Lead Automation Development & RPA

1. POSITION DESCRIPTION

Position Title

Lead Automation Development & Operations

2. JOB ENVIRONMENT

AXA Global Business Services

Our Mission:

In the heart of AXA, our role is multi-layered. From insurance operations to corporate functions, we leverage data, technology, and diverse capabilities to enhance our partners' performance in a streamlined, efficient manner.

Our Vision:

We are not just about today; we are shaping tomorrow. Our vision is to continuously develop new skills and solutions, opening doors to fresh opportunities. This means committing to the highest service and quality levels, embracing continuous improvement, and fostering courage and boldness within our team.

For over 25 years, our operations have spanned across five delivery centres in India and Morocco, serving more than 35 AXA entities. Our 3,800+ strong workforce is the heartbeat of our organisation, moving forward in a culture of trust, empowerment, and care. Driven by our values, we are a cohesive global team, quick to adapt to market dynamics, united by the desire to excel.

Our Centres of Excellence (COEs) offer advanced services, shaping tailor-made solutions for our partners in the Tech, Security, Data, Insurance Ops and Corporate function Ops domain.

The AXAllence strategic plan for 2024-26 charts our future course, focusing on operational efficiency, employee retention and skill enhancement, and delivering unparalleled value to our partners. These pillars, supported by our vision and mission, are the foundation of our commitment to AXA.

In essence, while our heritage lies in delivering value in BPO services, our innovative spirit thrives in the IT domain, all in support of the overarching AXA Group strategy. At AXA Global Business Services, we are not just preparing for the future; we are actively creating it.

Join us on this exciting journey!

3. POSITION PURPOSE

The Automation Development & Operations Lead will serve as a key strategic leader within AXA GBS and our Industrial Automation Unit, responsible for ensuring operational excellence across a complex ecosystem of intelligent automation solutions, including RPA, AI, PowerApps, and IDP. This role demands a highly experienced professional with a strong technical background, a strategic mindset, and a passion for delivering measurable value to our partners.

You will lead a team of Solution Architects, Developers and oversee the end-to-end management of automation operations, including proactive monitoring, predictive analytics, incident resolution, and structured change management, all tailored to align with our partners unique environments and application landscapes.

Your leadership will be instrumental in defining and enforcing architecture principles, coding standards, and agile methodologies that drive high-quality, scalable automation solutions.

In addition, you will establish and monitor KPIs to demonstrate SLA performance and clearly communicate the value of automation initiatives. The ideal candidate will excel at balancing immediate issue resolution with long-term strategic planning, fostering a high-performing team, and cultivating a culture of continuous improvement in a fast-paced, results-driven environment.

4. ROLES & RESPONSIBILITIES

1.

• Drive Thought Leadership: Stay at the forefront of intelligent automation, RPA, AI (LLM & SLM), PowerApps, and IDP technologies, influencing future automation strategies and innovations.
• Technology Roadmap: Develop and maintain a forward-looking roadmap for operational excellence, integrating cutting-edge tools and methodologies to sustain competitive advantage.
• Cross-Functional Alignment: Collaborate closely with Automation Factory leads and other stakeholders to ensure seamless alignment across the entire automation lifecycle, delivering projects on time and with high quality.
• Leadership & Influencing: Lead diverse, multidisciplinary teams effectively, fostering engagement and collaboration across functions.
• Culture of Innovation: Cultivate a proactive problem-solving environment, empowering teams to anticipate, identify, and resolve issues efficiently.

2.

• Build & Mentor: Assemble, mentor, and lead a high-performing team of Solution Architects, Developers, and Automation Operations Specialists, nurturing a culture of accountability, innovation, and continuous improvement.
• Role Clarity & Growth: Define clear roles, responsibilities, and career development pathways to support team members' growth and expertise.
• Knowledge Sharing: Promote cross-functional collaboration, ensuring effective knowledge transfer and synergy within the Industrial Automation Unit.

3.

• Architecture Principles: Define and uphold architecture standards that ensure scalability, security, and maintainability autoamtion solutions.
• Coding Standards: Implement best practices for coding, version control, and documentation to ensure high-quality, consistent automation solutions.
• Development & Deployment Methodologies: Advocate for Agile and DevOps practices, enabling rapid development, continuous integration/delivery (CI/CD), and iterative improvements.

4.

• Operational Frameworks: Establish and oversee the Operations of our implemented automation solutions, implementing robust frameworks to manage the complexities of intelligent automation solutions.
• Tailored Processes: Adapt operational procedures to meet the specific needs of partners, aligning with their technology landscapes, business processes, and regulatory requirements.
• Issue Resolution & Monitoring: Build operational readiness to proactively identify, diagnose, and resolve issues across various automation technologies, minimizing downtime and enhancing partner satisfaction.
• Advanced Monitoring: Implement sophisticated monitoring systems with predictive analytics to manage complex RPA bots, AI (LLM & SLM), PowerApps integrations, and IDP workflows.
• Incident Management: Develop incident response frameworks tailored to the unique challenges of intelligent automation, ensuring rapid resolution and minimal operational disruption.
• Risk Mitigation: Design and deploy proactive monitoring strategies, leveraging predictive analytics to identify and mitigate potential risks before they impact operations.

5.

• Agile Methodologies: Lead automation projects using Agile principles, ensuring iterative delivery, stakeholder engagement, and adaptability to changing requirements.
• Collaboration & Transparency: Foster an environment of transparency and collaboration within teams and with stakeholders, utilizing Agile ceremonies such as sprint planning, reviews, and retrospectives.
• Continuous Improvement: Promote a culture of continuous learning and improvement through regular feedback loops, retrospectives, and process optimizations.

6.

• Analytical Skills: Demonstrate exceptional logical reasoning, analytical thinking, and decisive judgment, with a methodical approach to problem analysis and resolution.
• Effective Communication: Possess excellent presentation, verbal, and written communication skills to facilitate clear, impactful interactions with stakeholders at all levels.

5. QUALIFICATIONS & EXPERIENCE REQUIRED

Experience

Required:

1. Bachelor’s degree in Information Technology, Computer Science, or a related field; Master’s degree is a plus.

2. Minimum 16+ years of experience in automation operations, IT service management, or process optimization, with at least 5 years in a senior leadership role.

3. Proven experience in managing teams and operations for complex intelligent automation ecosystems, including RPA, AI (LLM & SLM), PowerApps, and IDP.

4. Expertise in proactive monitoring tools, predictive analytics, and incident management processes designed for high-complexity environments.

5. Strong understanding of ITIL frameworks, change management principles, and operational governance.

6. Demonstrated ability to define and track KPIs and SLA performance to showcase operational value.

7. Ability to conceptualize and implement a roadmap for operational excellence in complex automation environments.

Preferred

1. Industry certifications such as UiPath, BluePrism, ITIL, PMP, Six Sigma, or equivalent.

2. Hands-on experience with automation platforms in the insurance and finance sectors.

3. Familiarity with compliance and regulatory requirements in the insurance and financial industries.

4. Practical experience implementing Agile methodologies, DevOps practices, and CI/CD pipelines to enable rapid, reliable, and scalable automation development and deployment.

Role & responsibilities

Preferred candidate profile