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Operations Lead, RSA & MDDR - Paris or Munich (m/f/d)

Job Level:  Management
Location: 

Saint-Ouen, 93, FR, 93400 München, DE, 80335

Due Date:  TBC
Area of Expertise:  Operations
Unit:  Allianz Partners
Job Type:  Full-Time
Remote Job:  Not applicable
Employment Type:  Permanent
ID:  1438

What you do 

Reporting to Head of Operations, within Global Operations, the Operations Leads will focus on driving effectiveness and efficiency of the operational processes across all regions centralizing all the activities within Roadside Assistance Line of Business as well as Mobile Device & Digital Risk (MDDR) Line of Business.

 

Key Responsiblities

  • Be responsible for driving operational performance versus SLA commitment to all business partners in each country (BU-Business Unit)
  • Establish cross BU operating rhythm across, RSA, MDDR Lines of Business to track operational performance on daily/weekly/monthly basis with appropriate escalation to seek management attention with “Zero Surprise” approach and ensure proactive action to address these escalations
  • Drive continuous improvement in key metrics by tracking, facilitating and steering various initiatives and collaborating with stakeholders from other functions
  • Develop contingency plans for unplanned volume spikes, events etc (Including back up work force planning) to ensure operational service delivery and SLA compliance  
  • Responsible for meeting efficiency and productivity targets across all regions while delivering a highly differentiated customer experience
  • Ensure to meet all targets based on roll out of digital tools into a run mode for all the Business Units in scope
  • Primary responsibility for driving processes standardization and operational harmonization across all Business Units (BUs). 
  • Meet Cost targets and deliver on savings targets quarter on quarter basis. Steer all Transformation initiatives to maximize savings.
  • Participate in all functional steering committees and provide operational inputs as necessary.
  • To work extensively with senior leaders to identify gaps and opportunities and apply frameworks that fundamentally transform both front and back office functions
  • Monitor adherence of processes in operational environment and trigger action plans for identified leakage
  • Steer smooth implementation of established anti-fraud processes and leakage governance rhythm

 

What you bring 

  • Experience with Roadside Assistance and Online digital channel business including mobile devices, appliance protection etc 
  • Hands on experience in managing large complex global operations
  • End-to-end understanding of value-chain esp. logistics and networks
  • Experience in managing omni channels, digitalization and automation
  • Excellent communication skills
  • Experience with interating with senior level management
  • Strong customer orientation and ability to design processes from a customer perspective
  •  Fluency in English as a language 
  • Knowledge of additional European language like German / French will be a plus

 

Technical skills: 

  • Assistance Operations: call center services, service network, back-office activities
  • Process management and operational controls
  • Data Analytics, reporting, BI, data mining
  • Relevant technology skills: voice-bot, chat-bot, claims automation, AI, RPA and others