Ecare Business Support Analyst

As eCare Business Support Analyst you'll play a key role supporting UK & Ireland Operations’ current and future use of eCare, working closely with the eCare Solution Owner, the CMS Local Product Owner and the eCare Process Lead. A multi-faceted role including business administration of the eCare system, development and evolution of operational and management processes for using eCare and new requirements analysis & testing.

Part of wider global transformation, you'll contribute to our UK Motor and Home transformation programme. Reporting to the Interim Head of Operations Transformation with dotted line accountability to M&H Transformation Project Team. You'll have the opportunity to work both in BAU support for UK and Ireland, and to collaborate with international colleagues to shape the evolution of the system. At AXA we’re adopting a Hybrid way of working, empowering our people to balance their time between home and our Redhill office in a way that works best for them, their team and our customers. This role is being offered on a 12 month fixed term contract.

What you'll be doing:

• Setting up and managing eCare user accounts for all UK and Ireland system users. eCare data quality management and housekeeping.
• Expert input into prototyping eCare (Salesforce) reports and dashboards to enable effective management and reporting from the system. Taking the understanding at a central level and testing and adapting to ensure ‘fit for purpose’ at a local UK & Ireland level.
• eCare data quality management and housekeeping.
• Documenting and maintaining UK & Ireland Master Data in the eCare solution to enable on-boarding, changes and off-boarding of Clients and schemes.
• Gathering and assessing UK & Ireland Operational feedback on the use of eCare and trouble-shooting potential issues.
• Supporting the investigation, managing the escalation and resolution of production incidents, as appropriate.
• Designing, documenting and managing workaround techniques when required, ensuring users and solution owners are well informed.
• Requirements capture and clear documentation of new system features and functions, ensuring users and teams have access to the information and it is updated on a regular basis.
• Collaborative future development design with other Geos and central teams.
• Preparation and execution of User Acceptance Tests for UK and Ireland process and procedure impacts.
• Updating FAQs and Support Model materials to incorporate changes to system functionality and usage.
• Liaison with L&D regarding changes required to learning materials arising from system updates and changes.

• Practical knowledge of end-to-end case management business processes
• First hand experience of using a Salesforce-based case management system desirable.
• Expert User and/or user support/champion role for system implementation and Business Support.
• Proficient with MS Office applications, able to learn new system skills quickly and efficiently.
• Working effectively with peers and colleagues in multi-disciplinary teams. Able to manage own workload against clear priorities and deadlines.
• Attention to detail and accuracy in performance and documentation of tasks.
• Problem solving skills with evidence of driving continuous improvement and change.
• Ability to manage expectations and prioritise demands with a strong focus on delivery.
• Self-starter with desire to continuously improve. Inquisitive mindset with the ability to contribute actively to meetings with peers and seniors.
• Strong written and verbal communication skills to capture and convey detailed information accurately and understandably.
• Flexible and adaptable; able to work in ambiguous situations as part of delivering a team outcome.
• Keen and willing to learn new skills in fast moving environment.

One of the best things about joining AXA is our rewards package. 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:

• Competitive annual salary
• Annual company & performance-based bonus
• Group Personal Pension Plan
• Life Assurance 4x salary
• Private Healthcare Cover
• From 22 days holiday plus Bank Holidays
• AXA employee discounts

Our ambition is to become one of the most inspiring companies to work for, as such we’re committed to supporting employee needs, providing meaningful career development and celebrating differences. We understand that everyone has individual work and home life responsibilities, therefore we’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. As a regulated financial services company, all successful candidates will be subject to preemployment checks. We’re committed to providing equal opportunities for all, therefore we welcome and encourage applications from people of all backgrounds. As a disability confident employer, we’re pleased to offer our support and access to the AXA Accessibility Concierge should you require an alternative method of applying or any reasonable adjustments to be made during the recruitment process.

To apply, click ‘Apply Now’ and you’ll be able to upload your profile/CV from there. If you require an alternative method of applying or would like to discuss this role further, please send an email to amar.mehta@axa-uk.co.uk.

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