Chief Operating Officer/Operations Director

AXA Partners; Redhill; On-site; GBP 150,000 - 210,000; Full time

Benefits offered by this job

30 days annual leave

Private healthcare

Retail discounts

Share scheme/Loan

Cycle2Work

Home insurance discounts

Employee assistance scheme

Dr@Hand

Gym membership discounts

Financial education seminars

Job summary

AXA Partners seeks a visionary Chief Operating Officer to lead UK & Ireland operations, steering a large, multi-site contact centre and claims ecosystem. You will embed transformation, automation, and digital tools while ensuring compliant, customer-centric processes.

Collaborate with global leadership to align strategy with local markets, manage costs, and build an inclusive, high-performing organisation capable of navigating change and sustaining growth.

Qualifications

• Proven leadership of large, multi-product operations.
• Strong customer-centric mindset in complex environments.
• Experience with transformation projects (automation, AI, RPA).
• Strategic use of data to drive decisions and performance.
• Familiarity with UK & Ireland regulatory frameworks.

Responsibilities

• Lead UK & Ireland operations with a clear, global-aligned strategy.
• Drive transformation programs and benefits realization.
• Oversee multi-site contact centres, claims, and digital tools.
• Ensure regulatory compliance and strong governance.
• Foster a high-performance, inclusive culture.

Skills

Leadership

Customer focus

Transformation

Strategic & data-driven

Regulatory knowledge

Financial acumen

Digital & AI awareness

Communication skills

Resilience & adaptability

Inclusive mindset

Job description

Join Us as Our Chief Operating Officer – Lead with Vision, Drive Transformation, and Elevate Customer Experience!

AXA Partners are currently seeking a visionary Chief Operating Officer (COO) to oversee our UK & Ireland operations, steering a high-performing team to deliver exceptional service across multiple product lines while transforming our operational capabilities.

What You’ll Be Doing

As Chief Operating Officer, you’ll be at the forefront of our operational strategy, responsible for delivering outstanding customer experiences through innovative, efficient, and compliant processes. You’ll lead a diverse team managing a large contact centre operation, digital tools, and claims management, all while embedding transformative initiatives aligned with our global strategy.

Your Main Missions Include

• Developing and executing a clear vision and strategy for UK & Ireland operations that aligns with global objectives and local market needs.
• Leading transformation projects, including automation, AI, and workforce management initiatives, ensuring change is embedded and benefits are realized.
• Driving exceptional customer service standards across all channels, monitoring quality, complaints, and customer satisfaction scores.
• Managing a large, multi-site contact center operation, including out-of-hours activities, ensuring optimal staffing, performance, and employee engagement.
• Overseeing operational support functions like workforce planning, training, internal controls, and business continuity.
• Ensuring compliance with all regulatory requirements, including Consumer Duty, SM&CR, and IDD, fostering a culture of integrity and accountability.
• Building a high-performance, engaged team by setting clear expectations, nurturing talent, and creating a positive, inclusive work environment.
• Managing costs effectively while maintaining high service standards, driving continuous improvement initiatives.
• Collaborating with stakeholders across the business—local and global to deliver seamless customer experiences and operational excellence.

What You’ll Bring

• Proven Leadership: Extensive experience leading large, multi-product contact centres, with a track record of inspiring and developing high-performing teams.
• Customer Focus: Deep understanding of customer needs in demanding environments, with a passion for delivering outstanding service.
• Transformation Expertise: Skilled in leading change, automation, and technological innovations like RPA, AI, and digital tools to improve operations.
• Strategic & Data-Driven: Strong strategic thinker with excellent analytical skills, able to leverage data to inform decisions and optimize performance.
• Regulatory Knowledge: Familiarity with UK & Ireland regulatory frameworks, including Consumer Duty, SM&CR, and IDD, with a commitment to compliance and ethical standards.
• Financial Acumen: Solid understanding of P&L management, cost control, and commercial negotiations.
• Technological Savvy: Awareness of automation solutions, digital transformation, and off-shoring governance.
• Communication Skills: Exceptional ability to engage, influence, and present to senior management, clients, and teams at all levels.
• Resilience & Adaptability: High energy, resilience, and agility to navigate changing priorities and complex challenges.
• Inclusive Mindset: Commitment to fostering an inclusive culture where diversity is valued and everyone can thrive.

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:

• Competitive Salary Package
• 30 days of Annual Leave (based on a 5 day week)
• Private Healthcare Scheme
• Retail Discounts
• Company Shareplan /Scheme & Loan
• Cycle2Work Scheme
• Discounted Home Insurance
• Employee Assistance Scheme
• Dr@Hand
• Discounted Gym Membership
• Free Financial Education/Pension Seminars

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

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 - [e-mail]

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)