity (support, operations, HR, etc.). - Coordinate the implementation of requests, developments, controls, or action plans issued by professional departments or parent companies. - Energize coordination points with profession teams, quality, HR, and operational support. - Prepare decision-making support elements and useful documents for the operational director's exchanges with internal and external stakeholders. - Raise alerts, anomalies, risks, or improvement opportunities and ensure the dissemination and understanding of decisions among business unit managers. - **Project Management**: - Execute ad-hoc projects assigned by the operational director in their area. - Participate in ad-hoc tasks for AXA Services Maroc and the parent company related to their area of activity. - Contribute to the identification and dissemination of good practices within the entity. - Provide proposals for organizational developments that allow for work simplification, problem reduction, and sustainable performance improvement. - Represent their area in committees, working groups, or internal events.

## Important Dates - Announcement Date: **2024-05-15** - Application Deadline: **September 13, 2026**