Senior Operations Lead

Job description

We are expanding our Travel Assistance operation in Ostrava, taking over key processes and responsibilities from our colleagues in Germany. In this role, you will help shape the way the new operation works, develop Supervisors, drive operational performance and build a strong team culture. You will work closely with colleagues across countries and functions and play an important role in the continued development of our Operations department.

If you are an experienced people leader who enjoys taking ownership, developing others and turning ideas into practical improvements, this could be your next challenge.

What you’ll be doing

Lead and develop Supervisors and their teams, creating an environment where people can perform, grow and take ownership. Take ownership of operational performance, using data and insights to identify opportunities and drive improvements in quality, productivity and customer experience. Help build and shape the new Travel Assistance operation, including processes, workflows, daily routines and ways of working. Coach Supervisors and team members, provide meaningful feedback and support their professional development.

Act as a key escalation point for complex and sensitive cases, ensuring effective and customer-focused solutions. Communicate business priorities and ensure alignment across teams, while building strong collaboration with internal stakeholders. Lead and contribute to cross-functional and international projects, supporting the implementation of new processes and operational changes. Support recruitment and development of Supervisors and other key operational roles.

Represent the operation within the wider organisation and ensure compliance with relevant company policies, regulations and standards.

What you’ll bring

3+ years of leadership experience, ideally managing Supervisors, Team Leaders or larger operational teams. Fluent German (C1 or higher / native speaker) – essential for this role. English at B2 level or higher. Native-level Czech or Polish. Experience in customer service, operations, service quality or a similar environment. Strong analytical and problem-solving skills, with the ability to turn data and insights into decisions and improvements.

Excellent communication and stakeholder management skills. A proactive mindset, strong sense of ownership and accountability, and confidence in making decisions. The ability to motivate people, build trust and create a positive and collaborative team environment. Good knowledge of MS Office and digital tools. Experience in insurance, assistance services, B2C operations, process improvement or project coordination is an advantage.

What we offer

At AXA Partners, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that.

You can expect to receive

Language surcharge 10 000 CZK Yearly bonuses up to 15% of the gross yearly salary 25 days of vacation Meal vouchers worth 150 CZK from day one Home office 2 days per week (after training), including full equipment (laptop, monitor, docking station, etc.) Smart working allowance (1200 CZK/month) MultiSport or

Pluxee Flexi Pass (500 CZK/month contribution) Telemedicine – 24/7 online medical support for you and up to five family members Pension contribution (1,000 CZK/month) Fully covered life insurance Free European travel insurance, including coverage for extreme sports and roadside assistance Development programs and courses, including access to LinkedIn Learning A friendly team of colleagues

Office refreshments ... and much more (discounts at our partners etc.) To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV.

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - [email protected] Who we are: We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide.

What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.

Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)