Director - Head of AAGI Customer Service and Policy Management

Responsibilities

• Responsible for managing and maintaining excellent customer service to ensure the department operates efficiently, profitably, and achieves high levels of customer satisfaction, loyalty, and retention.

• Oversee insurance policy issuance and distribution to customers, ensuring accuracy and timely delivery.

• Drive and manage client metrics, SLAs, and KPIs; ensure accountability and that new business, renewals, and maintenance tasks are completed within TAT.

• Monitor and control the quality of quotations, policy issuance, and document processing to meet SLA requirements.

• Reconcile data to ensure accurate transactions.

• Prepare reports for clients as required.

• Investigate process or practice issues and provide appropriate solutions.

• Review workflows and processes to identify opportunities for efficiency and improvement.

• Provide feedback on process or system changes to enhance operational efficiency.

• Manage workforce planning to align with schedules and deadlines.

• Assess staff performance and provide coaching and guidance to maximize efficiency.

• Coordinate with internal stakeholders (e.g., Underwriting, Marketing) and external parties (e.g., clients) to ensure smooth operations.

• Monitor office supply inventory and manage procurement of materials.

• Advise management on improvements to working procedures and processes to increase efficiency.

• Control and monitor the implementation of strategic directions set by the COO.

• Supervise and support team members by providing direction, guidance, and coaching to improve performance, morale, and teamwork, ensuring compliance with company standards.

• Lead and develop the operational management team by setting clear and measurable performance targets.

• Manage Profit & Loss and oversee Profit Centre/Cost Centre budgets.

• Build a customer-centric culture and processes aligned with business goals.

• Improve NPS and other customer metrics.

• Empower and engage the Customer Service team.

• Enhance First Call Resolution (FCR).

• Identify and implement new tools and technologies to improve customer service.

• Drive sales growth through service excellence.

• Act as the Voice of the Customer across the organization.

• Ensure full regulatory compliance and identify potential risk issues.

• Define and optimize resource utilization in line with service specifications and business objectives, working closely with resource planning and MI teams.

• Collaborate effectively with stakeholders (Commercial, Finance, Marketing, Operations) to drive customer improvements.

• Continuously develop and implement process improvements and successful change initiatives.

• Drive quality and consistency across all operations.

Qualifications :

• Bachelor’s or Master’s degree in a related field.
• Minimum of 10 years of relevant working experience (background in the banking or insurance industry is preferred).
• Any AI-future skills e.g., ChatGPT, or CoPilot 365, will be an advantage.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. We are united by a shared commitment: to put our customers first and at the centre of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of ethnicity or cultural Internal background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.