Head of Excellence

Head of Excellence & Performance - Operations RSA & Mobility Join to apply for the Head of Excellence & Performance - Operations RSA & Mobility role at Allianz Partners As part of the global RSA Operations team, the Head of Excellence & Performance directly reports to the Global Head of RSA Operations. This executive is responsible for ensuring the highest quality of service delivered to our customers and harmonizing training programs across the RSA Operations community. The role involves overseeing the development and implementation of quality assurance processes and global training programs to maintain and enhance service standards. The Head of Excellence & Performance collaborates with regional and local RSA Operations teams, the RSA process improvement team and the RSA Operations strategic project team to foster continuous improvement initiatives and drive a culture of quality throughout the organization. Responsibilities Acts as the global anchor for operational excellence, working closely with regional teams to ensure consistency, capability building and customer‑centricity. Responsible for LOB strategy setting and execution oversight including VoC oversight, ownership of the learning strategy and instructional design standards, knowledge management design and governance, global quality and training frameworks to drive consistency and impact. This structure is also responsible for hands‑on quality assurance and training, while maintaining a strong operational interface with the regional organization. Depending on individual settings, governance topics such as functional rules, internal audit and compliance oversight might also be managed here. Design, develop and implement comprehensive quality management assurance processes to ensure efficiency, productivity, operational excellence and deliver best‑in‑class customer experience. Identify training needs, design and harmonize training programs to align with global standards and operational goals. Strategically align training initiatives with RSA Operations’ goals, focusing on capability building, leadership development and continuous improvement to enhance service quality and operational efficiency. Design and enhance the knowledge management system to drive knowledge sharing and promote collaboration among communities. Develop and implement robust strategies and controls to detect, prevent and mitigate fraudulent activities. Conduct OFR/CFR to identify leakage and define improvement measures within the organization. Ensure knowledge management through proper documentation of quality processes, procedures, and trainings. Establish and monitor key performance indicators (KPIs) related to quality and training program effectiveness, providing regular reports to Allianz Partners leadership. Analyze customer feedback and complaints and conduct regular audits to identify areas for improvement. Drive initiatives for continuous improvement in services and processes. Lead and mentor a team of quality and training professionals to create a high‑performance culture. Develop and maintain the most efficient operating models, optimizing resources and workflows within RSA Operations platforms. Serve as senior liaison for key clients, ensuring alignment of expectations and capabilities. Represent RSA Operations in high‑stakes client meetings and strategic planning sessions. Stay abreast of industry trends, regulatory changes and emerging technologies to inform strategic decisions. Cultivate a high‑performance culture within the RSA Operations team, providing executive oversight and development for leaders at all levels. Work with other team members in RSA Operations group to define strategy and working plans, discussing roles and responsibilities and ensuring optimal collaboration. What You Will Do Strategic Leadership: Define and drive the long‑term strategic vision for RSA Operations globally, ensuring alignment with the organization’s broader business objectives. Training and Development: Identify training needs, design and harmonize training programs to align with global standards and operational goals. Knowledge Management: Design and enhance the knowledge management system. Fraud Management: Develop and implement robust strategies and controls to detect, prevent, and mitigate fraudulent activities. Leakage Management: Conduct OFR/CFR to identify leakage and define improvements. Documentation: Ensure proper documentation of quality processes, procedures, and trainings. Metrics: Establish and monitor key performance indicators (KPIs) related to quality and training programs effectiveness. Continuous Improvement: Analyze customer feedback and complaints, conduct audits and drive initiatives for continuous improvement. Team Leadership: Lead and mentor a team of quality and training professionals. Operational Excellence: Develop and maintain efficient operating models. Stakeholder Engagement: Serve as senior liaison for clients and represent RSA Operations in client meetings and strategic planning sessions. Market Insights: Stay abreast of industry trends, regulatory changes, and emerging technologies. Community Leadership: Cultivate a high‑performance culture and provide executive oversight. Cross‑functional Coordination: Coordinate with other teams to define strategy and working plans. What You Will Bring College Diploma/Degree with 7‑10 years of relevant experience. Strong knowledge in quality and training environment. Experience executing large‑scale strategy with a cross‑functional approach. Ability to provide strategic thought leadership and guidance to other leaders. Experience working with intercultural operations in insurance, assistance or banking (preferred). Ability to think strategically forward over a 3‑5 year time span. Strong technical skills in using MS Excel and PowerPoint. Demonstrated ability to build strong relationships at all levels. Ability to interact easily with senior management and clearly articulate position. Demonstrated ability to conduct research, analyze data and develop meaningful reports. Strong customer satisfaction and process efficiency focus. Fluency in English. Strong communication skills, team spirit and flexibility. 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. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. Join us. Let’s care for tomorrow. #J-18808-Ljbffr