Lead and develop the DACH Claims Team, ensuring that the quantitative and qualitative targets of the team are met. You will work closely in cross functional teams across the unit. You will manage the claims and customer care front and back office department including direct Team Leaders in such a manner that will ensure the improvement of results (reducing consumption and costs, increase productivity, reducing delivery time, increasing flexibility in meeting customer satisfaction, etc. – all these improvements resulting in increased competitiveness).
This role is directly reporting into Head of Global Service Delivery Center.
What you do
Building up and running operationally the DACH Claims Team (including customer service desk email/call, master data management, claims management, policy cancellation, customer satisfaction surveys) Professional and disciplinary lead of the assigned team Quality Assurance and responsibility for Target Delivery of the team (meeting qualitative and quantitative targets). Ensure proper quality evaluation process and improve quality level of the team according to the objectives set by the company’s management. Continuous performance monitoring and corrective support for Team members. Insures the team’s productivity according to the objectives set by the company’s management. Planning and forecasting necessary capacities. Ensure backups at any time without any operational impact. Proactive management of BUs and client relationship. Build strong team spirit. Develop leadership line through coaching, 1-to-1s, trainings. Manage performance review process and career development. Support internal change processes. Implement the strategy agreed by the top-management. Continuous development/improvement of operational processes Delivering of reporting in line with deadlines Setting up new reporting when requested Managing the reporting lists so that day to day call, email and claim performance can be closely monitored. Delivering in a timely effective manner the reports requested by the client and/or employer Participation/lead of local/international Projects Key Account of internal/external international clients Manage all escalations within targets and work towards proactively avoiding operational issues Ensure best in class customer experience and collaborate closely with complaints, quality and training coordinators to ensure team best performance Follow instructions of the management of the company Support recruiting processes. Active involvement in events such as customer visits and job fairs. Responsible for SLA (Service Level Agreement) achievement, checking, approving and if the case planning the agents shifts; makes sure the workforce management is effective for the department. Driving learning (ex: planning, training materials) and professional development for the entire department, ensures proper knowledge management between employees and process improvement programs Setting performance goals, checks and/or evaluates the professional objectives fulfilment of the employees. Checks coaching sessions and improvement plans given to all the employees in his/ her organization Constantly aware of the changes happening on services and ensures their implementation by having a minimum impact on productivity. Answers to the Human Resources department requests that are related to the department she manages. Develops and implements a learning and development program as well as a career path for all employees together with the HR department. Answers to the Human Resources department request considering developing and implementing a retention program for the employees. Informs the company’s management and the HR department regarding the necessary number of employees or the optimization plan for the existing employees to effectively manage volumes. Responsible for the negotiation and implementation of any request made by the client.
What you bring
5+ years of experience in similar roles or businesses Fluent in English (written & oral) Problem Solving: Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution Strong stakeholder management skills Excellent communication and presentation skills, with ability to build and maintain strong internal/external relationships and teamwork Claims process knowledge is a plus Analytical and organizational skills, attention to details Autonomy, critical thinking, decision-making skills, tolerance of ambiguity, creativity and initiative Ability to work in a very fast paced, multi-tasking environment Experience in a related industry preferred / knowledge of customer service and contact centre operations Anti-fraud orientation preferred German language knowledge preferred
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.
62532 | Operations | 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.
Join us. Let's care for tomorrow.