Responsibilities
:
1. Quality (incl leakage andplaints) Strategy: participate to the development and implement in the country the quality management strategy
2. Cross-Functional Collaboration: Collaborate with various departments of Allianz Partners to integrate quality measures into all aspects of the organization's operations.
3. Quality Culture: Drive initiatives within the team and various departments to promote a culture of quality.
4. Quality Standards: Establish and maintain high-quality standards and ensure they align with industry best practices, group standards and local regulatory requirements and meet customer expectations.
5. Quality Audits: Conduct regular audits to assess adherence to quality standards and identify areas for improvement. Agree and built corrective actions plans with various departments.
6. Quality certification: Implement and drive ISO and other certifications at the local level.
7. Quality Assurance: Planning, implementation and monitoring of quality assurance processes to ensurepliance with standards and regulations in collaboration with other departments.
8. Quality Metrics: Establish and monitor key performance indicators (KPIs) related to quality, providing regular reports to the leadership of Allianz Partners.
9. Customer Satisfaction: follow the VOC / NPS score focusing on enhancing customer satisfaction by delivering high-quality services and addressing quality concerns promptly and effectively, coordinate the launch of VOC within the region (new LoB, models, B-partner)
10. Quality circles and B-Partner qualitymittee: implement and lead the necessary qualitymittees to follow the performance of quality indicators and implement action plans.
11. Continuous improvement: Drive initiatives for continuous improvement in services and processes, reduction of leakage and customer satisfaction through data-driven analysis and feedback mechanisms. Roll out and develop monthly qualitymittee meetings providing feedback loop to operations, sales,pliance and senior management within region. Ensure corrective actions are delivered and nonpliance issues are resolved on time
12. Customer Feedback: Analyze customer feedback andplaints to identify opportunities for improvement and address quality issues. Integrate Feedback into qualitymittee process
13. Leakage management: Establish OFC and CFR control measures. Track the leakage rate and savings within the region and implement the appropriate actions. Collaborate with various departments.
14. Process Development: Lead the design, development, and continuous improvement of Quality Management processes to ensure efficiency, productivity, and operational excellence. Coordinate required pilots and provide rmendations if needed.
15. Risk Management: Identify and reduce potential quality risks by initiating measures to prevent defects and errors within the processes of Allianz Partners.
16. Documentation: Ensure proper documentation of quality processes, procedures and oues and in consequence facilitate transparency and accountability throughout the organization.
17. Financial & Budget Management: Develop and manage the budget of Quality scope for the respective country.
18. Team Leadership: Build and lead a high-performing team of operations professionals and foster a culture of innovation and excellence that improves AES (Allianz Engagement Survey) scores. Be an ambassador of AzP and role model our values while creating a high-performance culture and teams.
About you:
Essential
19. 10+ years' experience in working with intercultural operations in insurance, assistance or banking
20. Strong knowledge in quality andplaints environment
21. Experience in executing large scale strategy with cross functions approach
22. Understanding of the UK regulatory environment
23. Strong customer satisfaction and process efficiency focus
24. Ability to interact easily with senior management and clearly articulate your position
25. Strongmunication skills, team spirit and flexibility
26. Ability to multitask and work remotely in an international environment
27. Fluency in English
Allianz Group is one of the most trusted insurance and asset managementpanies 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.
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 wee applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow. Job ID 43224