Make an impact behind the scenes of a strategic, customer-facing function. As an Account Management Officer, you will be the right hand to the Account Manager serving AXA entities, ensuring smooth, reliable, and transparent delivery of AXA GO services. You'll turn plans into actions: preparing governance, tracking performance, coordinating stakeholders, and keeping our customers informed. Your work frees the Account Manager to focus on strategic dialogue while you orchestrate the operational engine.
About the job
Main missions
Serve as the Account Manager's operational right hand and primary day-to-day contact for Entities/OpCos, coordinating service delivery, governance and reporting, supporting financial transparency and risk follow-up, driving product adoption, managing operational escalations, and ensuring clear one-voice communication to safeguard QoS and customer satisfaction.
Your responsibilities include:
(a) Operate as the primary operational point of contact for Entities/OpCos
- Build strong working relationships with key Entity contacts, including the relevant GO internal teams (GSO, product, cyber defense, etc.)
- Ensure proactive, clear, and consistent communications; help Entities navigate GO (who to contact, how to engage)
- Align with internal team members/Product/Project/GSC teams before responding to Entities to ensure One Voice
(b) Support strategy execution and product adoption
- Support Account Manager in preparation of executive talks (CEO/CIO/COO) with data, narratives, and materials
(c) Safeguard service quality and manage operational escalations
- Monitor QoS/SLAs, incidents, and delivery performance; coordinate with delivery teams to prevent SLA breaches
- Join P1/P2 incident calls when SLA risk exists; manage follow-up and communications, escalating to Account Manager and senior management as needed
- Not involved by default on P3; engage Technical Account Manager if technical advice is specifically needed
- Draft and coordinate severe-incident updates for CIOs and key stakeholders as directed by the Account Manager
(d) Drive customer satisfaction actions
- Collect operational feedback (CSAT, regular exchanges), synthesize pain points, and propose improvement actions
- Co-define, execute, and track CSAT/improvement plans; provide regular updates (Account Manager retains overall accountability)
- Collaborate with cross-functional teams to ensure client satisfaction
(e) Contribute to risk identification and follow-up
- Surface and document people, financial, operational, and security risks (e.g., billing disputes, skill gaps that could delay deployments)
- Maintain risk/action logs and coordinate mitigation progress with owners; escalate outstanding items to the Account Manager
(f) Enable financial transparency and support revenue assurance
- Assist in preparing inputs for Finance Instance/Clearance meetings; liaise with GO Commercial Finance, GO Products, and PBP
- Support volume consolidation (incl. CESAME), P*Q Q&A, and charge card validation checks
- Support invoice tracking and cash collection with GO Finance/Products
- Provide timely inputs/checks for SFL consolidation and Charge Card forecasts (SV/volume updates)
- Support Joint Savings programs and Entity business case development (Account Manager is accountable; Account Manager Officer coordinates/clarifies with the Entity)
(g) Orchestrate governance and reporting
- Set the cadence, prepare agendas, minutes, action logs, and follow-ups for operational governance (ops reviews, project review boards)
- Build and maintain operational decks; Account Manager Officer presents at operational forums; Account Manager presents at executive governance
- Collect and publish relevant reporting to Entities (service performance, audit/security/financial risk, global programs)
- Track contractual coverage and follow up on gaps in alignment with Account Manager/Products/Legal as applicable
(h) Manage end-to-end request intake and tracking
- Receive, log, prioritize, and track all engagement requests and queries; keep requestors informed of progress
- Coordinate with delivery and product teams to progress requests to closure
- Support local implementation of global products/processes/tools
(i) Assist with project cost proposals and SoWs
- Collaborate with GO Products/Demand Manager Officer/Entities on initial cost proposals/SoWs for projects; clarify scope inclusions/exclusions and facilitate approvals
- Maintain transparency on what is in and out of scope; hand over to Account Manager for any legal/contractual escalations
(j) Act as operational backup to the AM
- Ensure continuity on operational topics during AM absence; escalate strategic or sensitive items to the Account Manager promptly upon return
Expected skills & experience
We are looking for someone with the following experience and skills:
Experience
- Strong IT background
- Experience of working in a complex global Organization
- Good understanding of Group Operations Governance
Soft skills / transversal skills
(a) Business and functional skills
- Good understanding of insurance business needs/challenges of the Opco in the short and long term
- Good understanding of regulation and imperatives on Risk and Control, Legal and Governance, Compliance and Data Privacy regulations and rules
- Good understanding of financial management processes and budget management
- Strong understanding of IT Service Delivery activities and track record in project / program delivery
- Excellent English communication level
(b) Interpersonal skills
- Excellent communication skills, with the ability to build trustful relationships at all levels
- Excellent listening and facilitation skills to manage conflicting interests with a constructive and transversal mindset
- Ability to work in multi-cultural teams and achieving results in a matrix organization
- Ability working under pressure.
- Proactive and customer-centric mindset
Where will you be in the organization
The division
Group Technology Operations (GTO)aims at designing, developing, and operating Global AXA IT products, delivering them to AXA Entities and the AXA Group, at the right level of quality of service and cost and aligned with business-driven priorities. Its missions can be summarized in four main activities: global product delivery, global product portfolio management, day-to-day operations management, and entities proximity management.
The department / team
You will join the Asia & Africa Market department within the GTO division. Our market teams are spread across various Asian countries, including Malaysia, Indonesia, Hong Kong, Japan, and Singapore, with Malaysia serving as the central hub for this department. In addition to Asia, we also have a team in Spain that supports the African entities. The Asia & Africa Market plays a pivotal role in connecting AXA Group Operations (GO) with entities across Asia and Africa regions (18 countries and 32 entities), ensuring that global products and services are effectively delivered and maintained.
Our main missions:
- Be the main point of contact for entities, act as an ambassador, related to services and products delivered by AXA GO and support the implementation of the Tech & Data Operations (TDO) strategy
- Lead Global Product adoption, working in strong collaboration with Product Teams
- Be accountable to the entities Partnership, QoS & the day-to-day operational delivery and be a key point of escalation for entities
- Promote and implement the GO Target Operating Model (TOM) with entities, to enable proper consumption of GO Products and Services
- Be the key sensors to provide data inputs to GO teams, through the local proximity and deep understanding of the entities
- Act as the GO proximity service providing account management, demand management, product support and project delivery
