Operational Excellence Manager(m/f)

Allianz Worldwide Partners
  • Job Purpose/ Role

    The Operational Excellence Manager, reporting to the Head of Global Competence Center Thailand, plays a key role in the organization by ensuring and improving operational readiness to deliver Service Level Expectations by designing, optimizing, harmonizing and ensuring execution of processes while accomplishing business objectives and building an extended service offer that is designed to support clients in the Asia Pacific Region.~crlf~ ~crlf~The Operational Excellence Manager ensures that different teams in the organization are harmonized, supported and developed in order to improve Quality and Productivity while maintaining optimized levels of attrition in order to ensure successful onboarding of new programs and clients in close cooperation with clients and internal stakeholders.

  • Key Responsibilities

    Design, optimize, harmonize and ensure execution of processes within the APAC Global Competence Center - Thailand in close cooperation with Platform Managers, internal stakeholders and Sending Business units / Allianz Operating Entities in order to achieve the following objectives:~crlf~ ~crlf~Process~crlf~##Ensure execution of processes as defined with client and/or sending Business Unit (BU)~crlf~##Develop and maintain all procedures related documentation (SOP, guidelines, process flow, etc.)~crlf~##Identify process improvement opportunities and provide feedback to the sending BUs proactively~crlf~ ~crlf~New programs and activities ~crlf~##Ensuring that implementation of new programs and activities is defined and executed in order to provide expected level of service at all times~crlf~##Developing and maintaining effective business relationships with key stakeholders across the business for future business opportunities~crlf~##Provide administrative support in the implementation of strategies and campaigns and assist with the co-ordination of any associated procedures in relation to new products, services or campaigns~crlf~ ~crlf~Customer Service~crlf~##Enquiries, assistance and/or claims are processed accurately and courteously~crlf~##Dealings with clients, customers and partner organizations are treated with excellence~crlf~##Customer interaction is in accordance with notification procedures and protocols~crlf~##Incidents are handled to ensure satisfactory outcome for customers, Partner Organisations and/or Allianz Entities ~crlf~ ~crlf~Workforce planning~crlf~##Ensure that the team is adequately resourced with the appropriate skills and experience~crlf~##Ensure key positions are always risk managed to prevent skill / knowledge gaps in teams~crlf~##Ensure appropriate strategies to assist retention in team~crlf~ ~crlf~IT~crlf~##Make sure all employees have IT tools ready on a timely manner~crlf~##Escalate and report all IT related issues to the relevant service desk~crlf~ ~crlf~Adherence to processes~crlf~##Ensure compliance to Codes, guidelines and procedures~crlf~##Undertake regular reviews of procedures, policy wording and reports~crlf~ ~crlf~QA and Complaints~crlf~##In conjunction with the Quality & Performance team and Platform Manager, ensure improvement mechanisms are in place~crlf~##Ensure complaints are dealt with in a transparent, fair and timely manner within guidelines and established procedures~crlf~ ~crlf~Management Reporting~crlf~##Develop and provide all required Management Reports~crlf~##Ensure agreed deadlines are adhered to at all times for reporting and implementations~crlf~##Assist in the preparation of product presentations, proposals and reports~crlf~##Timely delivery of required reports to Clients~crlf~##Manage team performance individually and as a group, as required to ensure KPI achievement and maintenance of professional standards~crlf~ ~crlf~People Management~crlf~##Effectively manage a multiple teams including providing staff support, training, team building, issue escalation, team briefings, performance management, counselling and coaching~crlf~##Advise management of staffing needs utilising and developing appropriate business cases for staffing~crlf~##Proactively involved in the recruitment process and ensure selection criteria is developed and adhered to during recruitment process~crlf~##Conduct appropriate resource planning~crlf~##Develop and manage new staff with a career plan~crlf~##Inject enthusiasm into team and its team leaders~crlf~##Ensure position accountabilities are completed for each role in the team~crlf~##Develop and maintain job descriptions for all employees outlining their role and responsibilities~crlf~##Develop and maintain a succession plan to prepare the internal promotions and avoid dependencies~crlf~##Plan for and provide opportunities for employee advancement and development~crlf~##Maintain a performance feedback system that provides personnel with day to day feedback on their performance and ensure biannual and annual performance reviews are carried out with each person~crlf~##Ensure an effective coaching/training and development process is in effect for personnel~crlf~##Create and maintain a participative management culture that encourages co-operative effort ~crlf~##Identify and recommend appropriate changes in the structure and organisation to ensure the effective achievement of client service goals

