Operations Manager - Roadside Assistance

Allianz Partners

RSA Assistance

The “Operations Manager - Roadside Assistance “ is responsible for ensuring the Efficiency, Effectiveness and Engagement across the 24/7 Roadside Assistance platform. ~crlf~She/he oversees the day-to-day service delivery and leads transformation initiatives under agreed upon service levels, budget and timeline. ~crlf~This is a strategic role within our organization, reporting to the Head of Operations and having high exposure to senior management and the international headquarter, providing multiple career advancement opportunities, in Spain and abroad.~crlf~~crlf~

Key Responsibilities~crlf~• Supervise the day to day activities in order to achieve Customer SLA and internal KPI within the agreed upon budget. Anticipate needs, monitor service delivery and proactively implement action plans to resolve incidents and deviations ; ~crlf~• Lead the team and instil a culture of regular communication and feedback where each person has its individual development plan. Oversee recruitment, on-boarding, training, target setting, incentive model, … in close collaboration with HR ; ~crlf~• Prepare and execute annual and ad-hoc business plans with a strong emphasis on digital and automation initiatives ; in close collaboration with key stakeholders. Continuously seek for improvements and new ways to leverage technology ; ~crlf~• Document and present department results to internal and external stakeholders during regular business reviews. Develop clear and concise summaries to maintain the management regularly informed of project statuses and alerts/points of attention ; ~crlf~• Support the Sales dpt. in tender preparation and on-boarding of new clients. Foster an effective collaboration with other entities /departments such as Organization management (projects and IT), Performance management (reports and staffing), Headquarter and Offshore delivery center, etc. ;~crlf~• Ensure platform´s adherence to local and group company policies, functional rules and standards including but not limited to : audit findings, compliance, fraud & leakage, business continuity, protection & resilience, etc. ; in close collaboration with Operations support functions ;~crlf~• Act as a role model with regard to the Allianz People Attributes and proactively collaborate/share best practices with colleagues. Deputize the Head of Operations as needed and undertake any additional task as required by the hierarchy.~crlf~

Key Requirements/ Skill~crlf~• Degree in Business Administration, Psychology, Political science, Finance, Supply Chain, Engineering or any related field~crlf~• At least 5 years’ experience in a similar role, preferably in the BPO industry ~crlf~• Advanced analytical, business planning and project management skills - lean six sigma background appreciated~crlf~• Proven leadership abilities, can adequately deal with different stakeholders and high social and negotiation skills~crlf~• Good command of both Spanish and English ~crlf~• Team player and integrity. Hands on self-starter displaying a growth mindset and “make it happen” attitude ~crlf~• Open to occasional international business trips (up to. 2-3 weeks per year) ~crlf~• Working during traditional business hours ; remaining on duty in case of incident outside of traditional business hours (24/7 activity)

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. Join us. Let’s care for tomorrow.~crlf~~crlf~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.

Allianz Partners is a world leader in B2B2C insurance and assistance,specializing in the areas of international health & life, automotive, assistance and travel insurance.  Operating in over 76 countries, Allianz Partners offers global solutions that are redefining help, going beyond traditional insurance to help and protect customers wherever they are and whenever they need it.  Our innovative experts deliver future-ready, high-tech, high-touch products and services through four commercial brands: Allianz Assistance, Allianz Care, Allianz Automotive and Allianz Travel. We have over 19,000 employees who handle more than 54 million cases each year, motivated to go the extra mile to help customers and employees around the world. If this sounds like you, come and join us!

Allianz Partners is a fast changing company with strong growth ambitions. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we nourish them and invest in their careers because we recognize that your development and our growth and our development go hand in hand. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us! As an equal opportunity employer, Allianz Partners recognises that our strength lies in our people. We are committed to diversity and inclusivity and everyone is welcome to apply. More information regarding the Allianz Partners lines of business can be found at: www.allianz-partners.com~crlf~~crlf~

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Wir sind der globale Experte im Bereich Assistance, Kranken-, Kfz- und Reiseversicherung. (Englisch)