Head of Excellence

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. Key responsibilities include:

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 setting governance topics such as functional rules, internal audit and compliance oversight might also be managed here.

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. Spearhead initiatives that enhance quality, fraud and performance excellence practices, customer experience, and operational efficiency.
• Quality Strategy: Design, develop and implement comprehensive quality management assurance processes to ensure efficiency, productivity, operational excellence and deliver best in class customer experience.
• Training and Development: Identify training needs, design and harmonize training programs to align with global standards and operational goals. Strategically aligns training initiatives with RSA Operations' goals, focusing on capability building, leadership development, and continuous improvement to enhance service quality and operational efficiency. By leveraging partnerships and tracking performance metrics, it fosters a culture of innovation and agility, ensuring responsiveness to evolving business needs.
• Knowledge management: Design and enhance the knowledge management system to drive knowledge sharing and promote collaboration among communities
• Fraud Management: develop and implement robust strategies and controls to detect, prevent, and mitigate fraudulent activities, ensuring the integrity and trustworthiness of services provided and thus contributing to the overall operational excellence and sustainability of RSA Operations.
• Leakage management: Conduct OFR/CFR to identify leakage and define improvements measures within the organization.
• Documentation: Ensure knowledge management through proper documentation of quality processes, procedures and trainings to facilitate transparency, consistency and impact.
• Metrics: Establish and monitor key performance indicators (KPIs) related to quality and training programs effectiveness, providing regular reports to the leadership of Allianz Partners.
• Continuous Improvement: Analyze customer feedbacks and complaints and conduct regular audits to identify areas for improvement. Drive initiatives for continuous improvement in services and processes to address quality issues. Continuously improve training materials based on feedback and performance metrics
• Team Leadership: Lead and mentor a team of quality and training professionals to create a high-performance culture, achieve organizational objectives and foster a culture of innovation and excellence.
• Operational Excellence: Develop and maintain the most efficient operating models, optimizing resources and workflows within RSA Operations platforms.
• Stakeholder Engagement: Serve as the senior liaison for key clients, ensuring alignment of expectations and capabilities. Represent RSA Operations in high-stakes client meetings and strategic planning sessions to address evolving customer needs, improve service delivery, and reinforce customer satisfaction. Develop and present executive reports on operations performance, highlighting achievements, risks, and opportunities for improvement. Track and manage KPIs, using data-driven insights to guide strategic decision-making and identify growth opportunities.
• Market Insights: Stay abreast of industry trends, regulatory changes, and emerging technologies to inform strategic decisions.
• Community Leadership: Cultivate a high-performance culture within the RSA Operations team, providing executive oversight, mentoring, and development for leaders at all levels.
• Cross-functional coordination: Works with other team members in RSA Operations group to define strategy and working plans, discussing roles and responsibilities and ensuring optimal collaboration with common goals.

What You Will Bring

• College Diploma/Degree coupled with 7-10 years' relevant experience with the ability to manage strategic projects and achieve strategic objectives
• Strong knowledge in quality and training environment
• Experience in executing large scale strategy with cross functions approach
• Ability to provide strategic thought leadership and guidance to other leaders
• Experience in working with intercultural operations in insurance, assistance or banking is preferred
• Ability to think strategically forward in a 3- 5 year time span and be able to develop strategies and plans to meet future-facing goals.
• Strong technical skills in using MS Excel and PowerPoint.
• Demonstrated ability to build strong relationships at all levels of the organization.
• Ability to interact easily with senior management and clearly articulate your position
• Demonstrated ability to conduct research, analyze data and develop meaningful reports and presentations for a wide variety of audiences.
• 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 key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

86152 | Operations | Professional | Allianz 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.

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.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz' company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.