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Operations Quality Manager (m/f)
Within Group Operations, Design & Architecture team aims at increasing the efficiency and effectiveness of operational processes. It also strives to develop Customer centricity by steering best practices sharing programs (creating a community within the group, identifying and implementing Best Practices locally, and harmonizing processes & platform organization). Last but not least, it is responsible for the design and set-up of Operations for innovations and global products and fosters the digitalization of core processes by supporting the launch of digital products, defining blueprints and ensuring replication across Lines of Business and Business Units.~crlf~ ~crlf~We are looking for a Manager to answer growing responsibilities related to Quality management within the organization (strengthened customer focus, new regulatory requirements, new process and ways of working thanks to digitalization, etc.). Quality management for Operations embraces at least customer/B-Partners surveys, Provider and call centers quality management, and complaint management. The manager will be working across Lines of Business, closely with the Operations Managers of each LoB, as well as other operational functions (Digital, Provider Network Management), and other relevant departments within the Business Units and in Headquarters (Organizational Management & IT, Compliance, Market Management, etc.).
The Group Operations Quality Manager will be in charge of driving the following key activities:~crlf~ ~crlf~##Define minimum quality standards and indicators across LoBs~crlf~##Organize regular monitoring of Quality KPIs in the Business Units, and ensure remediation plans are put in place to reach performance targets, while satisfying customer/B-Partner needs~crlf~##Animate the Operations Quality Managers community at global and local level~crlf~##Develop and update harmonized Group Quality management guidelines, process and protocols~crlf~##Coordinate at global scale all new relevant quality initiatives and programs, including the rollout of Voice of the Customer (VOC) activities across Business Units~crlf~##Design business requirements from system, organization and process perspectives~crlf~##Organize evaluation of pilot phase and provide recommendations for ramp-up strategy~crlf~##Monitor Run activities to ensure Business Units are meeting target/SLAs~crlf~##Setup proper governance, reporting and analysis on complaint management at global level for Operations, and align with other relevant departments (Market Management, Sales, Underwriting, etc.) to bring structural changes to products and process based on root cause analysis~crlf~##Act as an independent reviewer of the B-partners reports (on quality part)~crlf~##Lead business requirements for relevant IT systems (customer in-App feedbacks, reporting and analysis, NPS/CSI, Total Quality Management, Provider quality monitoring, etc…)~crlf~##Act as Operations Quality key point of reference for Global contracts/FoS Products~crlf~##Steer AES activities within Group Operations~crlf~##Collaborate with relevant departments to steer Quality initiatives (Provider network Management, Organizational Management, others)~crlf~##Foster Quality orientation within Group Operations, advising on training, Incentive Plans and other HR initiatives~crlf~
##Prior project management work experience preferably with operations background ~crlf~##Proven experience/results in steering quality projects and driving quality management activities, good familiarity with quality standards~crlf~##Proven operational experience in driving organizational change in an international environment ~crlf~##Ability to work in a matrix mode with different functions (Sales, Market Management, Compliance, IT, etc.)~crlf~##Solid analytical and data-driven problem solving skills~crlf~##Multi-cultural and unbiased way of thinking~crlf~##Ability to produce high quality deliverables, attention to detail~crlf~##Strong interpersonal skills, able to foster relationships with peers and other functional teams~crlf~##Comfortable in a changing environment, where ability to react and handle short-notice requests is expected~crlf~##Strong MS Excel and PowerPoint skills required~crlf~##Fluency in English required, German/ French a plus~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 100 million private and corporate customers and more than 147,000 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~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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Nicolas, Allianz France