About AXA:
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.
AXA Global Healthcare offers global healthcare support and protection to individuals and businesses in more than 200 countries, building on over 55 years of experience through its international hubs.
Job overview:
Are you a passionate leader with a drive for excellence? Join us as our SME Retention Team Manager, where you'll have the opportunity to shape the future of customer and intermediary success. In this pivotal role, you'll lead a dynamic team, inspiring greatness while delivering outstanding results that matter. You’ll drive retention performance, foster operational excellence, and develop talented colleagues—all within a culture focused on exceptional service and continuous improvement. If you're ready to make a meaningful impact and lead with purpose, we want to hear from you!
Key responsibilities:
- Lead, coach, and develop a high-performing, inclusive team focused on exceptional customer and intermediary outcomes.
- Foster a customer-first culture by building strong relationships, resolving complex issues, and enhancing satisfaction.
- Achieve retention targets through proactive portfolio management, trend analysis, and continuous improvement initiatives.
- Develop and maintain strong stakeholder relationships across functions to influence and deliver shared business goals.
- Ensure compliance with policies, regulations, and governance standards, promoting a culture of risk awareness and accountability.
- Monitor team performance against KPIs, drive process improvements, and ensure quality standards and operational controls are met.
- Support colleague wellbeing, engagement, continuous learning, and talent development for future capability.
- Provide accurate reporting and insights to inform decision-making and foster operational excellence.
Work arrangements:
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office in Tunbridge Wells, visiting clients or attending industry events.
Your skills & experience:
- Strong leadership, relationship management, communication, and analytical skills with a customer-focused mindset.
- Proven experience managing client or intermediary relationships in insurance, IPMI, or financial services is preferred.
- Successful track record leading and developing high-performing customer-facing teams.
- Demonstrated ability to achieve retention, customer satisfaction, and commercial targets.
- Skilled in coaching colleagues to enhance capability and performance.
- Experienced in managing change and driving continuous improvement initiatives.
- Adept at collaborating across multiple functions and regional teams.
- Proficient in using MI and performance data to inform business decisions.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
How to apply:
To apply, click on the ‘apply now’ button, you’ll then need to log in or create a profile to submit your CV. 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, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to mel.ainscough@axa-insurance.co.uk.
We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.
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