Excellence & Performance Manager
Casablanca, MA
Allianz Services is a global center of excellence delivering high-quality business services to the Allianz Group. We are a diverse team across multiple continents, driving transformation, operational excellence, and customer-centric solutions to serve and be part of Allianz Group, one of the world's leading insurers and asset managers. Our global footprint, with more than 8500 employees located across ten 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, contact center operations 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.
The Excellence & Performance Manager plays a critical role in supporting local RSA operations by implementing Excellence & Performance practices and driving operational improvements.
This role ensures the effective execution of strategies related to Learning, Quality, Fraud, Leakage, and Complaints Management, while aligning with local business priorities and regulatory requirements.
Reporting to the local RSA Operations leadership, the Manager collaborates closely with operations teams to enhance service quality, mitigate risks, and improve customer satisfaction. The role is responsible for ensuring operational excellence, compliance, and continuous improvement across local operations.
DUTIES AND RESPONSIBILITIES
People Management
- Lead and manage a team, including individual contributors and managers.
- Provide leadership, coaching, and development opportunities to foster a high-performance culture.
- Manage stakeholders locally, balancing business priorities and ensuring alignment.
- Build strong relationships with cross-functional teams to drive collaboration.
- Ensure the team is equipped with the necessary skills, tools, and resources.
Supporting Local RSA Operations
- Act as the primary Excellence & Performance partner for local RSA operations.
- Collaborate with Operations teams to embed quality, training, fraud, leakage, and complaints management practices into daily workflows.
- Provide expert guidance on operational challenges and ensure alignment with company standards and business requirements.
Implementation of Excellence & Performance Practices
- Execute Excellence & Performance strategies across local operations.
- Translate business priorities into actionable local initiatives.
- Monitor performance against KPIs and drive corrective actions where needed.
Quality Assurance and Continuous Improvement
- Implement quality assurance processes (sampling, scoring, calibration, compliance checks).
- Identify and address operational inefficiencies.
- Use data, customer feedback, and audits to drive continuous improvement.
- Ensure corrective actions are implemented and tracked effectively.
Fraud and Leakage Management
- Apply fraud and leakage management practices within local operations.
- Identify risks and ensure appropriate mitigation actions.
- Track leakage rates and savings, ensuring performance improvements.
Training and Capability Development
- Assess training needs and coordinate the rollout of training initiatives.
- Support the design and delivery of local training programs aligned with business needs.
- Promote a culture of learning and accountability.
- Align training plans with Operations and Workforce Management.
Complaints Management and Customer Satisfaction
- Manage complaints processes, ensuring proper tracking and resolution.
- Conduct root-cause analysis and implement corrective actions.
- Use customer insights (VoC / NPS) to identify trends and improve the customer experience.
Reporting and Insights
- Provide regular performance updates to local leadership.
- Track and report KPIs related to quality, training, fraud, leakage, and complaints.
- Ensure accurate documentation and compliance with internal governance.
Cross-Functional Collaboration
- Work closely with Operations, Sales, Compliance, and Finance teams.
- Integrate quality, fraud, and leakage measures into operational processes.
- Act as a key contact for internal stakeholders.
- Participate in internal governance and performance review forums.
KEY REQUIREMENTS / QUALIFICATIONS
Education
- Bachelor’s degree in Business Administration, Operations Management, or related field (advanced degree is a plus).
Experience
- 5–8 years of experience in quality, training, fraud, leakage, or complaints management.
- Minimum 2 years in a leadership role.
- Proven ability to manage teams and drive operational improvements.
Technical Knowledge
- Strong understanding of quality assurance, training, fraud, and complaints management processes.
- Experience with data analytics tools, LMS, and quality platforms.
- Knowledge of regulatory and compliance requirements.
Soft Skills
- Strong leadership and interpersonal skills.
- Excellent analytical and problem-solving abilities.
- Results-driven mindset with a focus on continuous improvement.
Languages
- Fluency in English is required.
- French and/or Dutch are a strong plus.
