Oversight Operations Specialist

AXA Life Europe dac (ALE) is an Irish domiciled entity with c.220,000 customers across various European markets. ALE is a direct subsidiary of AXA S.A. (www.axa.com) one of the leading insurances and asset management providers in the world. ALE was created in 2006 as a platform for the provision of guaranteed retail investment products across various markets. The company stopped writing new business in 2016. The policies currently under administration are long duration and complex to administer. ALE is focused on delivering best in class service to all our stakeholders including our shareholder, our staff, our regulator, and our customers. ALE is licensed and authorised by the Central Bank of Ireland (CBI). In Dublin, ALE currently has c.90 staff with ambitions to strategically evolve over the coming years.

Operating Environment and Objectives

This is an important role within ALE team based in Dublin. The role of the team in Dublin is to focus on all aspects of the management and oversight in relation to the German/French/Spanish/Italian/Portuguese/ UK business of ALE. The successful candidate will be mainly working on the German portfolio and will report to the Head of Customer Operations & Portfolio Management.

This role is classified as a Controlled Function (CF) in accordance with the Central Bank of Ireland’s (CBI) Fitness and Probity Regime. Applicants must be aware of the requirements to meet and maintain their ongoing appropriateness for the role in terms of the Fitness and Probity requirements set out by the CBI.

Main Activities

• Supervision of Service Level Agreements.
• Design of procedures for daily business transactions and complaints handling
  
• Monitoring and oversight of the in-force portfolio
• Participation in relevant alignment meetings with AXA Konzern AG (AKAG) to assure requirements are met from an ALE perspective
• Function as contact person for AKAG operations staff for clarification of working instructions / ALE position
• Monitoring and oversight of complaints management
• Participation in meetings with AKAG such as daily huddles, team meetings etc.
• Functions as contact person for AKAG complaints handling staff for clarification of ALE position / working instructions
• Conduct monthly complaints, AML and quality sampling
• Deliver and maintain a suite of regular MI reports, minutes and action logs for monthly Governance forums.
• Organisation of weekly and monthly tasks to ensure deadlines are met
• Support Head of Customer Operations & Portfolio Management in preparing slides and inputs to the quarterly ALE Board meetings.
• Active participation in handling of TwinStar transactions in AKAG systems to stay up-to date regarding all relevant tasks that are performed by AKAG
• Work closely with the team in Germany to implement any regulatory changes such as Common Reporting Standards, anti-money laundering (AML) etc.
• Translation of documents and procedure as required ensuring departments such as Compliance and Legal, can fully understand the case/documents.
• Travel to countries to support audits, reviews etc.
• Support the Head of Customer Operations & Portfolio Management on other tasks as he / she sees fit or deems appropriate especially in relation to the other portfolios
• Support any other projects that might arise within the Customer Operations & Portfolio Management Team

Skills and Experience

• Native German speaker and fluent in English (other additional languages a plus)
• High accuracy and attention to detail is a must
• Minimum of 3 years Financial Service Experience including complaints management
• Knowledge of life insurance regulatory requirements and emerging developments.
• Strong customer focus with an appreciation of customer needs
• Excellent communication and interpersonal skills
• Strong individual that has the ability to find solutions using own initiative.
• The ability to work to tight deadlines and produce high quality outputs.
• A ‘can do’ attitude and an ability to work independently as well as in a team
• Excellent organizational and analytical skills with an ability to multitask.
• Good knowledge of Word, Excel and Power Point.
• Travel will be required from time to time
• QFA qualified or/and willingness to completed relevant insurance qualification in English/German
• Knowledge of CRS/FATCA reporting a plus