Manager, Medical Assistance Operations at Allianz Global Corporate & Specialty SE

, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jan, 26

Salary

0.0

Posted On

05 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Coaching, Customer Satisfaction, Data Analytics, Process Improvement, Performance Management, Budget Management, Team Development, Escalation Management, Service Excellence, Relationship Building, AI Technology, Call Center Management, Operational Excellence, Scheduling, Resource Utilization

Industry

Financial Services

Description

As Manager, Medical Assistance Operations, you will lead the day-to-day operations of our 24/7 Medical Assistance Operations, overseeing Team Leaders and their teams to ensure operational excellence and outstanding members’ medical assistance care. You’ll drive performance through coaching, staffing decisions, and process improvements, and customer satisfaction while leveraging AI and data analytics to optimize workflows and enhance efficiency. You will also play a key role in supporting new business implementation, handling escalated client inquiries, and identifying opportunities to improve customer satisfaction and service delivery. Way of Working: This role is remote within select U.S. states where we are authorized to hire. Candidates must reside in an eligible state and be able to travel up to 10% domestically and internationally. What You’ll Do Supervise, coach and develop Team Leaders to ensure efficiency of the departmental operations, customer satisfaction, and maximize associate performance. Review prepared metric reports and identify areas of improvement to maintain and exceed service level standards Will review department budgets and ensure their areas remain within budget Work with senior leadership to identify process improvements that will create efficiencies and enhance client satisfaction Achieve all established service standards and turnaround times based on client and partner service agreements Effectively manage the daily activities of the department to ensure maximized scheduling and real-time utilization of resources Be a point of escalation for any client or partner complaints requiring resolution Provide input to departmental budgets and operational policy Assign takes to Team Leaders and Associates and responsible for the outcome of those tasks What You’ll Bring College degree or combination of education, training and relevant experience. 5+ years’ relevant experience in a call center environment 3+ years’ leadership experience with proven results in people management. Strong customer focus and relationship-building skills at all levels. Experience managing to metrics, BI, data analytics, and AI-driven process improvement tools. Demonstrated success creating and driving service excellence Proven ability to lead, coach, and drive results through others. Ability to travel up to 5% both domestically and internationally Insurance or Financial Services industry would be an asset 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. At Allianz we use some AI-assisted technology as part of our recruitment process to help match candidates to roles based on skills, experience, job title, and location. AI supports our recruiters by enhancing the efficiency and accuracy of candidate assessments and job recommendations, while all applications are reviewed by our recruitment team and final hiring decisions are made by humans. This posting is for an existing vacancy. 80921 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Responsibilities

You will lead the day-to-day operations of the Medical Assistance Operations, overseeing Team Leaders to ensure operational excellence and outstanding member care. Additionally, you will handle escalated client inquiries and identify opportunities for service improvement.