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Head of Quality

2 months ago

Croydon, London, United Kingdom Allianz Full time

The role:

• Implement quality strategy and quality goals across Az P UK and IE operations to exceed customer expectations.

• Responsible for all areas of the Quality function: Quality audit, complaints management, Voice of the customer and customer feedbacks.

• Guarantee the continual compliance of quality standards, alignment with the UK and IE regulations and with the ISO certification.

Hours: This position is based on a 35-hour week shift basis. Monday – Friday 09:00 – 17:00 However, these hours may vary in line with business needs.

You will:

• Manage and maintain the quality functions and procedures to deliver quality standards aligned with UK & I regulations (including FCA Consumer Duty requirements) and Allianz Partners quality standards.

• Drive any necessary culture change and improvement in operations to deliver good customer outcomes

• Establish and monitor appropriate quality KPIs through reliable and consolidated MI reporting and provide regular reports to the senior management team and external stakeholders (FCA, CBI, Business Partners)

• Assist in continuous improvement activities throughout the business ensuring that problems are identified, resolved and prevented.

• Improve Quality Management including system across the quality functions and, update procedures and train team members where required

• Work with Legal and compliance to deliver recommendation to operations.

• Lead the monthly quality committee for each line of business. Ensure corrective actions are identified and delivered by the appropriate function on time.

• Ensure Az P UK and IE are meeting the FCA, ICO and CBI regulatory timelines and KPIs for complaints and DSARs.

• Support ISO certification renewal and quality certification needed for Az P UK operations to the service expected and agreed in our contractual obligations

• Provide leadership to the quality departments mentor and develop direct reports

• Set department objectives and monitor ongoing progress and performance in a timely manner

• Ensure strong communication between teams under leadership to facilitate exchange of information and in order to implement change and improvements

• Ensure that the function operates in accordance with any health, safety and environmental policies and procedures to ensure the safety and wellbeing of staff and visitors and any other organisational and ethical requirements

• Responsible for developing the appropriate organisational structure, resource plans and culture to support the business objectives and customer deliverables

• Complete regular performance reviews, and manage any other people issues in conjunction with HR

Must have

• Demonstrable experience in a quality leadership role in General Insurance or Retail Financial Services, with experience in Travel Insurance particularly advantageous.

• Knowledge of FCA policies and regulations referring to Consumer Duty, Treating Customers Fairly and Customers with characteristics of Vulnerability

• Knowledge of Financial Ombudsman Service standards

• Hands-on framework design and implementation expertise

• Proven leadership and management skills with the ability to optimise team performance and development

• Ability to effectively manage remote international teams

• Excellent relationship management skills with the ability to engage, negotiate and manage key stakeholders

• Excellent communication, interpersonal and influencing skills

• Excellent analytical and problem solving abilities

• Results orientated with ability to plan and deliver against project deadlines

• Proven project management experience

• Experience of operating and influencing at a strategic level

Preferred

• Knowledge and operational understanding of automotive and/or roadside assistance business

• Knowledge of ISO certification and implementation

• Knowledge of PAS 43 certification and implementation

Staff Benefits

You will receive excellent training for this role as we are dedicated to ‘Achieving Excellence Through Learning.’ You are always encouraged to bring your ideas and highlight any areas for improvement in processes.

In exchange for your expertise, experience and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.

We will provide you with competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on Allianz products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social Responsibility and an Interest free season ticket loan after probation.

Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.

We also provide a comprehensive Employee Assistance Programme (EAP) which is available from day one of employment. Confidential 24/7 helpline and an app to access life, money and wellbeing resources including mental wellbeing support, debt and legal advice