Job description

Head of Operations RSA - Poland

Head of Operations RSA - Poland

ROLE SUMMARY:

This role is within the Operations division within Allianz Partners, ensuring service delivery for the Roadside Assistance (RSA).

Reporting to the Sub-Regional Head of Operations (RSA), you are responsible for overseeing service delivery for RSA for Polish market.

This position involves overseeing and optimizing all aspects of the RSA platform within the country/ countries in scope, focusing on driving effectiveness & efficiency of the service delivery within budget, meeting operational KPIs & contractual SLAs, focusing on positive customer experience, proactive participation in tenders and strategic planning.

DUTIES AND RESPONSIBILITIES:

Operational Excellence:

· Responsible for day-to-day operations, adhering to cost targets by ensuring efficiency & productivity, delivering services in quality to achieve ambitious customer satisfaction targets, and compliance with regulatory standards within all markets under your scope.

· Steer operating rhythm to track performance on daily/weekly/monthly basis, be the point of escalation for your local operations for any performance deviations for all the markets under your scope.

· Planning of contingency plans for peak season, unplanned volume spikes, events etc.

(including backup workforce planning) to ensure operational service delivery and SLA compliance for your market / all the markets under your scope.

· Ensure continuous feedback to local WFM team to optimize resource utilization to ensure cost-effectiveness and productivity.

· Monitor quality assurance processes to ensure the delivery of high-quality services.

· Work closely with other teams and departments to ensure a seamless service delivery process.

· Find synergies across all markets to further optimize the operations activities, implement best practices from one market to another under your scope or with countries within your respective region with a strong focus on the global delivery model.

· Implement Automation & Digitization potential leveraging supporting expertise from transversal teams:

· Implement / support implementation of leakage minimization via regular closed file reviews (CFR) and respective measures within your scope, especially training, process adjustments / adherence etc.

· Attend operational meetings with business partners focused to various topics (e.g. Operational performance, product set up & implementation,…etc.)

Team Leadership:

· Recruit, train, and mentor team members to ensure a skilled and motivated workforce.

· Foster a positive and collaborative team culture that encourages innovation and continuous improvement.

· Communicate the company's vision and strategy to the team, ensuring a shared understanding and commitment.

· Address challenges and obstacles that may arise in service delivery promptly and effectively.

· Encourage a problem-solving mindset within the team to resolve issues efficiently.

· Identify training needs within the team and provide opportunities for skill development.

· Promote employee engagement initiatives to maintain a positive and motivated team, address employee concerns and maintain a healthy work environment.

Customer Experience:

· Instill a customer-centric approach within the team, emphasizing the importance of meeting customer & business partners expectations.

· Developing, sustaining, and enhancing the platform team with a concentration on customer-centricity to enhance feedback through the Voice of Customer (VoC) and mitigate the frequency of complaints.

· Use customer feedback through VoC to drive improvements in service delivery processes.

Financial Management:

· Delivery of service quality to end customers within budget.

· Develop & implement proactively levers to optimize operational costs within the scope.

KEY REQUIREMENTS/SKILLS/EXPERIENCE

· Experience in running claim, operations or similar function.

· Proven experience in a senior leadership role within Assistance Operations, preferably within RSA business, managing call centers, service network, back-office activities.

· Hands-on experience in managing large complex local operations.

· Experience in adaption and maturing the platform on digitalization and automation.

· Ability to lead customer delivery through local and remote (offshored) teams.

· Customer centric mindset.

· Strong people management skill, experience working with cross functional teams.

· Experience in people management like development plan, attrition, conflict management, etc.

· Excellent communication and interpersonal abilities, comfortable interacting with Top management.

· In-depth knowledge of local assistance & claims regulations and market trends.

· Fluency in English and Polish is mandatory.

[please translate into your local language]

82393 | 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.

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