  • Key Requirements/ Skills

    Language: Native English Speaker or Excellent command of English with TOEIC +900~crlf~ ~crlf~Experience: Managing direct reports and MNC and/or APAC work experience highly desired~crlf~##Experience in Insurance / Banking, Automotive, Medical, Claims management, customer service and/or Assistance sector~crlf~ ~crlf~Education background: Certification in quality program(s) such as six sigma etc. and/or university completion in related field(s) highly desirable~crlf~ ~crlf~Knowledge: Good command MS Office (Excel, PowerPoint, Word)~crlf~ ~crlf~Skill: Good analytical, problem-solving skills~crlf~##Excellent interpersonal/communication skills, ability to build/maintain rapport with key stakeholders ~crlf~##Ability to manage priorities and meet deadlines~crlf~##Strong self-control with ability to create a pleasant working environment~crlf~##Proven management skills including leadership, goal setting, team building, staff assessment, training need assessment, performance management, counseling and coaching in relation to performance goals and individual development~crlf~##Demonstrated presentation and training skills~crlf~##Demonstrated ability to plan, implement and manage change including high level analytical planning and decision making abilities~crlf~##Well-developed liaison and communication skills and the capacity to negotiate and resolve conflict with clients, staff and management~crlf~ ~crlf~Desired~crlf~##Demonstrated financial management skills including budget preparation and monitoring, costing of products and services~crlf~##Ability to interpret policies and effectively apply management direction and philosophy~crlf~ ~crlf~Others Desired:~crlf~##Demonstrated success in managing large teams in a high volume insurance claims processing, claims call center or assistance environment team~crlf~##Commercially focused with a proven commitment to, and thorough understanding of, the principles of customer service particularly applying claims management and assistance techniques~crlf~ ~crlf~Personal Attributes:~crlf~##Naturally motivated, self-driven, positive and accountable for business outcomes ~crlf~##Understand/respect other people’s point of view, passionate about coaching the team ~crlf~##Desire to grow as a manager, including the application of modern management practices

  • Additional Information

    Key Working Relationships:~crlf~##Internal : Operational Managers, Team Leaders, Human Resources, Resource Planning, Learning and Development, Operations support, IT, Consultants~crlf~##External : clients / customers~crlf~Working Conditions:~crlf~##08am-05pm – With flexibility to adapt as the Bangkok location works in conjunction with other countries in the Asia Pacific Region.~crlf~##Monday-Friday – With flexibility to adapt as the Bangkok location works in conjunction with other countries in the Asia Pacific Region.~crlf~##Location: Bangkok – with potential traveling requirements (approx. 5% in Asia Pacific region)

  • 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 Worldwide Partners provides diverse expertise in automotive, international health & life, travel insurance, assistance and direct sales and is at the forefront of the Allianz B2B2C offering. United under one roof, Allianz Global Assistance, Allianz Global Automotive and Allianz Worldwide Care are specialist brands combining forces to push boundaries and create tomorrow's solutions to deliver an enhanced experience to our clients. Our 16,000 employees are based across 76 countries and combine 70 different languages and 60 nationalities, reflecting the truly diverse nature of Allianz Worldwide Partners. Our DNA is unique: we dare and care, anytime, anywhere. If this sounds like you, come and join us!

    Allianz Worldwide 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!~crlf~~crlf~As an equal opportunity employer, Allianz Worldwide Partners recognises that our strength lies in our people. We are committed to diversity and inclusivity and everyone is welcome to apply.~crlf~~crlf~More information regarding the Allianz Worldwide Partners lines of business can be found at: http://www.allianz-worldwide-partners.com/corporate/~crlf~~crlf~

Job Purpose/ Role

The Operational Excellence Manager, reporting to the Head of Global Competence Center Thailand, plays a key role in the organization by ensuring and improving operational readiness to deliver Service Level Expectations by designing, optimizing, harmonizing and ensuring execution of processes while accomplishing business objectives and building an extended service offer that is designed to support clients in the Asia Pacific Region.~crlf~ ~crlf~The Operational Excellence Manager ensures that different teams in the organization are harmonized, supported and developed in order to improve Quality and Productivity while maintaining optimized levels of attrition in order to ensure successful onboarding of new programs and clients in close cooperation with clients and internal stakeholders.

