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Platform Leader - București, România - Allianz Partners Romania
Descriere
Main Responsibilities:
Ensures proper quality evaluation process and improve quality level of the team according to the objectives set by the company's management.
Proactive management of BUs and client relationship. Build strong team spirit. Develop leadership line through coaching, 1-to-1s, trainings. Manage performance review process and career development. Support internal change processes. Implement the strategy agreed by the top-management.
Reach defined attrition targets
Reach defined holiday ratio target
Support recruiting processes. Active involvement in events such as customer visits and job fairs.
Handles all operational risk and ensure that these are monitored;
Holds overall responsible for the culture of quality with the goal to become best in class in terms of quality matrix delivery;
Responsible for process design and process mapping according with Allianz global standards for the managed area
Ensure quality framework and quality checklists in place for all processes in the managed area
Manages towards implementing and overseeing the complaints management process for both internal clients
Supports/Drives digitalization and automation, quality and performance improvements (analysis of processes, team structure, products;
Supports the GCC business growth by actively participating in all pre and onboarding processes with potential and new clients;
Frameworks; adhere to underwriting / risk management framework, to Group's policies, procedures, satisfying fully all legal and regulatory responsibilities;
Builds a culture of customer and process excellence, quality and continuous improvement;
Manages within underwriting and insurance risk appetite framework; adheres to underwriting / risk management framework, to Group's policies, procedures, satisfying fully all legal and regulatory responsibilities within the claims management area as well as for front desk
Manages the team leaders, operational teams and the support functions professionally and disciplinary in order to meet operational targets
Builds and maintains a good communication with all clients' teams while checking the way team leader communicate with the clients' teams.
Responsible for SLA (Service Level Agreement) achievement, checking, approving and if the case planning the agents shifts; makes sure the workforce management is effective for the department.
Delivering in a timely effective manner the reports requested by the client and/or employerDriving learning (ex:
planning, training materials) and professional development for the entire department, ensures proper knowledge management between employees and process improvement programs
Setting performance goals, checks and/or evaluates the professional objectives fulfillment of the employees.
Checks coaching sessions and improvement plans given to all the employees in his/ her organization
Constantly aware of the changes happening on services and ensures their implementation by having a minimum impact on productivity.
Answers to the Human Resources department requests that are related to the department managed
Develops and implements a learning and development program as well as a career path for all employees together with the HR department.
Replaces the team leader for the period he/she is absent or inactive. Ensures back up at all times for all functions.Answers to the Human Resources department request considering developing and implementing a retention program for the employees.
Informs the company's management and the HR department regarding the necessary number of employees or the optimization plan for the existing employees to effectively manage volumes.
Responsible for the negotiation and implementation of any request made by the client.Can temporarily delegate to team leader certain tasks with the management's approval.
Professional and disciplinary lead of the assigned team
Quality Assurance and responsibility for Target Delivery of the team (meeting qualitative and quantitative targets)
Continuous performance monitoring and corrective support for Team members
Planning and forecasting necessary capacities
Continuous development/improvement of operational processes
Delivering of reporting in line with deadlines
Setting up new reporting when requested
Administrating the reporting lists
Participation/lead of local/international Projects
Key Account of internal/external international client.
About you
University degree;
> 6 years Operations experience; specific insurance experience is an advantage;
Proven experience in setting up clear direction on quality and complaint management;
Project Management expertise and Agile methodology knowledge;
Process mapping and improvement (Lean Six Sigma certification is a plus);
In-depth understanding of end-to-end business processes in back office and call center areas
Excellent analytical and problem solving skills;
Bring excellent leadership and senior management capabilities;
Entrepreneurial and able to demonstrate commercial acumen when driving operations decisions;
Clear and effective communication with senior business leaders and project teams;
Fraud and risk management expertise may be a plus;
Autonomy, critical thinking, decision-making skills, tolerance of ambiguity, creativity and initiative
Ability to work in a very fast paced, multi-tasking environment
Experience in a related industry preferred / knowledge of customer service and contact centre operations
Strong anti-fraud orientation
Fluent in English; fluency in other EU languages is a plus.
Allianz Partners is a leading provider of global assistance, automotive and travel insurance solutions, with more than 21,000 employees worldwide and commercial activities in 76 countries.
We put the consumers' needs in the center of what we do, aim to become a digital champion and believe in data based learning.
We use the Allianz Partners network to access state of the art capabilities, combine it with global expertise and an innovative mind-set, constantly questioning current ways of offering insurance.
The Global Service Delivery (GSD), on the Romanian market since 2014 and developing under DARE & CARE Allianz Partners values, is a growing operational site that serves internal clients and their end customers throughout the world with innovative, seamlessly integrated insurance and assistance services.
Do you enjoy thinking ahead and identifying new opportunities or anticipate future challenges? Do you like driving complex, cross-functional projects in an agile way? Do you enjoy pushing borders and have a passion for the latest technologies?Then, JOIN US