Responsable d'Unité de Management (H/F) OPS MANAGER à Technopolis | Rabat (Maroc) للعمل في ادارة الرباط

Overview

AXA Services Maroc, the customer relationship expertise center for AXA France, AXA Direct France, AXA Assistance, AXA Belgium, and AXA Switzerland, is seeking a dynamic and experienced Responsable d'Unité de Management (H/F) OPS MANAGER to join its team in Technopolis, Rabat. This is a key leadership role responsible for driving operational excellence, managing teams, and ensuring the highest standards of service delivery within a fast-paced, multilingual environment.

Core Responsibilities

• Lead and manage a team of customer service representatives, ensuring performance targets are met and exceeded.
• Develop and implement operational strategies to optimize efficiency, quality, and customer satisfaction.
• Monitor key performance indicators (KPIs) and conduct regular performance reviews to drive continuous improvement.
• Coordinate with cross-functional teams to streamline processes and resolve operational issues.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Provide coaching, training, and professional development opportunities to team members.
• Prepare and present operational reports to senior management.

Required Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in operations management, preferably in a contact center or customer service environment.
• Proven leadership skills with the ability to motivate and develop high-performing teams.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills in French and English; Arabic is a plus.
• Proficiency in Microsoft Office Suite and CRM software.

Preferred Skills

• Experience in the insurance or financial services industry.
• Knowledge of Lean Six Sigma or other process improvement methodologies.
• Familiarity with workforce management and quality assurance tools.
• Ability to thrive in a multicultural and multilingual environment.

Why Join AXA Services Maroc?

This role offers the opportunity to work for a global leader in insurance and financial services, based in the vibrant Technopolis hub in Rabat. You will be part of a supportive and innovative culture that values professional growth, diversity, and operational excellence. AXA Services Maroc provides a competitive compensation package and a clear path for career advancement.