We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 22,000 employees across 78 countries.
The Travel Quality manager is placed within our UK and IE Quality department in Az Partners Operations and is directly reporting to the UK and IE Quality Lead.
This role will work closely with the different stakeholders in Travel operations and in Quality as well as other relevant departments such as Compliance and VOC Central Team.
The Travel Quality manager is responsible to manage quality for the Travel Operations in alignment with the UK and IE quality strategy deployed for Operations. He/She will actively support the UK and IE quality Lead and will closely work with his peers to ensure quality consistency cross LoB.
What You’ll Do:
* Travel Quality Strategy: Participate in the development and implementation of the quality management strategy for the Travel LoB: Travel Claims, Travel Sales, and Medical Assistance.
* Travel Cross Collaboration: Collaborate with the various Travel departments of Allianz Partners to integrate quality measures into all aspects of Travel operations.
* Quality Culture: Drive initiatives within the team and various departments to promote a culture of quality.
* Quality Standards: Establish and maintain high-quality standards and ensure they align with Travel industry best practices, group standards, and local regulatory requirements.
* Quality Assurance: Plan, implement, and monitor quality assurance processes to ensure compliance with standards and regulations in collaboration with other departments.
* Customer Satisfaction: Follow the VOC/NPS score focusing on enhancing customer satisfaction by delivering high-quality services and addressing quality concerns promptly and effectively.
* B-Partner Quality Committee: Implement and lead the necessary Travel B-Partners quality committee to follow the performance of quality indicators and implement action plans.
* Monthly Travel Operations Quality Circle: Roll out and develop the monthly travel operations quality circle providing feedback loop to Travel operations, sales, compliance, and senior management.
* Customer Feedback: Analyze customer feedback and complaints to identify opportunities for improvement and address quality issues.
* Leakage Management: Establish OFC and CFR control measures. Track the leakage rate and savings within the region and implement the appropriate actions.
* Risk Management: Identify and reduce potential quality risks by initiating measures to prevent defects and errors within the processes of Allianz Partners.
* Documentation: Ensure proper documentation of quality processes, procedures, and outcomes to facilitate transparency and accountability throughout the organization.
* Team Leadership: Build and lead a high-performing team of operations professionals and foster a culture of innovation and excellence.
What You Will Bring:
* 10+ years of experience in Travel claims or banking environment.
* Exposure to the FCA or management of activities regulated.
* AC II certification.
* Strong knowledge in quality, training, and leakage environment.
* Experience in executing large scale strategy.
* Strong customer satisfaction and process efficiency focus.
* Ability to interact easily with senior management and drive meetings.
* Strong communication skills, team spirit, and flexibility.
* Ability to multitask and work remotely.
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