eCare Salesforce Functional Lead

Job Description:

Driving innovation in Salesforce case management as the Functional Lead for eCare. What you’ll be doing:

• Lead, mentor, and manage the Business Analyst team to ensure the delivery of high-quality, efficient, and user-friendly solutions within the eCare platform.
• Analyze complex workflows and business processes across multiple geographies, identifying inefficiencies and proposing innovative improvements to optimize operations.
• Gather, clarify, and document detailed business requirements from diverse stakeholders, ensuring clear communication and understanding across teams.
• Translate business needs into scalable, maintainable Salesforce solutions, leveraging standard features wherever possible to promote simplicity and sustainability.
• Oversee the solution design process, reviewing and validating technical specifications to ensure alignment with business expectations and best practices.
• Promote and enforce the use of Agile DevOps methodologies, facilitating transparency, collaboration, and iterative delivery cycles to ensure timely and successful project execution.
• Collaborate closely with global teams, including IT, product owners, and development teams, to define optimal design options that balance business value with technical feasibility.
• Challenge and validate estimates, technical approaches, and proposed solutions from Salesforce providers or internal development teams to ensure efficiency and effectiveness.
• Provide guidance and support to development teams during implementation, troubleshooting, and resolving blockers to maintain smooth progress.
• Validate and coordinate thorough testing of solutions by business users, ensuring solutions are fit for purpose before deployment to production environments.
• Monitor project KPIs such as capacity, velocity, story points, defect rates, and burndown charts to track progress, identify risks, and promote continuous improvement.
• Identify quick wins and streamline delivery processes to accelerate time-to-market while maintaining quality standards.
• Proactively explore and propose innovative features, platform enhancements, and best practices to continuously improve the eCare platform and maximize its strategic value.
• Lead change management initiatives, including user training, adoption strategies, and gathering feedback to ensure high user satisfaction and platform utilization.
• Foster a collaborative environment across geographies and teams, encouraging knowledge sharing, transparency, and a customer-centric approach to problem-solving.

What you’ll bring:* Strong Salesforce expertise with relevant certifications and a solid technical background

• Proven experience in Salesforce international deployment and complex system integrations
• Deep understanding of case management processes and best practices
• Hands-on experience with agile methodologies (Scrum, DevOps) and promoting digital innovations
• Excellent stakeholder management skills across diverse geographies and teams
• Ability to translate business needs into scalable, maintainable Salesforce solutions, adhering to best practices
• Skills in KPIs monitoring, project management, and problem-solving
• Customer-centric mindset with a passion for continuous improvement and innovation
• Effective communication and feedback skills in English, with adaptability and quick learning ability
• (Beneficial) experience in consulting, Assistance or Insurance sectors, API design, and change management tools like WalkMe

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)