Key Responsibilities

Design, optimize, harmonize and ensure execution of processes within the APAC Global Competence Center - Thailand in close cooperation with Platform Managers, internal stakeholders and Sending Business units / Allianz Operating Entities in order to achieve the following objectives:~crlf~ ~crlf~Process~crlf~##Ensure execution of processes as defined with client and/or sending Business Unit (BU)~crlf~##Develop and maintain all procedures related documentation (SOP, guidelines, process flow, etc.)~crlf~##Identify process improvement opportunities and provide feedback to the sending BUs proactively~crlf~ ~crlf~New programs and activities ~crlf~##Ensuring that implementation of new programs and activities is defined and executed in order to provide expected level of service at all times~crlf~##Developing and maintaining effective business relationships with key stakeholders across the business for future business opportunities~crlf~##Provide administrative support in the implementation of strategies and campaigns and assist with the co-ordination of any associated procedures in relation to new products, services or campaigns~crlf~ ~crlf~Customer Service~crlf~##Enquiries, assistance and/or claims are processed accurately and courteously~crlf~##Dealings with clients, customers and partner organizations are treated with excellence~crlf~##Customer interaction is in accordance with notification procedures and protocols~crlf~##Incidents are handled to ensure satisfactory outcome for customers, Partner Organisations and/or Allianz Entities ~crlf~ ~crlf~Workforce planning~crlf~##Ensure that the team is adequately resourced with the appropriate skills and experience~crlf~##Ensure key positions are always risk managed to prevent skill / knowledge gaps in teams~crlf~##Ensure appropriate strategies to assist retention in team~crlf~ ~crlf~IT~crlf~##Make sure all employees have IT tools ready on a timely manner~crlf~##Escalate and report all IT related issues to the relevant service desk~crlf~ ~crlf~Adherence to processes~crlf~##Ensure compliance to Codes, guidelines and procedures~crlf~##Undertake regular reviews of procedures, policy wording and reports~crlf~ ~crlf~QA and Complaints~crlf~##In conjunction with the Quality & Performance team and Platform Manager, ensure improvement mechanisms are in place~crlf~##Ensure complaints are dealt with in a transparent, fair and timely manner within guidelines and established procedures~crlf~ ~crlf~Management Reporting~crlf~##Develop and provide all required Management Reports~crlf~##Ensure agreed deadlines are adhered to at all times for reporting and implementations~crlf~##Assist in the preparation of product presentations, proposals and reports~crlf~##Timely delivery of required reports to Clients~crlf~##Manage team performance individually and as a group, as required to ensure KPI achievement and maintenance of professional standards~crlf~ ~crlf~People Management~crlf~##Effectively manage a multiple teams including providing staff support, training, team building, issue escalation, team briefings, performance management, counselling and coaching~crlf~##Advise management of staffing needs utilising and developing appropriate business cases for staffing~crlf~##Proactively involved in the recruitment process and ensure selection criteria is developed and adhered to during recruitment process~crlf~##Conduct appropriate resource planning~crlf~##Develop and manage new staff with a career plan~crlf~##Inject enthusiasm into team and its team leaders~crlf~##Ensure position accountabilities are completed for each role in the team~crlf~##Develop and maintain job descriptions for all employees outlining their role and responsibilities~crlf~##Develop and maintain a succession plan to prepare the internal promotions and avoid dependencies~crlf~##Plan for and provide opportunities for employee advancement and development~crlf~##Maintain a performance feedback system that provides personnel with day to day feedback on their performance and ensure biannual and annual performance reviews are carried out with each person~crlf~##Ensure an effective coaching/training and development process is in effect for personnel~crlf~##Create and maintain a participative management culture that encourages co-operative effort ~crlf~##Identify and recommend appropriate changes in the structure and organisation to ensure the effective achievement of client service goals

