PART 2
Overall Objectives of Job: (If multiple sections, accord weightage to each section)
The perfect candidate should have experience in the Product Governance Framework, which ensures products and customer requests align with strategic objectives, meet regulatory requirements, and deliver customer value. They are adept at identifying key challenges related to call center technology products, approvals, and implementations. Additionally, the candidate should be open to traveling to customer or provider on-site meetings
Duties & Responsibilities:
Utilizes voice-based call center technology, encompassing CTI user interfaces, call flow design, and reporting. Creates product requirements based on input from the products and governance squads Supports the vendor in understanding defined requirements. Verifies system and product specifications Translates business requirements into technical system specifications. Maps and documents dependencies and influences of new system requirements. Maintains structured system-specific documentation. Works with product owners and development teams to ensure implemented functionality meets guidelines and supports the entire development lifecycle. Defines the ultimate vision for proof-of-concept and solution technical architecture, develops application designs consistent with SOA principles, and identifies relevant modules and services for future solution architecture. Makes low-level design decisions, identifies potential evolution paths, and communicates impacts of architectural decisions to stakeholders.
Knowledge, Skills, & Abilities
This role requires Product Governance experience, so it's essential to have a strong understanding of the processes and controls used to design, launch, monitor, and optimize products to ensure they meet commercial, customer, and regulatory requirements. It's also helpful for the candidate to have excellent communication, analytical, problem-solving, and attention to detail skills, as they will closely collaborate with various stakeholders and providers. The candidate is also skilled at synthesizing complex information, resolving problems, and prioritizing work effectively, demonstrating sound judgment, dependability, and commitment in completing tasks.
100%
PART 3
Qualification & Experience
Computer Science Degree or Technical Certification in Telecommunication or similar field. Preferred 5 to 10 years of work experience in Call Center environments. Experience in working with Call Center technology in Cloud environments preferred. At least 3 years’ experience in contact centre systems analysis, ideally in designing contact centre services, processes and environments. Understand Contact Centre ECO systems dependencies for example with PCI requirements, CRM tools or Reporting Applications, Workforce Management, Call Recording etc.
PART 4
Skills/Specific Tasks/Activities performed (choose groups that apply to your role)
Describe tasks in a short sentence if required
Group
Task responsibility
mark S/T/O & % of time spend on task group
S – Done by Self
T – For the team
O – For organization
Technical (e.g. Coding (Java), Testing (Unit))
T
Functional / Domain (e.g. Underwriting, Claims Mgmt.)
Analytical skills Communication skills Preparing management presentations, meetings, MOMs and tracking actions to closure Actively drive internal communications
T
Business / Client Engagement (e.g. Marketing, Consulting)
Preparing management presentations, meetings, MOMs and tracking actions to closure Actively drive internal communications
T
People Engagement (e.g. Hiring, Training etc.)
Encourage team to attend and respond to the security awareness meetings
T
Administrative / Compliance (e.g. Documentation, Quality etc.)
Record MoMs, maintain action tracker, decision logs and track actions until closure
S,T
Other tasks (any special / short term tasks that are occasional)
Keep own training and technical knowledge up to date. Acquired new knowledge in those fields of the role with few prior touchpoints. Maintain Personal Record folder and Personal Development plan in line with company policy
S
S
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.
Join us. Let's care for tomorrow.