Head of UK/IE Mobility Ops

2 weeks ago


Croydon Cambridgeshire, United Kingdom Allianz 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). 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.
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.
Identify training needs within the team and provide opportunities for skill development.
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.
Financial Management:
Delivery quality service to end customers within budget
10 years of experience in running claim, operations or similar function
~ Proven experience in a senior leadership role within Assistance Operations, preferability within RSA business, managing call centers, service network, back-office activities
~ Hands on experience in managing large complex local operations
~ Ability to lead customer delivery through local and remote (offshored) teams
~ In-depth knowledge of local assistance regulations and market trends.
~ Fluency in English and country's local languages is mandatory

Allianz Group is one of the most trusted insurance and asset management companies in the world. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Note: Diversity of minds is an integral part of Allianz' company culture.



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