Head of Operations RSA

4 days ago

Croydon, United Kingdom Allianz Partners Full time

This role is within the Operations division within Allianz Partners, ensuring service delivery for the Roadside Assistance (RSA) & Mobility Line of Business (LoB). Reporting to the Regional Head of Operations Mobility (RSA), you would be responsible for overseeing service delivery for RSA & Mobility for UK and Ireland markets.

This senior management position involves overseeing and optimizing all aspects of the Mobility (RSA) platform within the 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.

What you doOperational 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 all the markets under your scope.
  • Ensure country heads of Mobility (RSA) operations are continuously giving 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.
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 expectations.
  • Develop, sustain, and enhance 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:
  • Deliver quality service to end customers within budget.
  • Develop & implement proactively levers to optimize operational costs within the scope.
What you bring
  • 10+ years of 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 adaptation 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 skills, 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 regulations and market trends.
  • Fluency in English is mandatory.
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 a key priority for us. This is why we build Work Well programs to provide you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

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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