IT End User Services Transformation Lead
Il y a 6 mois
At AXA IM our purpose, to act for human progress by investing for what matters, is central to every action we take as a business. As a responsible asset manager, we actively invest for the long-term to help our clients, our people and the world to prosper.
The IT End User Transformation Lead will report to our Head of 360 Services and is part of AXA IM Technology - Infrastructure Services team.
**DISCOVER your opportunity**
The 360 services teams oversees supporting end-users with their IT incidents & requests through two main operational setup: helpdesk and on-site support. Our 3000+ end-users are located mainly in France, UK, CH, DE, US and Asia.
The 360 Transformation Lead defines and drives 360 transformation initiatives in coordination with 360 Managers across all AXA IM offices to enhance user experience and to increase their satisfaction, to improve 360 process efficiency while keeping services consistency and economies of scale.
We are looking for a talent to strengthen our team, taking in charge our transformation programs with an objective to improve delivered services and processes in an International and Global approach.
**Key Accountabilities/Responsibilities**:
**1) Work with the Head of 360 Services and all involved stakeholders to bring user experience satisfaction, process efficiency and economies at scale to 360 services**:
- Participate in the creation of and actively support the 360 Transformation strategy and its evolution to ensure consistency with AXA IM business needs evolution.
- Scope and design 360 transformation initiatives in coordination with 360 Managers. Construct the value proposition, evaluate, and select the potential solution, conduct POC when needed, define the success criteria and build the implementation plan.
- Work with 360 Managers to elaborate and plan the deployment of new initiatives across all AXA IM offices. Design the change management kit with appropriate communication means, user awareness sessions, tutorials, etc to ensure user adoption.
- Work with 360 Managers to identify area of improvements of 360 services, and to identify new initiatives to feed the pipe of initiatives of transformation.
- Enhance and promote self-help services for end users using self-care portal, knowledge database, and onsite training.
- Adopt a culture of innovation, to deploy new services in a value-add and cost-effective way towards the business.
- Seek for continuous service improvements through ongoing analysis of 360 activity, providing service training and technical development for the 360 team, identifying service improvement initiatives, build and drive service improvement plans.
**2) Examples of project that should be led by the 360 transformation lead**:
- Optimize and homogenize process to access to service desk, improve user experience when engaging with 360.
- Support end users experience in a modern management delivery process,
- Support integration of new entities coming inside AXA IM environment and facilitate user onboarding onto AXA IM workplace.
- Implement a global IT asset management tool,
**3) Security**
- Follow company guidelines / regulations to ensure company data is held in a secure manner, including electronic access or in written format.
- Escalate any security issues or potential security breaches as appropriate to ensure any potential issues can be secured.
- Aligned with Information System Security policy and risk analysis.
- Support IT audits as required and drive the recovery of any audit deficiencies to pre-agreed deadlines.
**Your Profile**
**SHARE your unique expertise**
We Welcome Different Combinations Of Skills And Experiences.
**Education & Experience**:
A minimum of 8 years working experience in IT support, preferably within a similar high demanding Investment Management organisation is requested.
Participation or lead of IT/IS Project impacting end-users experience, with a change management approach
**Knowledge and Skills**
- English speaking is required
- Desktop environment skills and office IT tools
- Understanding of IT technology
- Ability to work with people and in understanding and supportive manner
- To have a good overall comprehension of financial activities and Asset Management
**Competencies**
**1) Personal Competencies**
- Client focussed.
- To deliver added value to the Business by making improvements or suggestions on day-to-day responsibility's area or beyond
- Client focus is a key as set. To be the business advocate for 360 transformation initiatives delivery in a service-oriented manner
- Demonstrates commitment to their job and colleagues
- To be diplomatic and to have the capacity to work in stressful environment
- Thinks laterally to solve problems
- To be able to manage their time in the most efficient manner
**2) Communication competencies**
- To have excellent communication skills, orally or in writing
**3) Team Working/Positive attitude**
- To always run an excellent team spirit and positive be
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