AXA Looking for IT Account Administrator Team Lead (Deputy Manager) at Gurgaon, Haryana Full Time

Responsible for regional oversight of the Global Account Administration team. Responsible for delivering high quality services that improves the overall colleague experience. Provide support of IT-related Account Administration incidents and requests, ensuring agreed Service Levels are met, colleague expectations are managed, and key targets are achieved. Contribute to the continual improvement of service delivery across all channels of colleague communication.

Role Purpose:
Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement.

Provide IT support for all AXA XL colleagues across a range of services: new hire onboarding; leaver off boarding; colleague transfers; file share access; Active Directory administration and internal/external audits of IT systems

Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress in a timely manner.

Create a positive colleague support experience and build strong colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude.

Grow general knowledge of IT and business systems, training team members to increase the ability to resolve issues on first contact.

Provide input to Manager on performance appraisals for all Account Admin analysts.

Key Interactions:
Achievement of standard service levels, both individually and as part of a team.

Ensure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results.

Respond to colleague contacts and escalations within agreed timelines.

Illustrate incremental increase in baseline SLA adherence and first line resolution rate of the team.

Responsible people manager taking account and delivering on team and business expectations.

Ability to build effective working relationships across all areas of the business and IT.

Act as a coach and help the team members with career objectives.

Collaboration with other Service Management teams to identify service improvement opportunities.

Ability to think logically and make the right decision keeping team and organizational values intact.

Must be professional, courteous and enjoy working with people; critical thinking, creativity, and independent judgment are expected.

Bachelor’s degree and relevant IT experience required of 8-10 years, at least 2 years of people management experience

ITIL Foundations is a must.

ITIL Intermediate and AZ-900 would be add-on advantages.