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Head of Operations - India BPO

Job Level:  Management

Gurgaon, IN

Due Date:  28-Jan-2022
Area of Expertise:  Operations
Unit:  Allianz Partners
Job Type:  Full-Time
Remote Job:  Home office
Employment Type:  Permanent
ID:  3283

Job details/role purpose:


The India BPO setup of Allianz Partner is a regional delivery center, responsible for providing cost-efficient customer support services to local business units of various countries. These may include staff and non-staff human resources, customer servicing, travel & assistance operations, claims management, analytics, reporting, vendor & network management, etc. to continuously deliver operational efficiencies and service improvements.


This new position will report to the Global Head of GCC and work towards ensuring operational readiness to deliver agreed services and obtain profit contribution by managing staff, establishing effective operational processes, accomplishing business objectives, and building an extended service offer that is designed to support BUs.


Key Responsibilities:


  • Be responsible for setting up the multi-functional delivery center, providing world-class quality services
  • Enhance value proposition to local and global clients of the business
  • Ensure that resources are aligned to support the overall strategic direction through strengthening & enabling excellence and growth
  • Oversee the service delivery and the day to day operations, ensuring that all standards are met and procedures are followed
  • Continuously review and monitor, identify trends & problem areas, reporting on risks, KPIs, and proposed corrective action or new approaches
  • Shape and articulate business strategy & value proposition to internal senior stakeholders and business head(s)
  • Steer commercial development with external business partners/clients
  • Collaborate with internal stakeholders & client delivery teams especially with regards to operational process designs, SLAs, KPIs, reporting
  • Establish effective governance and service management capabilities, with high predictability to deliver & exceed contractual commitments to customers and business partners
  • Manage transitions of processes from local business through seamless transition management, knowledge transfer, process, and IT set-up
  • Develop detailed work plans, direct project teams, deliver status, meet deadlines, manage budgets, meet or exceed quality standards
  • Collaborate and establish relationships with business leaders and other senior executives
  • Ensure customer satisfaction by leading the collaborative development of SLAs, adhering to those agreements & monitoring costs, quality, and timelines
  • Develop and lead a high-functioning team with a focus on operational discipline and enhancing the customer experience
  • Continuously explore opportunities for cost optimization and operational efficiencies, improvements, resulting in internal savings
  • Ensure adherence and compliance to Allianz Partners policies, functional rules, and standards of all areas, with a specific focus on compliance, fraud management, PCI, IT security, etc.



Profile Requirements:


  • Have a deep understanding of shared services / international BPO operating models, with an ability to set up the center, develop strategy, manage performance & improvements consistently, produce superior results, cultivate ownership, while enforcing company policies & regulatory compliances
  • Minimum of 15 years of professional experience, with a minimum of 5 years focused on leading in a shared service / international BPO environment
  • Client-focused, with exceptional communication skills
  • Ability to collaborate and influence, persuade and drive action with a collaborative management style
  • Proven ability to effectively work cross-functionally with senior levels in the organization
  • Experience in managing regulatory compliances & localizations
  • Direct experience in creating business change using enabling technologies
  • Desire to work in a fast-paced environment, with a willingness to travel (maximum 25% of the time)
  • Successful experience in implementing continuous improvement methodologies will be an added advantage (Lean / Six Sigma)