Regional Quality & Training Lead (APAC)

Key responsibilities/What you do:

The Quality & training regional Lead is placed within our Quality division in Operations and is directly reporting to the Global Head of Quality Management (incl Training and Leakage). The role is a management position responsible for ensuring and enhancing the quality of services and processes within their region. This position involves developing and implementing quality management strategies, overseeing quality assurance processes and fostering continuous improvement initiatives. The Quality & training regional Lead collaborates with the central quality team and cross-functional teams to establish and maintain Operations quality standards, meet regulatory requirements and drive a culture of quality throughout the organization. This role is essential in delivering high-quality outcomes, maintaining a high level of customer satisfaction in the region and drive the quality drivers awareness within the organization. 
Primary objectives include monitoring and measuring of customer satisfaction levels (VoC/ NPS), identifying areas for improvements and implementing the initiatives aligned with the Group quality strategy, as well as the conducts OFR/ CFR to identify leakage and define improvements measures within the organization. Complaints management. In addition, the delivery of trainings to employees to enhance understanding of quality standards is an integral part of this role. The Quality & training regional Lead will be supported by their full sub regional and local organization to succeed in those missions.

Key responsibilities:

• Quality & Training (incl leakage) Strategy: participate to the development and implement in the region the quality management strategy
• Cross-Functional Collaboration: Collaborate with various departments of Allianz Partners to integrate quality measures into all aspects of the organization’s operations.
• Quality Culture:  Drive initiatives within the team and with various departments of Allianz Partners to promote a culture of quality
• Quality Standards: Establish and maintain high-quality standards and ensure they align with industry best practices, Group standards and  local regulatory requirementsand meet customer expectations. 
• Quality Audits: Conduct regular audits to assess adherence to quality standards and identify areas for improvement.  Agree and build corrective action plans with various departments of Allianz Partners
• Quality certification: Establish a quality certification strategy for the region.  Initiate and drive ISO and other certifications in collaboration with other departments where appropriate.
• Quality Assurance: Planning, implementation and monitoring of quality assurance processes to ensure compliance with standards and regulations.
• Quality Metrics: Establish and monitor key performance indicators (KPIs) related to quality, providing regular reports to the leadership of Allianz Partners.
• Customer Satisfaction: follow the VOC / NPS score focusing on enhancing customer satisfaction by delivering high-quality services and addressing quality concerns promptly and effectively, coordinate the launch of VOC within the region (new LoB, models, B-partner)
• Complaints management: roll-out and maintain a sustainable complaints management process enabling proper tracking and identification of improvement actions. 
• Continuous Improvement: Drive initiatives for continuous improvement in services and processes, reduction of leakage and customer satisfaction through data-driven analysis and feedback mechanisms.  Roll out and develop monthly quality committee meetings providing feedback loop to operations, sales, compliance and senior management within region.  Ensure corrective actions are delivered and non-compliance issues are resolved on time 
• Customer Feedback: Analyze customer feedback and complaints to identify opportunities for improvement and address quality issues.  Integrate feedback into quality committee process
• Training and Development: Assess best practices, address the training needs, and support the roll-out of the training programs to enhance the understanding and application of quality management principles across the organization and to increase the efficiency and effectiveness of operational teams.
• Knowledge management: Establish knowledge management system to drive knowledge sharing and promote collaboration among communities
• Leakage management: Establish OFR & CFR control measures within region.  Track the leakage rate and savings within the region.  Collaborate with  various departments of Allianz Partners to identify and implement corrective  actions. 
• Process Development: Lead the design, development, and continuous improvement of Quality Management processes to ensure efficiency, productivity, and operational excellence. Coordinate required pilots within the region and provide recommendations if needed.  
• Risk Management: Work with Identify and reduce potential quality risks by implementing measures to prevent defects and errors within the processes of Allianz Partners.
• Documentation: Ensure proper documentation of quality processes, procedures and outcomes, facilitating transparency and accountability throughout the organization.
• Financial & Budget Management: Develop and manage the budget of regional Quality & Training scope.
• Team Leadership: Build and lead a high-performing team of operations professionals and foster a culture of innovation and excellence that improves AES (Allianz Engagement Survey) scores. Be an ambassador of AzP and role model our values while creating a high-performance culture and teams. 

Key requirements/What you bring:

• 10+ years’ experience in working with intercultural operations in insurance, assistance or banking 
• Strong knowledge in quality and training environment or operations platform activities
• Experience in executing large scale strategy with cross functions approach
• Strong customer satisfaction and process efficiency focus 
• Fluency in English 
• Ability to interact easily with senior management and clearly articulate your position
• Strong communication skills, team spirit and flexibility  
• Ability to multitask and work remotely in an international environment
   

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.
Great to have you on board. Let's care for tomorrow.