Account Management Officer

About the job

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 by preparing governance, tracking performance, coordinating stakeholders, and keeping our customers informed, freeing the AM to focus on strategic dialogue while you orchestrate the operational engine. Responsibilities

Act as the primary operational point of contact for Entities/OpCos

Build strong working relationships with key Entity contacts and relevant Go internal teams. Ensure proactive, clear, and consistent communications; help Entities navigate GO. Align with internal teams before responding to Entities to maintain “One Voice”.

Support strategy execution and product adoption

Support the Account Manager in preparation of executive talks with data, narratives, and materials.

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 as needed. Not involved by default on P3; engage Technical Account Manager as required. Draft and coordinate severe‑incident updates for CIOs and key stakeholders as directed by the AM.

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. Collaborate with cross‑functional teams to ensure client satisfaction.

Contribute to risk identification and follow‑up

Surface and document people, financial, operational, and security risks. Maintain risk/action logs and coordinate mitigation progress with owners.

Enable financial transparency and support revenue assurance

Assist in preparing inputs for Finance Instance/Clearance meetings and liaise with GO Commercial Finance, GO Products, and PBP. Support volume consolidation, Q&A, charge card validation checks, invoice tracking and cash collection. Provide timely inputs/checks for SFL consolidation and Charge Card forecasts. Support Joint Savings programs and entity business case development.

Orchestrate governance and reporting

Set cadence, prepare agendas, minutes, action logs, and follow‑ups for operational governance. Build and maintain operational decks; present at operational forums. Publish relevant reporting to Entities (service performance, audit/security/financial risk, global programs). Track contractual coverage and follow up on gaps.

Manage end‑to‑end request intake and tracking

Receive, log, prioritize, and track all engagement requests and queries; keep requestors informed. Coordinate with delivery and product teams to progress requests to closure. Support local implementation of global products/processes/tools.

Assist with project cost proposals and SoWs

Collaborate with GO Products/Demand Manager Officer/Entities on initial cost proposals/SoWs for projects. Maintain transparency on what is in and out of scope; hand over to AM for legal/contractual escalations.

Act as operational backup to the AM

Ensure continuity on operational topics during AM absence; elevate strategic or sensitive items promptly upon return.

Qualifications

Experience

Strong IT background. Experience working in a complex global organization. Good understanding of Group Operations Governance. Solid understanding of insurance business needs, regulatory and risk controls, legal and compliance, data privacy, financial management, and IT service delivery.

Interpersonal skills

Excellent communication and listening; ability to build trustful relationships at all levels. Excellent facilitation skills to manage conflicting interests with a constructive and transversal mindset. Ability to work in multi‑cultural teams and achieve results in a matrix organization. Ability to work under pressure. Proactive and customer‑centric mindset.

Organization

Group Technology Operations (GTO) aims at designing, developing, and operating Global AXA IT products, delivering them to AXA Entities and the AXA Group. You will join the Asia & Africa Market department within the GTO division, serving 18 countries and 32 entities across Asia and Africa. Job details

Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Information Technology Industries: IT Services and IT Consulting

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