Job: Assistant Vice President

Jobing Description

Assistant Vice President

Business Unit: Service Delivery
Location: NC, Charlotte
Last Updated: 09/23/2011

Job Description:

Just don t have a career.

Shape it and Enjoy it.

AXA Equitable is a global leader in the financial protection industry, committed to fostering and maintaining a diverse, multicultural and inclusive environment. Providing solutions that allow our clients to accumulate and secure the financial resources they ll look to depend on throughout the various stages of their lives is what we do best. It s a tough commitment, and we need your perspective, candor, insight and diligence to ensure we deliver on our promise to our clients, our shareholders and the communities where we conduct business.

Your future belongs to you. And while we can t predict where you ll be, we can promise an interesting journey as you explore and advance your career with us. Along the way, you ll be encouraged to collaborate with colleagues, and seek out challenging assignments at AXA Equitable and abroad with AXA Group where your creativity, resourcefulness and ingenuity will facilitate the development of novel business solutions for our clients and business partners.

The relationships you ll cultivate, and the experiences you ll gain with us, are invaluable and rewarding. But that s only part of what you ll receive. We also reward you with competitive base compensation, performance incentives and Total Rewards that include an impressive range of health, wellness and wealth accumulation programs such as a pension, 401(k) and stock purchase plan.

Visit www.axa-equitable.com to learn more.

JOB DESCRIPTION:

Direct overall strategic management of the Contact Center operations within the National Operations Center with primary emphasis on quality of customer experience, service levels, employee engagement and development, process improvement as well as stakeholder collaboration. This position is accountable to the Vice President for outcomes and customer satisfaction levels through a 100+ employee team. Directly manages Contact Center/Division Management staff across (2) sites. Position involves strategic planning, customer fullfillment, capacity planning, staff recruiting, retention, development and engagement, project implementation, system quality measurements, IVR, voice of customer development, results and and budget planning.

* Responsible for the overall Customer Experience, Quality, Productivity, and Time/Service Standards for Contact Center. Provides guidance to managers on workflow, procedures, standards and other aspects of daily operations to ensure that goals are achieved and problems/issues are resolved appropriately

* Participates in the creation of strategies that support the vision of the Financial Protection & Wealth Management organization. Leads the development and alignment of aggressive team objectives with the broader vision/mission

* Serve as subject matter expert in Contact Center metrics, emerging trends, employee engagement, and quality monitoring

* Leads initiatives such as Unified Contact Center; formalizing call listening and coaching programs; recommending automation, software aligned with a mission to differentiate our services, products and resources

* Conducts on-going analysis of contact center performance for continuous process improvements, improved efficiency and improved customer satisfaction. Effectively use customer feedback to drive change, enhancements and improve the client experience

* Leads, motivates, coaches and develops staff to achieve quality of service and productivity goals

* Identifies opportunities and implement operations improvements pertaining to policies and procedures, use of technology and support tools, workforce management, service levels and quality.

* Interacts with cross-functional management teams to discover new techniques to enhance overall performance in the Contact Center

* Manages vendor relationships and establish aligned and integrated service metrics

JOB REQUIREMENTS:

* 5-7 years experience in a Division Manager or other Strategic Leadership position

* Bachelor s degree or equivalent work experience

* Knowledge of Contact Center technology including workforce management, call management systems/customer relationship management systems and voice recognition

* Exceptional leadership skills with emphasis on developing organizational capability

* Analytical skills and ability to understand data and results and make appropriate recommendations

* Demonstrated ability to make the link between Business Area Strategic goals and the Customer Experience

* Successful completion or progress toward Contact Center Management Certification

* Knowledge of Financial Services Industry

* Ability to lead teams by motiviating and empowering; demonstated ability to influence a broad spectrum of individuals to achieve business goals

* Skilled at process management, project management and knowledgeable of six sigma methodolgies

* Professional and executive presence conducive to work with senior officers

* Strong business acumen

* Adept at championing change through building relationships with peers, business leaders, and vendors

In addition to competitive compensation and an outstanding benefits package including 401 (k), pension and medical programs, we offer the opportunity for continued professional development in a congenial corporate environment. EOE M/F/D/V