Regional Head of Travel Contact Center UKBENE
Lead Allianz Partners UK/Ireland/Benelux Travel Contact Center Organization. This is an opportunity to join an award winning servicing organization servicing major clients in these countries. This role reports directly to Regional Head of Travel Operations and is accountable for Strategy and Execution of all Contact Center Operations activities in the region.
What you do
Strategic Leadership
* Develop and implement the strategic vision for the contact center, aligning with company goals and objectives for the UKI and Benelux region business.
* Support the organization's broader strategy through the implementation of policies and continuous improvement of operational systems processes and procedures, including alignment with our various service delivery channels
* Play a critical role in defining and implementing the servicing strategy for our Insurance business in terms of organizational structure, long term approach to remote working, modernizing our technology/capabilities, and challenging conventional thinking on metrics, performance management and how we service customers
* Oversee the contact center activities delegated to third parties with a clear monitoring framework.
Operational & Financial Performance
* Achieve all established servicing KPIs for all servicing channels (phone, email, chat, SMS, IVR) including but not limited to-service levels, quality, cost, customer and associate experience within respective budget
Collaboration
* This is a highly collaborative leadership role and requires close partnerships with external partners, internal sales & business teams, product managers and operational support teams
* Proactively identify solutions to customer and partner issues and concerns and develop and execute recommendation to resolve strategic issues
Process Excellence
* Oversee identification and research of broken processes and pertinent client issues; develop, recommend and implement improvements in collaboration with other departments
* Plan and facilitate team/ organizational interactions to ensure consistent communication of customer, product, policy or procedural information to enhance department performance and resolution of customer inquiries
* Leverage data and analytics to influence where improvements and change is required
* Collaborate with corporate partners including other business units across the world to ensure alignment with long term vision for servicing and influence as appropriate
* Collaborate with product managers across the business to drive transformational changes in our customer experience
Foster Employee Engagement & Develop Leaders
* Develop a highly engaged, high performing team
* Provide a great associate experience for all servicing associates across several call center teams inhouse, outsourced and offshored
* Promote strong management ethics and act as a role model for aspiring leaders
Foster Good Customer Outcomes & Compliance
* Ensure adherence to legal, regulatory and corporate requirements
* Review Customer Outcomes regularly and ensure corrective actions are identified and implemented in due time.
* Proactively identify and maintain a risk register
* Develop and maintain service-delivery plans (including budget, processes, tools) and design an approach and a plan to manage risks in the sourcing-strategy and service-delivery plans
What you bring
* Master's degree in related field or combination of relevant education and work experience
* Ten (10) years' management experience in a high-volume customer-focused environment
* Ability to think strategically within a 5 year time horizon
* Demonstrated success in meeting or exceeding customer satisfaction measurements
* Experience managing complex projects, clients, partners, and cross-functional teams
* Ability to work collaboratively and influence across all levels of the organization.
* Experience in budget management and financial acumen.
* Prior workforce management experience is a plus
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.
69321 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
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.
Great to have you on board. Let's care for tomorrow.