Specialist/Lead Specialist, Operations Transformation (Customer Experience & Agile Transformation)

45727 | Project Management | Professional | Non-Executive | Allianz Malaysia | Full-Time | Permanent

Job Summary

• Strategic planning to improve customer experience and establishing common and consistence Allianz services.
• Recommend change and organizational design solutions, including but not limited operational and customer experience transformation to create and sustain a productive and continuous improvement.
• Drive the organization's Agile transformation efforts through developing and executing a comprehensive action plan.

Responsibilities

• Drive process standardization by analyzing existing processes and identify process improvement opportunities that enable the organization to improve efficiency, cost optimization and increase quality of operation services.
• Analyze data to determine where improvements and develop future state customer journey are efficient, effective, and aligned with company strategic objectives.
• Identify opportunities, develop strategies, and design execution of projects and programs to improve One Allianz customer experience across Allianz Life and Allianz General.
• Create and refine Agile methodologies and strategies to facilitate Agile adoption within the organization.
• Collaborate with Agile tribes and team members to address deficiencies in Agile implementation and facilitate enhancements.
• Promote understanding of Agile methodologies and foster a cultural shift towards Agile principles; regularly evaluate and refine the approach to Agile adoption to align with the organization's requirements.
• Design structured and a targeted change management strategy to build acceptance of change and strengthen adoption of key organizational behaviors and capabilities to drive the desired culture.
• Monitor the progress of each project throughout its life cycle to ensure that deadlines are met, and transformation objectives are achieved.

Requirements

• Possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in Economics, Finance/ Accountancy/ Banking, Business Studies/ Administration/ Management or equivalent.
• At least 5 year(s) of working experience in the related field is required
• Good understanding in customer experience transformation and strategy planning preferably in insurance industry, similar experience in other industries is considered.
• Good understanding in Agile framework, and the ability to coach individuals and teams to perform successfully in roles within Agile teams.
• Self-motivated, proactive, and able to work well under pressure to manage multi-tasking.
• Strong judgment, with the ability to make quick, yet sound decisions and follow through.
• Ability to work creatively and analytically in problem-solving environment, with a strong customer centricity and commitment to deliver.
• A Team-player and with strong interpersonal skills
• Critical thinker with ability to analyze and synthesize information.
• Ability to communicate effectively with internal and external stakeholders (written and oral).
• Able to manage the relevant stakeholders and ensure timely compilation of deliverables.
• Meticulous, with keen eye for details and hands on person.

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.

Note: Diversity of minds is an integral part of Allianz’ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.