Head of Easy Living Operations
2 tygodni temu
What you do
The Head of Easy Living Operations (Sub-Regional Head) is within our Operations division, providing service delivery to our customers and own operational processes and delivery for our Easy Living Line of Business (LoB). The role, reporting directly to the Global Head of Easy Living Operations, is a management role responsible for overseeing and managing the day-to-day Easy Living insurance and service operations division in the sub-region and requires a strong focus on delivering operational results, efficiency, and customer satisfaction. Primary objectives include establishing short- and long-term strategic plans for Easy Living operations in your region, in alignment with corporate directions, providing leadership to senior managers and country leads, delivering superior customer service regionally and within each country and team, driving change management efforts to create operational efficiencies and competitive advantage in the region. This role also includes liaison with the senior executives across all divisions, both internally and externally, such as Business partners/customers, Sales, Marketing & Operational Management (OM) functions as well as all major functional role withing Global Operations and within the company.
Execute Strategy: Whilst running the daily operations in the region, implement the new LOB structure in the Easy Living LOB in the region and ensure efficient delivery of Easy Living insurance and assistance services while aligning with the overall LOB goals and objectives. Performance Metrics: Deliver on established key performance indicators to ensure meeting targets set for budget, service delivery, customer experience, and efficiency within the region. Generate and analyze reports on operational performance and efficiency, providing regular updates to senior management. Cost Control: ensure management of resources and deliver of KPIs within agreed FTE counts and budgets allocated in Planning Dialog. Manage external costs in line with LoB profitability strategy. Collaboration: Collaborate with the rest of the Easy Living Operations leadership team and contribute positively to the overall success of Operations. Process Management: Execute the optimal Easy Living insurance process across the region and across direct report contact centers and claim handling functions and drive consistency in the execution. Manage the day-to-day process and operation and ensure delivery of the 5-star customer rating. Operating Model: Transition the Easy Living LOB for the region to a new operating model that includes increasing offshoring/nearshoring and regionalization resulting in a more streamline efficient organization. Implement group standards & policies related to operations setup, steering & processes, fosters collaboration across units, and streamlines platform processes of in-and outbound call center & claims activities. Innovation: Support the development of digital tools and digital roadmap by providing subject matter expertise, training, and change management within the operations team. Financial & Budget Management: Manage Easy Living Operations operating budget in the region. Quality Assurance: Implement quality control measures to ensure accuracy and quality of all Easy Living processes, complaint handling, and fraud control. Regulatory Compliance: Ensure that the Easy Living insurance operations comply with all relevant international and local regulations, working with legal and compliance teams to stay up to date on evolving laws. Team Leadership: Develop teams and leaders, providing coaching on growth and career planning to aid succession management and building of talent bench. Support analysis and improvement of the AES results and drive actions that will improve the employee experience. Claims & Contact Center Management: Set the strategy and run country operations for Easy Living claims process to ensure efficient and fair claims handling for policyholders. Prioritize customer satisfaction and address customer inquiries, concerns, and feedback to enhance the overall customer experience. Customer Experience: Stay up to date with global Easy Living trends, customer preferences, and regulatory changes to ensure the company's operations remain competitive, compliant, and customer focused. Set 5-star voice of the customer processes across all locations in alignment with global and local strategies driving consistent customer delivery experience. Combined country and sub-regional lead: Easy Living Operations Head will in general combine his / her sub-regional role with the country-level lead role.Key requirements/What you bring
10+ years' experience in running large operations in Insurance, Assistance or Banking Strong knowledge performance management in call centres and claims departments Demonstratable experience of executing operational strategies across countries and cultures Ability to interact fluently with senior management and clearly articulate your position Capability to operate in a cross cultural environment and complex stakeholder framework Strong client and customer service orientation Fluent in EnglishKey benefits/What we offer
Our employees play an integral part in our success as a business.
We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in
a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.
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