COO, UK & Ireland Operations - Transform & Elevate CX

AXA; Redhill; On-site; GBP 150,000 - 190,000; Full time

Benefits offered by this job

Competitive Salary Package

30 days of Annual Leave (based on a 5日

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 Semn

Job summary

AXA Partners seeks a visionary Chief Operating Officer to steer UK & Ireland operations, leading a large contact-centre team, digital tools, and claims management while embedding transformative initiatives aligned with global strategy.

You will drive customer service excellence, regulatory compliance, and cost management across multiple sites, fostering an inclusive, high-performance culture and delivering seamless experiences for customers and partners.

Qualifications

• Proven leadership of large, multi-product contact centres.
• Deep understanding of customer needs in demanding environments.
• Strong transformation and digital/automation capabilities.
• Strategic thinker with data-driven decision making.
• Familiarity with UK & Ireland regulatory frameworks (Consumer Duty, SM&CR, IDD).
• Solid understanding of P&L, costs, and negotiations.
• Awareness of automation, AI, RPA, and digital tools.
• Excellent stakeholder engagement and presentation skills.
• High energy, adaptability, and resilience.
• Commitment to an inclusive culture.

Responsibilities

• Develop and execute a clear vision and strategy for UK & Ireland operations.
• Lead transformation projects including automation and AI.
• Drive exceptional, multichannel customer service standards.
• Manage a large, multi-site contact centre with effective staffing and engagement.
• Oversee workforce planning, training, internal controls, and business continuity.
• Ensure compliance with regulatory requirements and ethical standards.
• Build a high-performing, engaged team with clear expectations.
• Manage costs while maintaining service quality and driving improvements.
• Collaborate with local and global stakeholders to Deliver seamless experiences.

Skills

Leadership

Customer focus

Transformation

Strategic thinking

Regulatory knowledge

Financial acumen

Tech awareness

Communication

Resilience

Inclusive mindset

Job description

AXA Partners seeks a visionary Chief Operating Officer to steer UK & Ireland operations, leading a large contact-centre team, digital tools, and claims management while embedding transformative initiatives aligned with global strategy.

You will drive customer service excellence, regulatory compliance, and cost management across multiple sites, fostering an inclusive, high-performance culture and delivering seamless experiences for customers and partners.