Manager, Emergency Assistance and Case Management

In this role, you will lead the day-to-day operations of the Case Management and Emergency Assistance department in a 24/7 call center environment and be responsible for guiding and developing Supervisors, ensuring they can effectively support and coach their teams. Key responsibilities include coordinating work activities to meet operational targets, identifying areas for improvement, and implementing organizational policies and procedures. You will also manage staffing decisions, including hiring, training, and performance evaluations.

Allianz Partners is one of the world's largest travel insurance and assistance providers.  You will be a key member of the Allianz Global Assistance team, which is responsible for the provision of 24/7 emergency medical support and assistance services for our clients and customers worldwide.

This position will report to the Regional Head of Operations Medical Assistance and work a hybrid schedule in Cambridge, Ontario.

What you will do

Key responsibilities:

• Build a winning culture, with enthusiastic leadership and the ability to communicate and connect with all levels of Associates, members of the business, and other relevant internal or external groups.
• Actively manage performance; identify training needs and provide post-training support.
• Perform leadership duties to include ensuring time worked is approved and entered on time, performance reviews are conducted, and new staff are recruited on time.
• Look for process improvements and changes to increase customer NPS and reduce losses.
• Manage the daily activities of the department to ensure maximized scheduling and real-time utilization of staffing resources.
• Work with senior leadership on the creation of a staffing strategy.
• Achieve all established service standards.
• Drive customer satisfaction by optimizing the operating model and team productivity.
• Initiate, research, and recommend process and workflow enhancements to increase efficiency.
• Prepare, analyze, and act on various reporting metrics / KPI’s.
• Maintain up-to-date knowledge of industry developments and competitive intelligence.
• Handle escalated client inquiries.
• Support the implementation of new business.
• Create, analyze, and disseminate various reports.
• Attend rounds, provide oversight on medical cases.

What you will bring

• College Degree/Diploma or equivalent combination of training, education, and relevant experience.
• 5-7 years of relevant work experience with a minimum of 5 years’ experience in a case management setting.
• Minimum 3 years’ people leadership experience
• Demonstrated success in establishing and driving service excellence.
• Strong understanding and experience in managing to metrics.
• Possess superb customer service skills, a strong customer focus, and commitment to customer satisfaction.
• Demonstrated ability to build strong relationships at all levels of the organization.
• Demonstrated ability to effectively lead people, get results through others and provide coaching/constructive feedback.
• Ability and willingness to travel internationally up to 5%

This position reports to Riccardo Iacovino, Regional Head of Operations Medical Assistance

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

56957 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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. 
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.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.