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Location – Croydon – Hybrid – 3 days in the office and 2 days at home + regular international travel to other group sites
The role:
The Quality Lead for UK/IE is placed within the regional quality organization and reports to the Regional Quality & Training Lead in Operations. The role is responsible for ensuring and enhancing the quality of services of the operation in the country including quality process, customer satisfaction, complaints and leakage. This position involves developing and implementing quality management strategies, overseeing quality assurance processes and fostering continuous improvement initiatives. The Quality Lead for UK/IE collaborates with the central quality team and cross-functional teams to establish and maintain Operations quality standards, meet regulatory requirements and drive a culture of quality throughout the organization. This role is essential in delivering high-quality outcomes, maintaining a high level of customer satisfaction in the region and driving quality drivers awareness within the organization.
Primary objectives include:
1. Managing complaints.
2. Driving quality assurance audits.
3. Monitoring and measuring customer satisfaction levels (VoC/NPS).
4. Identifying areas for improvements and implementing initiatives aligned with the Group quality strategy.
5. Conducting OFR/CFR to identify leakage and define improvement measures within the organization.
Hours:
Hours are 35 hours per week, Monday to Sunday 07:00 – 18:00. However, due to the nature of this role, hours may vary in line with the needs of the business and may be subject to change.
Key Responsibilities:
1. Quality (incl leakage and complaints) Strategy: Participate in the development and implementation of the quality management strategy in the country.
2. Cross-Functional Collaboration: Collaborate with various departments of Allianz Partners to integrate quality measures into all aspects of the organization’s operations.
3. Quality Culture: Drive initiatives within the team and various departments to promote a culture of quality.
4. Quality Standards: Establish and maintain high-quality standards and ensure they align with industry best practices, group standards, and local regulatory requirements.
5. Quality Audits: Conduct regular audits to assess adherence to quality standards and identify areas for improvement.
6. Quality Certification: Implement and drive ISO and other certifications at the local level.
7. Quality Assurance: Plan, implement, and monitor quality assurance processes to ensure compliance with standards and regulations.
8. Quality Metrics: Establish and monitor key performance indicators (KPIs) related to quality, providing regular reports to leadership.
9. Customer Satisfaction: Follow the VOC/NPS score focusing on enhancing customer satisfaction by delivering high-quality services and addressing quality concerns.
10. Quality Circles and B-Partner Quality Committee: Implement and lead necessary quality committees to follow the performance of quality indicators.
11. Complaints Management: Roll out and maintain a sustainable complaints management process.
12. Complaints Handling: Receive, manage, and resolve complaints raised by customers and partners.
13. Continuous Improvement: Drive initiatives for continuous improvement in services and processes.
14. Customer Feedback: Analyze customer feedback and complaints to identify opportunities for improvement.
15. Leakage Management: Establish OFC and CFR control measures.
16. Process Development: Lead the design, development, and continuous improvement of Quality Management processes.
17. Risk Management: Identify and reduce potential quality risks.
18. Documentation: Ensure proper documentation of quality processes and procedures.
19. Financial & Budget Management: Develop and manage the budget of Quality scope.
20. Team Leadership: Build and lead a high-performing team of operations professionals.
About you:
1. 10+ years’ experience in working with intercultural operations in insurance, assistance or banking.
2. Strong knowledge in quality and complaints environment.
3. Experience in executing large scale strategy with cross-functional approach.
4. Understanding of the UK regulatory environment.
5. Strong customer satisfaction and process efficiency focus.
6. Ability to interact easily with senior management.
7. Strong communication skills, team spirit, and flexibility.
8. Ability to multitask and work remotely in an international environment.
9. Fluency in English.
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, grow, and 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. Lets care for tomorrow.
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