Executive Account Manager
| Posting date: | 19 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Salary dependent on experience |
| Hours: | Full time |
| Closing date: | 19 May 2024 |
| Location: | BRISTOL, |
| Company: | AXA UK |
| Job type: | Permanent |
| Job reference: | 2400043J |
Summary
Reporting directly to the Market Head, the Executive Account Manager is the preferred point of contact to support and guide large Entities or a group of Entities. They will manage strategic alignment and highly complex topics facing the entities. They drive partnership activities at C Level throughout Group Operations and Operating Companies within their scope with potential conflicting priorities between AXA GO and Entities. They have access to and manage highly sensitive information.
The Executive Account Manager communicates the GO strategy and any organizational or service changes towards the Entity to contribute to strategic alignment. They have a very good understanding of the Entity/OpCo IT strategy and can guide and influence the CxO to ensure the strategy is aligned with the group ambitions.
They act as Ambassadors of AXA GO, support the Market and its management, deputies for the Market Head when required and are responsible for representing the voice of the customer within GO.
They take accountability for the overall satisfaction, supporting the quality of all services, processes, products, and programs delivered to the Entity. They ensure strong collaboration within GO and with Entities, , respond to demands and expectations, and guarantee the delivery of partnership KPIs aligned with the GO engagement mission statement.
They promote product value and foster product adoption, encourage simplification and standardization, and provide transparent communication to ultimately improve customer satisfaction. They contribute to the product lifecycle in a local context.
They ensure financial transparency between GO and the Entity. They are accountable for managing governance activities, senior stakeholder management, meeting budget targets, and overseeing the GO Market team.
They ensure relevant governance is organized and follows up on actions. They are accountable for transforming the organization by implementing GO TOM frameworks, including Engagement Framework. They deal with a dynamic environment having multiple, simultaneous multi-year projects and deadlines like TDO Strategy implementation.
JOB PURPOSE
§ Act as the preferred point of contact for the Entities / OpCos:
o Build strong relationships with key Entity contacts including C Level) and manage regular interactions with key senior stakeholders including CIO and COO
o Ensure teamwork and communication with Entity and provide pro-active information
o Provide oversights of relevant GO Divisions / teams before reverting to Opcos, and speaking as One voice
o Support the GO Tech, Data, Ops and Security strategy implementation and Product adoption (e.g., to apply the proper product adoption governance/process and deliver Class 1and2 product adoption.)
o Support the Entity and within the GO organization interact with the right people to connect to a topic/deliverable
o Ensure a close relationship management with Product teams, GSC, GCIO, CSO and support functions in order to relay information form GO to Entities and vice versa
o Ensure customer requirements are collected as to suggest product improvements and reflected into the product roadmap
o Ensure value of Global products is well understood by Entities
o Ensure the proper deployment of the engagement Framework across Entities in his/her scope in synchronisation with other Executive Account Managers / Account Managers
o Collaborate with other Executive Account Managers and Account Managers to share best practices and ensure consistency in approach across different Entities/OpCos
§ Take accountability for the overall satisfaction, supporting the quality of all services, processes, products, and programs delivered to the Entity:
o Are the executive escalation points in case of QoS, delivery issues, timely managed and match contacts to needs
o Participate in critical incident Meetings, and report to CIO's on severe incidents (overall communication and follow up)
o Ensure operational customer satisfaction (CSAT, regular feedback exchange,…) with the Entities
o Work with internal teams to continuously improve the quality of services, processes, products, and programs delivered to the Entity/OpCo and are accountable for the improvement plan, including CSAT action plan
o Understand Entities operational risks (eg. people, financial, operational, compliance, legal, procurement, security, …) and help to ensure risks impacting the business are managed/mitigated
o Understand overall dependencies and logic between GO products, programs, required architecture and implementation into entity context – balance between standardization and local needs
o Manage the internal GO complexity, managing cross products challenges and escalations, and protects the Entity from it
§ Communicates GO strategy and any organizational / service changes towards the Entity:
o Ensure GO Mandate (including the GO global operating model) is known, understood and applied by the Entity and deter any local deviation
o Contribute to the Strategic Product roadmap and ensures progress is cascaded to Entities
o Lead the Group Tech, Data, Ops and Security strategy communication and deployment - working with the Head of Market to ensure proper implementation of the strategic roadmap across entities of his/her scope
o Help the Head of Market in the preparation of formal and informal interactions with OpCO C-level by raising key strategic topics for his/her scope of entities and actively support preparation of CIO/COO/CTO dialogues
· Ensure Financial transparency between GO and the Entity
o Support GO Commercial Finance in preparation and presentation of the Finance Instance / Clearance meeting
