Senior Claims Business Analyst (m/f/d), based in Munich

Allianz Global Corporate & Specialty
  • Job Purpose/ Role

    The job holder is asked to support the True Customer Centricity (TCC) processes for Claims by:~crlf~##Coordinating the customer feedback gathering for claims ~crlf~##Developing customer centric performance metrics to manage customer satisfaction~crlf~##Supporting the steering of the Claims Dialogue and value proposition with Global Brokers ~crlf~##Taking ownership of the global strategy to interact with customers through digital platforms (e.g. myAGCS.com)~crlf~ ~crlf~One of the main challenges of this position will be to ensure across all OEs that True Customer Centricity is part of all future consideration and that customer expectations are consistently followed while changes to our customer journey through offshoring, automation and digitalization are happening

  • Key Responsibilities

    Customer satisfaction: ~crlf~##Drive feedback cycle i.e. frequency of surveys, feedback analysis, supporting regions in development of follow-up initiatives ~crlf~##Monitor and analyze NPS in AGCS markets and broker survey feedback and align Claims Customer Excellence activities with Global Broker Management and other stakeholders~crlf~##Accountable for developing and implementing an annual action plan to support strengths and address vulnerabilities ~crlf~##Measure impact of initiatives and ensure effectiveness~crlf~ ~crlf~Claims TCC KPIs:~crlf~##Coordinate the development of global claims service standards in collaboration with the regions~crlf~##Define, implement and manage global Claims portfolio related KPIs ~crlf~##Analyze the competitive environment related to Claims service standards and provide insights and ideas that allow AGCS to maintain a market leading position in that field~crlf~ ~crlf~Global Broker Claims Dialogue:~crlf~##Support the Claims Dialogue with Global Brokers through coordination and tracking of agreed initiatives~crlf~##Support the relationship management with Global Brokers through preparation and co-ordination of agendas~crlf~##Build and maintain personal relationships with counterparts in Global brokers~crlf~ ~crlf~Business liaison function~crlf~##Represent Claims in multifunctional projects, initiatives and steering groups related to TCC ~crlf~##Claims liaison towards internal stakeholders (e.g. MM, UW) providing TCC related input for new product development, new business cases etc. ~crlf~##Drive development and implementation of TCC related functionalities in new claims data platform and solutions~crlf~ ~crlf~Innovate Customer Journeys:~crlf~##Support the use of CE methodology in AGCS Claims to evolve and innovate customer journeys~crlf~##Ensure that digitalization roadmap is strengthening the customer experience

  • Key Requirements/ Skills

    Required Education and Experience~crlf~##Preferable University Degree in relevant discipline or insurance qualification~crlf~##Strong experience (5-7 years) in international industrial insurance and / or Reinsurance industry~crlf~##Relevant experience in business, preferably Claims in client facing roles with accountability for service delivery~crlf~##Experience of working internationally and in a Matrix with strong ability for cross border adaption~crlf~ ~crlf~Technical Skills~crlf~##Claims Handling: Knowledge of claims handling processes (at least in 1 LoB)~crlf~##Marketing: Understanding of marketing and sales related techniques and dynamics in the corporate and midcorp insurance markets~crlf~##Products & Coverages: Understanding of relevant products & wordings ~crlf~##Robust knowledge of AGCS Claims platform landscape and its functionalities~crlf~##Fluent in English, German appreciated~crlf~ ~crlf~General Skills~crlf~##Communication & Presentation: Ability to express ideas and messages clearly, both written and verbally. Ability to "sell" an improvised or prepared audience winning story~crlf~##Analytical Skills: Ability to effectively absorb information from various sources, analyze, study or examine data in detail, and draw appropriate conclusions~crlf~##Change Management: good understanding of mechanism

  • About Allianz

    Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 88 million private and corporate customers and more than 140,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~Allianz is an equal opportunity employer. Everybody is welcome, regardless of other characteristics such as gender, age, origin, nationality, race or ethnicity, religion, disability, or sexual orientation.

    Allianz Global Corporate & Specialty (AGCS) is the Allianz Group's dedicated carrier for corporate and specialty insurance business. AGCS provides insurance and risk consultancy across the whole spectrum of specialty, alternative risk transfer and corporate business: Marine, Aviation (incl. Space), Energy, Engineering, Entertainment, Financial Lines (incl. D&O), Liability, Mid-Corporate and Property insurance (incl. International Insurance Programs).

    Worldwide, AGCS operates in 30 countries with own units and in over 210 countries and territories through the Allianz Group network and partners. In 2016, it employed around 5,000 people and provided insurance solutions to more than three quarters of the 'Fortune Global 500' companies, writing a total of €7.6 billion gross premium worldwide.~crlf~~crlf~AGCS SE is rated AA by Standard & Poor's and A+ by A.M. Best.~crlf~~crlf~AGCS promotes an individual work-life balance for example the possibilit y of working part-time. Provided that the job with its respective basic conditions is suitable for this, all positions advertised on a full-time basis can also be filled on a part-time basis.~crlf~~crlf~If you are currently exempted from statutory pension obligations under section 6 (1) sentence 1 no. 1 SGB VI, please take a look at the important and binding notes in the HR lexicon under: Money / Social Security / Annuity Insurance / Pension Insurance exemption.~crlf~~crlf~More information about careers at Allianz Global Corporate Specialty can be found at www.agcs.allianz.com/careers~crlf~~crlf~

