RSA/ MDDR Operations Lead (m/f/d) in Paris or Munich

Allianz Partners

Reporting to Head of Operations, within Global Operations, the Operations Leads will focus on driving effectiveness and efficiency of the operational processes across all regions centralizing all the activities within Roadside Assistance Line of Business as well as Mobile Device & Digital Risk (MDDR) Line of Business.

##Be responsible for driving operational performance versus SLA commitment to all business partners in each country (BU-Business Unit)~crlf~##Establish cross BU operating rhythm across, RSA, MDDR Lines of Business to track operational performance on daily/weekly/monthly basis with appropriate escalation to seek management attention with “Zero Surprise” approach and ensure proactive action to address these escalations~crlf~##Drive continuous improvement in key metrics by tracking, facilitating and steering various initiatives and collaborating with stakeholders from other functions~crlf~##Develop contingency plans for unplanned volume spikes, events etc (Including back up work force planning) to ensure operational service delivery and SLA compliance ~crlf~##Responsible for meeting efficiency and productivity targets across all regions while delivering a highly differentiated customer experience~crlf~##Ensure to meet all targets based on roll out of digital tools into a run mode for all the Business Units in scope~crlf~##Primary responsibility for driving processes standardization and operational harmonization across all Business Units (BUs). ~crlf~##Meet Cost targets and deliver on savings targets quarter on quarter basis. Steer all Transformation initiatives to maximize savings.~crlf~##Participate in all functional steering committees and provide operational inputs as necessary.~crlf~##To work extensively with senior leaders to identify gaps and opportunities and apply frameworks that fundamentally transform both front and back office functions~crlf~##Monitor adherence of processes in operational environment and trigger action plans for identified leakage~crlf~##Steer smooth implementation of established anti-fraud processes and leakage governance rhythm~crlf~

##Experience with Roadside Assistance and Online digital channel business including mobile devices, appliance protection etc ~crlf~##Hands on experience in managing large complex global operations~crlf~##End-to-end understanding of value-chain esp. logistics and networks~crlf~##Experience in managing omni channels, digitalization and automation~crlf~##Excellent communication skills~crlf~##Ability to interact with senior level management~crlf~##Strong customer orientation and ability to design processes from a customer perspective~crlf~ ~crlf~Required education: ~crlf~##University degree~crlf~##Fluency in English as a language ~crlf~##Knowledge of additional European language like German / French will be a plus~crlf~ ~crlf~Technical skills: ~crlf~##Assistance Operations: call center services, service network, back-office activities~crlf~##Process management and operational controls~crlf~##Data Analytics, reporting, BI, data mining~crlf~##Relevant technology skills: voice-bot, chat-bot, claims automation, AI, RPA and others~crlf~ ~crlf~General skills: ~crlf~##Interpersonal, communication, and presentation skills~crlf~##Provide presentations with professional look and feel~crlf~##Independently follow-up with stakeholders to aid in solution development~crlf~##Innovative and out-of-the-box thinking~crlf~

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:

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