Team Leader with German - Customer Support Policy Administration

Allianz Services is proud to serve and be part of Allianz Group, one of the world's leading insurers and asset managers. Our global footprint, with more than 8,700 employees located across twelve countries and four continents, enables us to unlock value for our partners across the insurance value chain and deliver superior client experience within Allianz Group. At Allianz Services, we have a strong specialization in core insurance operations, shared services, business analytics, engineering, and management consulting. Our people and our trusted relationships with partners are what matter most. These are rooted in our values of compassion, integrity, and expertise and we strive to continuously evolve, improve, and deliver excellence while contributing successfully to the transformation of Allianz. Caring actively for the environment, for people, and for our customers is what makes us a great place to work and together we are shaping a better and more caring tomorrow.

Job role

The role involves leading and coordinating the Customer Support & Policy Administration team to provide high-quality service through a mix of administrative processes, either backoffice or telephony, ensuring alignment with service-level agreements, compliance standards, and Allianz’s quality benchmarks.

What you will do

Leadership & Team Management

•             Lead the customer support and back-office policy administration activities.
•             Create an inspiring team environment with an open communication culture.
•             Oversee onboarding of new tasks, processes, and systems, ensuring proper documentation and training.
•             Plan and allocate resources effectively to meet SLAs and business needs.
•             Conduct performance evaluations, provide coaching, and support career development.

Operational Excellence

•             Ensure accurate and timely execution of policy administration tasks.
•             Monitor call quality, policy processing accuracy, and adherence to operational KPIs.
•             Prepare and dispatch daily, weekly, and monthly operational reports.
•             Take ownership of the accuracy and completeness of operational data; identify trends and provide analysis for improvement.
•             Collaborate with other internal departments to coordinate for billing, financial needs, recruitments etc.

Client & Stakeholder Engagement

•             Act as an escalation point for complex customer queries.
•             Maintain effective working relationships with internal and external customers.
•             Participate in stakeholder and process improvement meetings with client teams.
•             Collaborate with other Allianz departments/regions to harmonize processes and improve operational efficiency.

Quality & Compliance

•             Conduct quality assurance checks on both telephony and back-office deliverables.
•             Ensure processes comply with Allianz standards and regulatory requirements.

•             Escalate risks and issues promptly to senior management.

What you bring

•             2+ years of proven experience in coordinating and/or leading a team in a customer service or operations environment.
•             Experience with both inbound/outbound telephony and back-office processes.
•             Strong customer-oriented mindset and excellent problem-solving skills.
•             Strong organizational, planning, and structuring skills.
•             Fluent in English and German; French/ Italian/ Spanish language skills are a strong plus.
•             Experience in multicultural environments.
•             Knowledge of insurance, financial services, or policy administration processes is an advantage.
•             IT literacy (MS Office, CRM systems); process management or Lean Six Sigma is a plus.
•             Practical Agile experience and/or Project Management preferred.Analytical and customer oriented mindset, with a genuine interest in technology, digital transformation, and innovation (e.g. IT, automation, or GenAI).We highly welcome candidates with a genuine interest and affinity for Information Technology (IT) and Generative Artificial Intelligence (GenAI), as these attributes are considered valuable assets to our team.

You have

• Strong organizational, planning and structuring skills;
•  Excellent communication skills and ability to build strong working relationships in a complex environment.
•  Strong leadership and people management capabilities.
•  Analytical thinking and attention to detail.
•  Ability to adapt to changing priorities and think outside the box.
•   Flexible and able to think outside the box;
•   Self-starter, driven, and results-oriented
•   Flexible and customer-focused approach