Job Purpose/ Role

The job holder is asked to support the True Customer Centricity (TCC) processes for Claims by:~crlf~##Coordinating the customer feedback gathering for claims ~crlf~##Developing customer centric performance metrics to manage customer satisfaction~crlf~##Supporting the steering of the Claims Dialogue and value proposition with Global Brokers ~crlf~##Taking ownership of the global strategy to interact with customers through digital platforms (e.g. myAGCS.com)~crlf~ ~crlf~One of the main challenges of this position will be to ensure across all OEs that True Customer Centricity is part of all future consideration and that customer expectations are consistently followed while changes to our customer journey through offshoring, automation and digitalization are happening

Key Responsibilities

Customer satisfaction: ~crlf~##Drive feedback cycle i.e. frequency of surveys, feedback analysis, supporting regions in development of follow-up initiatives ~crlf~##Monitor and analyze NPS in AGCS markets and broker survey feedback and align Claims Customer Excellence activities with Global Broker Management and other stakeholders~crlf~##Accountable for developing and implementing an annual action plan to support strengths and address vulnerabilities ~crlf~##Measure impact of initiatives and ensure effectiveness~crlf~ ~crlf~Claims TCC KPIs:~crlf~##Coordinate the development of global claims service standards in collaboration with the regions~crlf~##Define, implement and manage global Claims portfolio related KPIs ~crlf~##Analyze the competitive environment related to Claims service standards and provide insights and ideas that allow AGCS to maintain a market leading position in that field~crlf~ ~crlf~Global Broker Claims Dialogue:~crlf~##Support the Claims Dialogue with Global Brokers through coordination and tracking of agreed initiatives~crlf~##Support the relationship management with Global Brokers through preparation and co-ordination of agendas~crlf~##Build and maintain personal relationships with counterparts in Global brokers~crlf~ ~crlf~Business liaison function~crlf~##Represent Claims in multifunctional projects, initiatives and steering groups related to TCC ~crlf~##Claims liaison towards internal stakeholders (e.g. MM, UW) providing TCC related input for new product development, new business cases etc. ~crlf~##Drive development and implementation of TCC related functionalities in new claims data platform and solutions~crlf~ ~crlf~Innovate Customer Journeys:~crlf~##Support the use of CE methodology in AGCS Claims to evolve and innovate customer journeys~crlf~##Ensure that digitalization roadmap is strengthening the customer experience

Key Requirements/ Skills

Required Education and Experience~crlf~##Preferable University Degree in relevant discipline or insurance qualification~crlf~##Strong experience (5-7 years) in international industrial insurance and / or Reinsurance industry~crlf~##Relevant experience in business, preferably Claims in client facing roles with accountability for service delivery~crlf~##Experience of working internationally and in a Matrix with strong ability for cross border adaption~crlf~ ~crlf~Technical Skills~crlf~##Claims Handling: Knowledge of claims handling processes (at least in 1 LoB)~crlf~##Marketing: Understanding of marketing and sales related techniques and dynamics in the corporate and midcorp insurance markets~crlf~##Products & Coverages: Understanding of relevant products & wordings ~crlf~##Robust knowledge of AGCS Claims platform landscape and its functionalities~crlf~##Fluent in English, German appreciated~crlf~ ~crlf~General Skills~crlf~##Communication & Presentation: Ability to express ideas and messages clearly, both written and verbally. Ability to "sell" an improvised or prepared audience winning story~crlf~##Analytical Skills: Ability to effectively absorb information from various sources, analyze, study or examine data in detail, and draw appropriate conclusions~crlf~##Change Management: good understanding of mechanism

About Allianz

Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 88 million private and corporate customers and more than 140,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~Allianz is an equal opportunity employer. Everybody is welcome, regardless of other characteristics such as gender, age, origin, nationality, race or ethnicity, religion, disability, or sexual orientation.

Allianz Global Corporate & Specialty (AGCS) is the Allianz Group's dedicated carrier for corporate and specialty insurance business. AGCS provides insurance and risk consultancy across the whole spectrum of specialty, alternative risk transfer and corporate business: Marine, Aviation (incl. Space), Energy, Engineering, Entertainment, Financial Lines (incl. D&O), Liability, Mid-Corporate and Property insurance (incl. International Insurance Programs).

Worldwide, AGCS operates in 30 countries with own units and in over 210 countries and territories through the Allianz Group network and partners. In 2016, it employed around 5,000 people and provided insurance solutions to more than three quarters of the 'Fortune Global 500' companies, writing a total of €7.6 billion gross premium worldwide.~crlf~~crlf~AGCS SE is rated AA by Standard & Poor's and A+ by A.M. Best.~crlf~~crlf~AGCS promotes an individual work-life balance for example the possibilit y of working part-time. Provided that the job with its respective basic conditions is suitable for this, all positions advertised on a full-time basis can also be filled on a part-time basis.~crlf~~crlf~If you are currently exempted from statutory pension obligations under section 6 (1) sentence 1 no. 1 SGB VI, please take a look at the important and binding notes in the HR lexicon under: Money / Social Security / Annuity Insurance / Pension Insurance exemption.~crlf~~crlf~More information about careers at Allianz Global Corporate Specialty can be found at www.agcs.allianz.com/careers~crlf~~crlf~


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