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Head of India Operations

Job Level:  Management

Gurgaon, IN

Due Date:  20-07-2022
Area of Expertise:  Operations
Unit:  Allianz Partners
Job Type:  Full-Time
Remote Job:  Home office
Employment Type:  Permanent
ID:  8552

Job details / role purpose

The Head of Operations, Allianz Partners India is a key role in the Business Unit and she /he plays a key strategic leadership role in managing the operational profitability , customer experience and service excellence of the different Lines of Business (Roadside Assistance, CRM, Travel , MDDR, Appliance Protection, Easy Living , Home Assistance, International Health ) conducted in India.

The role encompasses Contact Centre Management, Network Operations Management, Service Level Delivery, Business and Process Excellence, People Management  . The responsibilities include creating and sustaining cost competitiveness, designing policies, overseeing customer service, implementing technology solutions ,working with cross functional , multi geography stakeholders, driving innovation and building strong process controls . You should be a responsible leader with an analytical and strategic mind and have a deep understanding of the business, and cost levers .You should also be an excellent and effective communicator.

The Head of Operations will also be responsible to implement and contribute to Global OPS strategy following Global and Regional guidance and will implement global technology solutions in India. This role will be responsible for Administration & Facilities management for the India BU.

The Head of Operations plays a key leadership role with a team of around 1000+ people who work across lines of business in contact centre, network and quality and training.

The role has dual reporting with a solid line into the Regional Chief Operations Officer, India and South East Asia and dotted line into the Chief Executive Officer India.

Key responsibilities

  • Strategic management of the end to end functions associated with the management of all operation departments for Allianz Partners, India
  • Oversees the efficient service delivery and quality of assistance calls and call centre activities, including roadside assistance, travel medical, home assistance, appliance protection, customer relationship management and network trade providers.
  • Client Service level delivery, Cost competitiveness, Customer and process excellence, Financial/Budget Management, Business Planning and Manpower Planning for the Operations division.
  • Oversee the review and development of service providers across lines of business
  • Efficient administration of Facilities & Management, including providing supervision and strategic guidance for upkeep, expansion and maintenance of all office facilities in India.
  • Proactively managing all processes on cost, service and quality
  • Support leaders to provide strong and consistent leadership across all facets of the operations functions.
  • Work with teams to understand trends and determine process optimization opportunities. Ensure that the Operations Team has an ongoing focus on continuous improvement and process excellence in all areas.
  • Looks for short, medium and long-term opportunities to achieve cost reductions whilst considering the customer value proposition.
  • Ensuring regulatory compliance as per laws of Land
  • Overseeing implementation of IT systems, Planning & Monitoring of IT strategy
  • Support decision making process on escalated high risk / cost related matters.
  • Work with Operations senior leaders to achieve department goals and ensure operational excellence in all functions.
  • Supports Sr. Management team members in management of key issues affecting intermediary relationships and market and brand perceptions.
  • Leverages group relationships to identify and create opportunities for improving processes across the units and establishing cost effective use of labor pools.
  • Ensure Global strategy/initiatives implementation/roll-out in India

Profile sought and key requirements

  • Minimum 15+ years’ experience in an Operational Management role and be good at process / quality improvement.
  • Proven experience in a similar leadership role with experience of handling large teams and complex processes
  • Experience in collaborating with multiple stakeholders in a matrix organization and organizational influencing skills in complex organizational structures.
  • Demonstrated evidence of excellent execution as well as the development and implementation of varied strategies.
  • Exceptional written and verbal communication skills, with a strong ability to relate to a variety of people in a variety of situations.
  • Demonstrates strong analytical, process management and problem solving skill to succeed in a challenging yet rewarding environment.
  • Active thinking & empathy.