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Global Head of Quality, Training, VOC and Complaints Management (m/f/d)

Job Level:  Management
Location: 

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

Due Date:  asap
Area of Expertise:  Operations
Unit:  Allianz Partners
Job Type:  Full-Time
Remote Job:  Not applicable
Employment Type:  Permanent
ID:  3385

Job Purpose/ Role
Within Global Travel, Assistance & Digital (TAD), the Quality Management approach is to increase the efficiency and effectiveness of operational processes, analyzing of customer feedbacks and successful case management on VoC, improve the awareness of employees to achieve corporate quality targets. 


Quality management for Operations includes also customer/B-Partners surveys, provider and call center quality management, complaint management, and supporting the VoC Roll out plan under the responsibility of Group Operations. 


Planning and coordination of quality-oriented trainings in accordance with HR is within this scope. 


This role will be working closely with the Operations Managers of each LoB (Line of Business), as well as other operational functions (Digital, Provider Network Management), and other relevant departments within the Business Units and in Headquarters (New Models, Organizational Management & IT, Compliance, etc.).

 

Key Responsibilities
This role will be mainly responsible for strengthened customer focus processes and maintaining of the Quality Governance. 

 

  • Conceptualize and Establish Global Quality management systems in Allianz Partners.
  • Establish Quality standards and monitoring frame work (Quality Manual) including KPI, Dashboards, reporting and regular operating rhythm across all functions of the organization.
  • Ensure tracking and regular monitoring of functional KPI KPIs in the Business Units (BUs).
  • Establish Global Quality Structure / Organization and Quality council to deliver on quality goals and meet globalization and regionalization objectives.
  • Initiate and drive ISO and other certifications for delivery units esp. operational centers like GCC’s.
  • Establish BPMS, continuous improvement framework through operational quality. Also ensure process mapping, documentation as per ASE or relevant global standards.
  • Coordinate the Voice of the Customer (VOC) activities across Business Units
  • Evaluation of pilot phases for operational process and provide recommendations if needed
  • Monitor Case Management activities to ensure Business Units are meeting target/SLAs and also conduct process check/audits to ensure process adherence.
  • Steer Quality Certification within Group Operations.
  • Quality basic trainings for the other teams. (Introducing Quality Management systems and Company Quality Culture)
  • Establish Training COE and achieve regionalization objectives.
  • Establish Knowledge management system to drive knowledge sharing and promote collaboration among communities.

 

Required Experience: 

  • Prior Quality management experience preferably with operations background and quality certifications like Black Belt.
  • At least 7 years’ experience in leadership and people management role within Operations: call center services, global projects
  • Excellent collaboration skills with ability to drive change in a global and matrix organization. 
  • Solid analytical and data-driven problem solving skills
  • Multi-cultural and unbiased way of thinking
  • Strong customer orientation and ability to design processes from a customer perspective
  • Focus on digitalization and automation
  • Ability to work in a matrix mode with different functions (Sales, Market Management, Compliance, IT, etc.)
  • Fluency in English as a language (knowledge of additional European language like German / French will be a plus)

 

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.

 

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance. 


Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world.


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 expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Partners.