This role is within the Operations division within Allianz Partners, ensuring service delivery for the Roadside Assistance (RSA) & Mobility Line of Business (LoB). Reporting to the Regional Head of Operations Mobility (RSA), you would be responsible for overseeing service delivery for RSA & Mobility for UK and Ireland markets.
This senior management position involves overseeing and optimizing all aspects of the Mobility (RSA) platform within the countries in scope, focusing on driving effectiveness & efficiency of the service delivery within budget, meeting operational KPIs & contractual SLAs, focusing on positive customer experience, proactive participation in tenders and strategic planning.
What you do
Operational Excellence
* Responsible for day-to-day operations, adhering to cost targets by ensuring efficiency & productivity, delivering services in quality to achieve ambitious customer satisfaction targets, and compliance with regulatory standards within all markets under your scope.
* Steer operating rhythm to track performance on daily/weekly/monthly basis,
* be the point of escalation for your local operations for any performance deviations for all the markets under your scope.
* Planning of contingency plans for peak season, unplanned volume spikes, events etc. (including backup workforce planning) to ensure operational service delivery and SLA compliance for all the markets under your scope.
* Ensure country heads of Mobility (RSA) operations are continuously giving feedback to local WFM team to optimize resource utilization to ensure cost-effectiveness and productivity.
* Monitor quality assurance processes to ensure the delivery of high-quality services.
* Work closely with other teams and departments to ensure a seamless service delivery process,
* Find synergies across all markets to further optimize the operations activities, implement best practices from one market to another under your scope.
Team Leadership
* Recruit, train, and mentor team members to ensure a skilled and motivated workforce.
* Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
* Communicate the company's vision and strategy to the team, ensuring a shared understanding and commitment.
* Address challenges and obstacles that may arise in service delivery promptly and effectively.
* Encourage a problem-solving mindset within the team to resolve issues efficiently.
* Identify training needs within the team and provide opportunities for skill development.
* Promote employee engagement initiatives to maintain a positive and motivated team, address employee concerns and maintain a healthy work environment.
Customer Experience
* Instill a customer-centric approach within the team, emphasizing the importance of meeting customer expectations.
* Developing, sustaining, and enhancing the platform team with a concentration on customer-centricity to enhance feedback through the Voice of Customer (VoC) and mitigate the frequency of complaints.
* Use customer feedback through VoC to drive improvements in service delivery processes.
Financial Management
* Delivery quality service to end customers within budget.
* Develop & implement proactively levers to optimize operational costs within the scope.
What you bring
* +10 years of experience in running claim, operations or similar function.
* Proven experience in a senior leadership role within Assistance Operations, preferably within RSA business, managing call centers, service network, back-office activities.
* Hands-on experience in managing large complex local operations.
* Experience in adaption and maturing the platform on digitalization and automation.
* Ability to lead customer delivery through local and remote (offshored) teams.
* Customer-centric mindset.
* Strong people management skill, experience working with cross-functional teams.
* Experience in people management like development plan, attrition, conflict management, etc.
* Excellent communication and interpersonal abilities, comfortable interacting with Top management.
* In-depth knowledge of local assistance regulations and market trends.
* Fluency in English is mandatory.
What we offer
Our employees play an integral part in our success as a business. We empower and encourage personal and professional development with a 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 a key priority, and we build Work Well programs to provide peace of mind and flexibility for a better work-life balance.
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