Automation Manager

AXA Partners is leading one of its largest-ever transformation programmes to redefine the future of travel insurance and assistance. The Travel D&A (Digital & Automation) team is at the heart of this ambition — accelerating digital adoption, driving automation, and delivering measurable operational efficiency across more than 12 countries and 400+ partners. Within this context, the Automation Manager plays a critical role ensuring that the digital capabilities and automation features developed by the Travel D&A team are not only built, but truly adopted and used — by countries, operations teams, underwriting, OpEx, and other functions — and that this adoption translates into real business value, specifically across the two core processes of the travel insurance business: claims reimbursements and travel and medical assistance cases.

What you’ll be doing:

The Automation Manager is accountable for the adoption of automation and digital features across operations, covering 12+ countries and 400+ partners — spanning both claims’ reimbursements and travel and medical assistance cases. You're the primary bridge between the D&A Delivery team and operational stakeholders, ensuring features delivered are effectively embedded into day-to-day processes. The role operates without direct reports but leads through influence, orchestrating a virtual cross-functional team spanning Change Management, Training, OpEx and other functions. It acts as the primary connection point between the central delivery organisation and 12+ local markets, ensuring that what is developed — particularly around STP and partial automation of operations — generates tangible and measurable impact.

Adoption Orchestration

• Orchestrate end-to-end adoption of digital and automation features delivered by the D&A Delivery team, ensuring tangible operational impact across all markets in scope.

• Coordinate a virtual cross-functional team spanning Change Management, Training, OpEx and other functions — providing direction and alignment without direct management authority.

• Identify adoption blockers across markets and mobilise the right levers — process, behavioural, or organisational — to overcome them.

• Prepare and animate key regular meetings to coordinate communication to all countries in scope.

STP and Partial Automation Embedding

• Lead the operational adoption of STP and partial automation initiatives, ensuring new capabilities are effectively absorbed into day-to-day operations through training, communication, process change and performance tracking.

• Defining and updating process alongside coordination with senior operations managers and transformation leads globally to drive behavioural and process change at scale.

• Ensure post go-live adoption reviews and feedback loops support continuous improvement of automation performance.

• Active engagement in the monitoring and adoption of AI-enabled tools and supporting processes, ensuring AI capabilities embedded in operations are effectively used and continuously improved.

Country and Stakeholder Coordination

• Serve as the key interface between the central D&A team and 12+ country teams, engaging local stakeholders, senior operations managers and country champions to drive local embedding.

• Build and maintain strong relationships with senior operations managers, transformation leads and local champions across all in-scope countries.

• Represent the adoption dimension in Travel D&A governance forums and local execution discussions.

Feedback Loop and Continuous Improvement

• Act as the strategic bridge between operational reality and the delivery organisation, channelling adoption data and operational feedback back into the product and development roadmap.

• Track and report on adoption KPIs and efficiency gains, ensuring features deliver the committed business value.

• Collaborate with the Head of Travel D&A to prioritise improvements based on adoption insights.

What you’ll bring:

• Degree in business, management, technology or a related field. Relevant certifications in change management, agile or programme management are desirable.

• Proven track record in digital adoption, change orchestration or transformation roles in an international or multicultural environment.

• Experience managing complex stakeholder landscapes across multiple geographies, engaging senior operations and transformation managers at country level.

• Demonstrated ability to lead through influence — coordinating cross-functional teams and driving outcomes without direct authority.

• Broad understanding of digital ecosystems, automation technologies and operational processes — able to connect technology, change, process and financial logic without being a deep specialist in each.

• Knowledge of STP concepts, AI-assisted operations and their application in insurance or assistance environments.

• Familiarity with change management frameworks and adoption measurement approaches.

• Ability to identify the key levers that drive efficiency and maximise the impact of automation in an operational context.

• Capacity to connect the dots across disciplines — technology, operations, change and financial logic — to identify the right levers for impact.

• Strong organisational skills, with the ability to manage multiple workstreams simultaneously.

• Fluent English (written and spoken) is required. Spanish or French is a strong plus.

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 - globalhr@partners.axa

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)