.JOB ENVIRONMENT The Mexico Operations Manager is responsible for QoS reporting and governance for their scope towards the entity(ies). The Service Manager will oversee that the quality and performance of the service delivery towards the entity(ies) meets expectations and ensures that the Service Levels are achieved. POSITION MISSION & MAIN ACTIVITIESMain Activities The Operations Manager: Acts as a primary point of contact for structural GTO Quality Of Service and general operational matters. Manages potential escalations and connects with the GTO organization (products, processes, GSC…) where relevant. Ensures the AXA GO executive management and/or entity(ies) executive management are kept informed during any escalations. Runs and/or participates in required operational alignment meetings (e.G. opco weekly ops, Monthly operations review instance, change board, …). Provides input to and represents Country QoS in AXA GO QoS boards (Weekly QoS, Monthly Forum). Supports communications with entity(ies) (in coordination with Major Incident Management (MIM) teams) regarding the impact and resolution of Major Incidents, Problems and SIPs. Monitors the performance and quality of products delivered by all product teams, by reviewing the monthly SLA and QoS reports as agreed in the contract. In the case of AXA GO services not meeting entity(ies) expectations or agreed Service Levels, determines and follows up on the necessary Service Improvements Plans (SIP) with the relevant product teams and AXA GO Problem Management. Coordinates the GO PDL/MOU and ensures the figures are agreed with the local entities and they reflect on the QoS dashboard. Ensures proper capacity and availability management reporting is available for the entity(ies) as agreed with the Capacity Management team. Prepares and presents necessary monthly service level reporting for entity(ies) QoS governance meeting.Your ProfilePROFILE, SKILLS & COMPETENCIESScope of activities: QoS reporting and governance, Service Improvements Plans (SIP), monthly service level reporting, contributes and supports in MIM resolution. Interactions: Leaders in Markets, Products, and GSC. Opco QoS governance meetings. Product Teams/Operations Team. Incident & Problem Senior Managers. Frequent discussions at Exec level.Experience Experience in Service Management, ITIL processes. Experience and knowledge of IT Operations. Have worked within a Global organization. About AXA As a world-leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working with 105 million customers, we've created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we're nurturing a culture of respect, for each other, for our customers and the communities around us. Join AXA and you'll feel like you belong, are included and can thrive