o Ensure volume consolidation (including Cesame, …), P*Q questions and charge cards validation and support improvement of financial predictability, transparency and consistency towards Entities coordination, in support of GO Finance
o Secure GO revenue through contractualization (NCF, SoW) and PO requests and invoice collection for BAU NCF once SFL is validated by customer and GO
o In collaboration with GO Products and Entities, ensure assistance is provided in the initial cost proposal/SoW for projects. Facilitate the approval of the cost proposal and ensure transparency on scope
o Work with GO Finance and Products to secure GO revenue through billing and cash collection
o Accountable for the monthly follow up of the financial flows (cost and volume) and remediate gaps (Contract - PO - SOW - Invoicing - Payment - Licenses), aligning with GO Products and GO Finance
o Provide support, input, and checks for SFL consolidation and Charge Card (forecast process) updates (with close attention to SV/volume updates) align with GO Finance and GO Products, in timely manner
o Take the lead in supporting Joint Saving Program for his or her scope
o Liaise with GO Finance, GO Procurement and Strategic Planning Committee to ensure full alignment of roadmap to planning process and financial principles
o Harmonize and monitor reporting / KPIs and keep visibility on key indicators for his/her scope of entities – engage corrective action if needed
· Ensures relevant governance is organized and follows up on actions:
o On behalf of the Market Head, ensure all Governance meetings are implemented and well managed and all relevant actions and escalations are managed for his/her scope. For example prepare Executive Review Boards, CIO / CTO Dialogs and other governance meetings with entities in his/her scope
o Are accountable for local, transversal Governance setup making the bridge between Entities and GO: effective and right quality (covering day to day delivery, QoS, …)
o Are accountable for the contractual coverage monitoring and ensure the proper follow-up
o Ensure support for the local implementation of global product/processes/services/tools (inform of initiative output)
o Ensure their Entities are informed effectively about demand progress and manage portfolios follow up and prioritization on regular basis with the Entity
o Ensure relevant reporting is available and shared with the Entity (service, audit and financial risk, global programs …)
· Product lifecycle contribution – local context:
o Understand overall dependencies and logic between GO products, programs, required architecture and declination into entity context – balance between standardization and local needs
o Ensure that Market’s strategic engagements to Entities of his/her scope are delivered as expected, contributing to put under control the Market Portfolio and sensitive programs
o Support to any Market-level GO / OpCO initiative
o Supported by PBPs, actively promotes the GO and Entity Tech, Data, Ops and Security strategy and Product roadmaps by translating into the local context, to be able to provide visibility on interdependencies within GO programs, GO / Business projects, and Product Families to the entities and feed into the GO programs and Product lifecycle process
o Ensure Entity awareness about GO offering and executes pre-sales in collaboration with Product teams as to promote GO Products in the Entities as to support the Product adoption, de-commissioning and refresh where needed
o Support GO, Entity’s and products technical debt management and remediation
o Ensure Entities understand Product licenses coverage and licenses models (Silva, CESAME....) as well as explaining non-functional aspects such as contractual management, target operating models, service levels and compliance requirements
The Executive Account Manager communicates the GO strategy and any organizational or service changes towards the Entity to contribute to strategic alignment. They have a very good understanding of the Entity/OpCo IT strategy and can guide and influence the CxO to ensure the strategy is aligned with the group ambitions.
They act as Ambassadors of AXA GO, support the Market and its management, deputies for the Market Head when required and are responsible for representing the voice of the customer within GO.
They take accountability for the overall satisfaction, supporting the quality of all services, processes, products, and programs delivered to the Entity. They ensure strong collaboration within GO and with Entities, , respond to demands and expectations, and guarantee the delivery of partnership KPIs aligned with the GO engagement mission statement.
They promote product value and foster product adoption, encourage simplification and standardization, and provide transparent communication to ultimately improve customer satisfaction. They contribute to the product lifecycle in a local context.
They ensure financial transparency between GO and the Entity. They are accountable for managing governance activities, senior stakeholder management, meeting budget targets, and overseeing the GO Market team.
They ensure relevant governance is organized and follows up on actions. They are accountable for transforming the organization by implementing GO TOM frameworks, including Engagement Framework. They deal with a dynamic environment having multiple, simultaneous multi-year projects and deadlines like TDO Strategy implementation.
JOB PURPOSE
§ Act as the preferred point of contact for the Entities / OpCos:
o Build strong relationships with key Entity contacts including C Level) and manage regular interactions with key senior stakeholders including CIO and COO
o Ensure teamwork and communication with Entity and provide pro-active information
o Provide oversights of relevant GO Divisions / teams before reverting to Opcos, and speaking as One voice
o Support the GO Tech, Data, Ops and Security strategy implementation and Product adoption (e.g., to apply the proper product adoption governance/process and deliver Class 1and2 product adoption.)
