Head of Contact Center - Operations Roadside Assistance at Allianz Global Corporate & Specialty SE

Le Mans, Pays de la Loire, France -

Full Time

Start Date

Immediate

Expiry Date

03 Jan, 26

Salary

0.0

Posted On

05 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Excellence, Customer Experience, Team Leadership, Financial Management, People Management, Communication, Interpersonal Skills, Digitalization, Automation, Cross Functional Collaboration, Regulatory Knowledge, Customer Centricity, Performance Tracking, Quality Assurance, Training and Development, Problem Solving

Industry

Financial Services

Description

What you do This role is within the Operations function within Allianz Partners, in Le Mans, ensuring service delivery for the Roadside Assistance (RSA) & Mobility Line of Business (LoB). Reporting to the Regional Head of Operations RSA & Mobility - France, you would be responsible for overseeing service delivery for RSA & Mobility for France markets. This senior position involves overseeing and optimizing all aspects of the Mobility (RSA) platform within the territory in scope, focusing on driving effectiveness & efficiency of the service delivery within budget, meeting operational KPIs & contractual SLAs, focusing on positive customer experience, proactive participation in tenders and strategic planning. Key roles&repsonsibilities: Operational Excellence: Responsible for day-to-day operations, adhering to cost targets by ensuring efficiency & productivity, delivering services in quality to achieve ambitious customer satisfaction targets, and compliance with regulatory standards within all markets under your scope. Steer operating rhythm to track performance on daily/weekly/monthly basis, be the point of escalation for your local operations for any performance deviations for all the markets under your scope Planning of contingency plans for peak season, unplanned volume spikes, events etc. (including backup workforce planning) to ensure operational service delivery and SLA compliance for all the markets under your scope Customer Experience: Instill a customer-centric approach within the team, emphasizing the importance of meeting customer expectations. Developing, sustaining, and enhancing the platform team with a concentration on customer-centricity to enhance feedback through the Voice of Customer (VoC) and mitigate the frequency of complaints. Use customer feedback through VoC to drive improvements in service delivery process Ensure Country Platform Leader of Mobility (RSA) operations are continuously giving feedback to local WFM team to optimize resource utilization to ensure cost-effectiveness and productivity Monitor quality assurance processes to ensure the delivery of high-quality services Work closely with other teams and departments to ensure a seamless service delivery proces Find synergies across all teams to further optimize the operations activities, implement best practices from one market to another Team Leadership: Recruit, train, and mentor team members to ensure a skilled and motivated workforce Foster a positive and collaborative team culture that encourages innovation and continuous improvement Communicate the company's vision and strategy to the team, ensuring a shared understanding and commitment Address challenges and obstacles that may arise in service delivery promptly and effectively Encourage a problem-solving mindset within the team to resolve issues efficiently Identify training needs within the team and provide opportunities for skill development Promote employee engagement initiatives to maintain a positive and motivated team, address employee concerns and maintain a healthy work environment Financial Management: Delivery quality service to end customers within budget Develop & implement proactively levers to optimize operational costs within the scope What you bring +10 years of experience in running claims, operations, or similar function Proven experience in a senior leadership role within Assistance Operations, preferability within RSA business, managing call centers, service network, back-office activities Hands on experience in managing large complex local operations Experience in adaption and maturing the platform on digitalization and automation Ability to lead customer delivery through local and remote (offshored) teams Customer centric mindset Strong people management skill, experience working with cross functional teams Experience in people management like development plan, attrition, conflict management, etc Excellent communication and interpersonal abilities, comfortable interacting with Top management In-depth knowledge of local assistance regulations and market trends. Fluency in English and country’s local language is mandatory What we offer Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

Responsibilities

Oversee service delivery for Roadside Assistance and Mobility in France, ensuring operational KPIs and SLAs are met. Drive effectiveness and efficiency while maintaining a customer-centric approach and optimizing costs.