Key Requirements/ Skills

Language: Native English Speaker or Excellent command of English with TOEIC +900~crlf~ ~crlf~Experience: Managing direct reports and MNC and/or APAC work experience highly desired~crlf~##Experience in Insurance / Banking, Automotive, Medical, Claims management, customer service and/or Assistance sector~crlf~ ~crlf~Education background: Certification in quality program(s) such as six sigma etc. and/or university completion in related field(s) highly desirable~crlf~ ~crlf~Knowledge: Good command MS Office (Excel, PowerPoint, Word)~crlf~ ~crlf~Skill: Good analytical, problem-solving skills~crlf~##Excellent interpersonal/communication skills, ability to build/maintain rapport with key stakeholders ~crlf~##Ability to manage priorities and meet deadlines~crlf~##Strong self-control with ability to create a pleasant working environment~crlf~##Proven management skills including leadership, goal setting, team building, staff assessment, training need assessment, performance management, counseling and coaching in relation to performance goals and individual development~crlf~##Demonstrated presentation and training skills~crlf~##Demonstrated ability to plan, implement and manage change including high level analytical planning and decision making abilities~crlf~##Well-developed liaison and communication skills and the capacity to negotiate and resolve conflict with clients, staff and management~crlf~ ~crlf~Desired~crlf~##Demonstrated financial management skills including budget preparation and monitoring, costing of products and services~crlf~##Ability to interpret policies and effectively apply management direction and philosophy~crlf~ ~crlf~Others Desired:~crlf~##Demonstrated success in managing large teams in a high volume insurance claims processing, claims call center or assistance environment team~crlf~##Commercially focused with a proven commitment to, and thorough understanding of, the principles of customer service particularly applying claims management and assistance techniques~crlf~ ~crlf~Personal Attributes:~crlf~##Naturally motivated, self-driven, positive and accountable for business outcomes ~crlf~##Understand/respect other people’s point of view, passionate about coaching the team ~crlf~##Desire to grow as a manager, including the application of modern management practices

Additional Information

Key Working Relationships:~crlf~##Internal : Operational Managers, Team Leaders, Human Resources, Resource Planning, Learning and Development, Operations support, IT, Consultants~crlf~##External : clients / customers~crlf~Working Conditions:~crlf~##08am-05pm – With flexibility to adapt as the Bangkok location works in conjunction with other countries in the Asia Pacific Region.~crlf~##Monday-Friday – With flexibility to adapt as the Bangkok location works in conjunction with other countries in the Asia Pacific Region.~crlf~##Location: Bangkok – with potential traveling requirements (approx. 5% in Asia Pacific region)

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 Worldwide Partners provides diverse expertise in automotive, international health & life, travel insurance, assistance and direct sales and is at the forefront of the Allianz B2B2C offering. United under one roof, Allianz Global Assistance, Allianz Global Automotive and Allianz Worldwide Care are specialist brands combining forces to push boundaries and create tomorrow's solutions to deliver an enhanced experience to our clients. Our 16,000 employees are based across 76 countries and combine 70 different languages and 60 nationalities, reflecting the truly diverse nature of Allianz Worldwide Partners. Our DNA is unique: we dare and care, anytime, anywhere. If this sounds like you, come and join us!

Allianz Worldwide 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!~crlf~~crlf~As an equal opportunity employer, Allianz Worldwide Partners recognises that our strength lies in our people. We are committed to diversity and inclusivity and everyone is welcome to apply.~crlf~~crlf~More information regarding the Allianz Worldwide Partners lines of business can be found at: http://www.allianz-worldwide-partners.com/corporate/~crlf~~crlf~


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We keep our employees motivated and appropriate compensation is an essential factor in achieving this.  
We place a strong emphasis on employee recognition through various activities.
We believe that our employees need transparent communication and feedback from their managers and peers.
Our Work Well program addresses employees health and the impact of workplace stress and aims to manage their well-being at work.
We have very agile working models that give our employees flexibility in planning and arranging their work-life balance.
We keep our employees at the heart of each decision and encourage them to be ambitious.
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