Director - Head of AAGI Policy Management and customer service

Responsible for overseeing and managing customer service operations to ensure excellent service delivery, efficient department performance, profitability, and increased customer satisfaction, loyalty, and retention. Responsible for administering insurance policies, including policy issuance and distribution to customers, ensuring accuracy and timely delivery.

Key Responsibilities

• Drive and manage client SLAs, KPIs, and operational performance to ensure timely delivery of new business, renewals, and policy administration activities.
• Oversee policy issuance, quotation, and service processes to ensure quality, accuracy, and compliance with agreed standards.
• Monitor operational performance, analyze data, prepare management reports, and implement corrective actions where required.
• Lead the execution of strategic initiatives and operational priorities in line with the COO’s vision and organizational objectives.
• Lead continuous process improvement initiatives to enhance productivity, service quality, and operational efficiency.
• Manage workforce planning, resource allocation, and departmental budgets to achieve business objectives.
• Lead, coach, and develop teams to maximize performance, engagement, and customer service excellence.
• Collaborate with internal and external stakeholders to ensure smooth operations and effective service delivery.
• Foster a customer-centric culture by improving customer satisfaction, NPS, and First Call Resolution (FCR).
• Identify and implement new technologies, tools, and best practices to improve customer experience and operational effectiveness.
• Act as the Voice of the Customer and drive customer-focused improvements across the organization.
• Ensure compliance with regulatory requirements, company policies, and risk management standards.
• Lead strategic initiatives, change management projects, and operational excellence programs to support business growth.
• Manage Profit & Loss (P&L), Profit Centre, and Cost Centre responsibilities to achieve financial and operational targets.

Qualifications ;

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.

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