o Support the Entity and within the GO organization interact with the right people to connect to a topic/deliverable
o Ensure a close relationship management with Product teams, GSC, GCIO, CSO and support functions in order to relay information form GO to Entities and vice versa
o Ensure customer requirements are collected as to suggest product improvements and reflected into the product roadmap
o Ensure value of Global products is well understood by Entities
o Ensure the proper deployment of the engagement Framework across Entities in his/her scope in synchronisation with other Executive Account Managers / Account Managers
o Collaborate with other Executive Account Managers and Account Managers to share best practices and ensure consistency in approach across different Entities/OpCos
§ Take accountability for the overall satisfaction, supporting the quality of all services, processes, products, and programs delivered to the Entity:
o Are the executive escalation points in case of QoS, delivery issues, timely managed and match contacts to needs
o Participate in critical incident Meetings, and report to CIO's on severe incidents (overall communication and follow up)
o Ensure operational customer satisfaction (CSAT, regular feedback exchange,…) with the Entities
o Work with internal teams to continuously improve the quality of services, processes, products, and programs delivered to the Entity/OpCo and are accountable for the improvement plan, including CSAT action plan
o Understand Entities operational risks (eg. people, financial, operational, compliance, legal, procurement, security, …) and help to ensure risks impacting the business are managed/mitigated
o Understand overall dependencies and logic between GO products, programs, required architecture and implementation into entity context – balance between standardization and local needs
o Manage the internal GO complexity, managing cross products challenges and escalations, and protects the Entity from it
§ Communicates GO strategy and any organizational / service changes towards the Entity:
o Ensure GO Mandate (including the GO global operating model) is known, understood and applied by the Entity and deter any local deviation
o Contribute to the Strategic Product roadmap and ensures progress is cascaded to Entities
o Lead the Group Tech, Data, Ops and Security strategy communication and deployment - working with the Head of Market to ensure proper implementation of the strategic roadmap across entities of his/her scope
o Help the Head of Market in the preparation of formal and informal interactions with OpCO C-level by raising key strategic topics for his/her scope of entities and actively support preparation of CIO/COO/CTO dialogues
· Ensure Financial transparency between GO and the Entity
o Support GO Commercial Finance in preparation and presentation of the Finance Instance / Clearance meeting
o Ensure volume consolidation (including Cesame, …), P*Q questions and charge cards validation and support improvement of financial predictability, transparency and consistency towards Entities coordination, in support of GO Finance
o Secure GO revenue through contractualization (NCF, SoW) and PO requests and invoice collection for BAU NCF once SFL is validated by customer and GO
o In collaboration with GO Products and Entities, ensure assistance is provided in the initial cost proposal/SoW for projects. Facilitate the approval of the cost proposal and ensure transparency on scope
o Work with GO Finance and Products to secure GO revenue through billing and cash collection
o Accountable for the monthly follow up of the financial flows (cost and volume) and remediate gaps (Contract - PO - SOW - Invoicing - Payment - Licenses), aligning with GO Products and GO Finance
o Provide support, input, and checks for SFL consolidation and Charge Card (forecast process) updates (with close attention to SV/volume updates) align with GO Finance and GO Products, in timely manner
o Take the lead in supporting Joint Saving Program for his or her scope
o Liaise with GO Finance, GO Procurement and Strategic Planning Committee to ensure full alignment of roadmap to planning process and financial principles
o Harmonize and monitor reporting / KPIs and keep visibility on key indicators for his/her scope of entities – engage corrective action if needed
· Ensures relevant governance is organized and follows up on actions:
o On behalf of the Market Head, ensure all Governance meetings are implemented and well managed and all relevant actions and escalations are managed for his/her scope. For example prepare Executive Review Boards, CIO / CTO Dialogs and other governance meetings with entities in his/her scope
o Are accountable for local, transversal Governance setup making the bridge between Entities and GO: effective and right quality (covering day to day delivery, QoS, …)
o Are accountable for the contractual coverage monitoring and ensure the proper follow-up
o Ensure support for the local implementation of global product/processes/services/tools (inform of initiative output)
o Ensure their Entities are informed effectively about demand progress and manage portfolios follow up and prioritization on regular basis with the Entity
o Ensure relevant reporting is available and shared with the Entity (service, audit and financial risk, global programs …)
· Product lifecycle contribution – local context:
o Understand overall dependencies and logic between GO products, programs, required architecture and declination into entity context – balance between standardization and local needs
o Ensure that Market’s strategic engagements to Entities of his/her scope are delivered as expected, contributing to put under control the Market Portfolio and sensitive programs
o Support to any Market-level GO / OpCO initiative
o Supported by PBPs, actively promotes the GO and Entity Tech, Data, Ops and Security strategy and Product roadmaps by translating into the local context, to be able to provide visibility on interdependencies within GO programs, GO / Business projects, and Product Families to the entities and feed into the GO programs and Product lifecycle process
o Ensure Entity awareness about GO offering and executes pre-sales in collaboration with Product teams as to promote GO Products in the Entities as to support the Product adoption, de-commissioning and refresh where needed
o Support GO, Entity’s and products technical debt management and remediation
o Ensure Entities understand Product licenses coverage and licenses models (Silva, CESAME....) as well as explaining non-functional aspects such as contractual management, target operating models, service levels and compliance requirements