Head of Service Delivery

3 days ago


Croydon, Greater London, United Kingdom Allianz Full time
Job Summary:

We are seeking a highly skilled Head of Service Delivery to join our Operations division at Allianz Partners.

The successful candidate will oversee and optimize all aspects of the Mobility (RSA) platform in the countries under scope, driving effectiveness & efficiency of service delivery within budget, meeting operational KPIs & contractual SLAs, and ensuring positive customer experience.

Main Responsibilities:

  • Develop and sustain the platform team with a concentration on customer-centricity to enhance feedback through the Voice of Customer (VoC) and mitigate complaint frequency.
  • Deliver quality service to end customers within budget.
  • Oversee 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.
  • Manage 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.
  • Identify training needs within the team and provide opportunities for skill development.

Requirements:

  • 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.
  • Ability to lead customer delivery through local and remote (offshored) teams.
  • In-depth knowledge of local assistance regulations and market trends.


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