What you do

This role works centrally within the Global Home Operations function and supports the delivery of Home services to Allianz Partners customers. The successful candidate will work with regional and country location teams, bridging operations with global supporting functions, and acting as a single-point-of-contact to ensure greater harmonization and alignment with Group targets and standards. It will support a high level of innovation through the globalization of our service model and the enhancement of our performance management and monitoring.

This will be a key enabling role to connect Operations and relevant global supporting functions (Performance Management, Workforce Management, Quality & Training, Fraud, Compliance, Transformation and others). They will ensure global strategies are designed, implemented and delivered in a harmonized and consistent way and are subject to ongoing monitoring and reporting. By developing a deep understanding of local operations needs as well as our new  global operating model, this role will leverage available resources to ensure delivery across a range of workstreams.

In this role, you will focus on:

Transformation

• Support the integration of our different product lines
• Work with Global Business Process Excellence, Innovation and Digital Steering teams to foster transformation within Home Operations.
• Be a point of contact between global transformation teams and local Operations to adapt execution of global strategy, and engage local teams to advance in relevant projects.
• Promote the usage of alternative communication channels (voice, chatbots, portals, web apps, others) in Home Operations, working with central teams to design journeys and strategy.
• Participate in Target Home LoB tool (HUT) discussions on IT strategy and architecture, including Pilot definition and harmonized major requirements to be prioritized.
• Steer business execution of agreed-upon strategies (local implementation, including UAT, project management, roll-out, training), and KPIs steering (ramp-up of digital KPIs and more).
• Share vision and requirements on behalf of the LoB, to Global Teams and obtain support from central resources to contribute and deliver the vision.

Performance Management

• Support in the research and analysis of all available databases, data platforms, reports, reporting tools and guidelines existing in the organization and explore the usage of these tools for Home LoB.
• Provide KPIs requirements on Operations performance data to Workforce Management & Performance Management
• Review granular KPIs by Operations Centre, sub-LoB and Region, and participate in performance review ceremonies needed for local teams, central teams, and cross-functional groups
• Follow implementation of remediation plans.

Processes, Fraud & Compliance

• Document processes and operating guides within the Home Operations and ensuring publishing and updates of these documents.
• Act as the Compliance champion within the LoB, embedding compliance recommendations and best practices in processes, and guidelines.
• Monitor Compliance standards within the LoB performing regular reviews and audits, and implementing controls, and escalations.
• Work with Audit teams centrally to review audit recommendations and implement findings. Liaise with local Operations for implementations and training.
• Implement Fraud best practices, ensure fraud reporting and regular reviews and report consolidation. Measure Fraud and Leakage indicators regularly.
• Animate a global community to raise awareness and controls for Fraud & Leakage, and Compliance.

Quality & Training

• Bridge global strategy for quality and training to ensure implementation in Home Operations.
• Adapt quality and training guidelines and maintain documentation accessible in global knowledge bases. Train local Operations teams, and ensure local practices are aligned with group methodologies.
• Ensure consolidation and visibility on KPIs and harmonize local and global reporting and steering practices for KPIs.
• Monitor Voice of Customer via global tools and analyze trends, correlations and define action plans. Ensure triggers for escalation are in place, and no major deviations go unnoticed.
• Draw strategies to improve Voice of Customer and act in the implementation, leveraging resources in local and global teams.

People & Community

• Build a community of experts in each one of the above fields, ensuring ground-up participation in global strategies, optimal communication of the vision, and smooth collaboration.
• Work with operational leaders to support KPI achievement, reach-out to global resources, and strong project management to provide visibility and trust.
• Organize virtual and presential events, as needed, to cascade strategy and advance projects. Ensure positive and forward thinking communication.
• Strong collaboration with other stakeholders outside of Operations

What you bring

• University Degree, preferably in Management / Economics / Business coupled with a minimum of 5 years’ experience in project management, consultancy, or operations management.
• Demonstrated success in establishing and driving projects / implementing digital initiatives / process enhancements.
• Good level of English – both spoken and written.
• German or Spanish is desirable
• Advanced PowerPoint and Excel Skills.
• Excellent communication and negotiation skills.
• Ability to interact with all levels of organization.
• Proactive, self-driven and results oriented mindset.

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.  

43869 | Project Management | 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. Great to have you on board. Let's care for tomorrow. 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.