UK and IE Head of Quality

6 months ago

Croydon, United Kingdom AWP Assistance UK Ltd Full time

Department – Operations support

Location – Croydon- Hybrid – 3 days in the office 2 days at home + regular international travel to other group sites

Salary - £75,000

Bonus – 7,500

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

About you:

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

About Allianz:

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, grow, and shape a better future for our customers and the world around us.

Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we commit to them, nourish them and invest in their careers because we recognize that your development goes hand in hand with our growth and success.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Join us. Let's care for tomorrow.

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