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Location – Croydon – Hybrid – 3 days in the office and 2 days at home + regular international travel to other group sites
The Role:
The Quality Lead for UK/IE is part of the regional quality organization, reporting to the Regional Quality & Training Lead in Operations. The role involves ensuring and improving the quality of services in the country, including quality processes, customer satisfaction, complaints, and leakage. Responsibilities include developing quality management strategies, overseeing assurance processes, and fostering continuous improvement. The Quality Lead collaborates with the central quality team and cross-functional departments to maintain standards, meet regulatory requirements, and promote a culture of quality, ensuring high-quality outcomes and customer satisfaction.
Primary objectives include managing complaints, driving quality assurance audits, monitoring customer satisfaction (VoC/NPS), identifying improvement areas, and implementing initiatives aligned with the Group quality strategy. Additionally, conducting OFR/CFR to identify leakage and define improvement measures within the organization.
Hours:
35 hours per week, Monday to Sunday, 07:00 – 18:00. Hours may vary based on business needs and are subject to change.
Key Responsibilities:
1. Quality Strategy: Develop and implement the country’s quality management strategy.
2. Cross-Functional Collaboration: Work with various departments to integrate quality measures into all operations.
3. Quality Culture: Promote initiatives to foster a culture of quality.
4. Quality Standards: Establish and maintain high standards aligned with industry best practices, group standards, and local regulations.
5. Quality Audits: Conduct audits, identify improvement areas, and develop corrective action plans.
6. Quality Certification: Drive ISO and other certifications locally.
7. Quality Assurance: Plan, implement, and monitor assurance processes for compliance.
8. Quality Metrics: Establish KPIs, monitor performance, and report to leadership.
9. Customer Satisfaction: Focus on enhancing satisfaction through VOC/NPS, addressing concerns promptly, and launching VOC initiatives.
10. Quality Committees: Lead quality circles and B-Partner quality committees, monitor performance, and implement actions.
11. Complaints Management: Roll out and maintain complaint processes, track issues, and support system implementation.
12. Customer Feedback: Analyze feedback for improvement opportunities and integrate into quality processes.
13. Leakage Management: Establish control measures, track leakage rates, and collaborate on actions.
14. Process Development: Lead design and improvement of quality management processes.
15. Risk Management: Identify and mitigate quality risks.
16. Documentation: Ensure proper documentation of processes and outcomes.
17. Financial & Budget Management: Manage the quality budget for the country.
18. Team Leadership: Build and lead a high-performing team, fostering a culture of innovation and excellence, and promoting Allianz values.
About You:
* 10+ years’ experience in intercultural operations within insurance, assistance, or banking.
* Strong knowledge of quality and complaints management.
* Experience executing large-scale strategies with a cross-functional approach.
* Understanding of the UK regulatory environment.
* Focus on customer satisfaction and process efficiency.
* Excellent communication skills, team spirit, and flexibility.
* Ability to multitask and work remotely in an international environment.
* Fluent in English.
About Allianz Group:
One of the most trusted insurance and asset management companies worldwide, committed to caring for our employees and fostering an inclusive environment. We welcome applications regardless of ethnicity, age, gender, nationality, religion, disability, or sexual orientation. Join us and help build a better future for our customers and the world.
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