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Operations Quality project manager (m/f)
Within Group Operations for travel, assistance and digital, the Business Architecture team aims at increasing the efficiency and effectiveness of operational processes. It strives to develop Customer centricity by driving best practices sharing programs, designing and setting-up Operations for innovations and global products as well as digitalizing our core processes while ensuring replication across Lines of Business. Last but not least, the team is strongly involved into tenders as part of the deal team to define best offering solutions and operational set-up.~crlf~ ~crlf~Business Architecture team is looking for a Project Manager to answer growing responsibilities related to quality & intercompany cases management within the organization, working closely with Business Units (BUs), other departments within Global Operations Travel, Assistance and Digital (Organizational Management, Procurement & Network, Performance Management, Global Competence Centers, etc.), and outside of Global Operations (Compliance, Finance, Market Management, etc.)..
The Quality & intercompany cases management Project Manager will be involved in the following activities:~crlf~##Act as Quality responsible for Global contracts/FOS:~crlf~-Complaint Management~crlf~##Act as a reference point for FoS complaints received by the GCC, MGCC, BU, External Providers/Third Party Administrators and provide support / advice where required.~crlf~##Assume ownership of these cases whilst ensuring the appropriate levels of management are aware of any high profile, legal or contentious issues.~crlf~##Where appropriate, approve amount of goodwill to be offered on severe / escalated cases (authority limit €TBC)~crlf~##For escalated complaints, work alongside AGAE Legal & Compliance with a view to resolving these cases professionally, promptly and fairly.~crlf~ ~crlf~-Complaint reviews & feedback~crlf~##Conduct annual complaint reviews of cases managed by the GCC, MGCC and BU to ensure they are being managed in accordance with the FoS complaints handling guidelines ~crlf~##Conduct annual complaint reviews of all cases managed by External Providers/Third Party Administrators to ensure they are being managed in accordance with the FoS complaints handling guidelines ~crlf~##Provide complaint review feedback to the relevant teams. ~crlf~##Produce complaint review reports detailing any areas where improvements have been identified and actions/timeframes agreed to address these areas. ~crlf~##Track all complaint review actions and chase for updates as/when required. ~crlf~ ~crlf~-Complaint reporting & root cause analysis ~crlf~##Collate monthly FoS complaint reports and circulate to key stakeholders (AGA Europe Legal & Compliance, Group Operations, Underwriting, Sales etc.)~crlf~##Collate ad-hoc reporting covering specific FoS contracts and/or LoB’s.~crlf~##Conduct detailed root-cause analysis of all FoS complaints by LoB and organise meetings with other functions. to document next steps/actions to address any systemic failure.~crlf~ ~crlf~-NPS tracking & reporting~crlf~##Collate monthly NPS results & distribute to key stakeholders (Group Operations, Sales etc.)~crlf~##Ensure that any systemic issues identified from the customer satisfaction survey process are included in root cause analysis~crlf~##Work with the relevant platforms to define a clear action plan to address gaps ~crlf~ ~crlf~##Ensure Global Quality excellence is implemented within business units:~crlf~-Define quality guidelines and communicate them across the group~crlf~-Ensure quality teams are organized according to AZ Target Operating Model~crlf~ ~crlf~##Play the role of Group intercompany key point of contact:~crlf~-Ensure Intercompany guidelines are communicated and understood by BUs ~crlf~-Support BUs if any questions related to intercompany cases~crlf~ ~crlf~##Support on any other ad hoc request (e.g. supporting documentation for Management meeting) or initiative related to Operations in the Business Architecture team.~crlf~
##Prior Operations work experience~crlf~##Ability to work in a matrix mode with different functions (Sales, Market Management, Organizational Management, etc. )~crlf~##Ability to produce high quality deliverables, attention to detail~crlf~##Comfortable in a changing environment, where ability to react and handle short-notice requests is expected~crlf~##Fluency in English required, German/French or Spanish a plus~crlf~##Ms Excel & PowerPoint skills required~crlf~ ~crlf~The position will be based in Paris.~crlf~
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 85 million private and corporate customers and more than 142,000 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 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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