Head of Platform Roadside Asisstance - Benelux

Job Level: Professional

Location:

Casablanca, MA

Area of Expertise: Operations

Unit: Allianz Partners

Employing Entity: AP Solutions GmbH Branch in Netherlands

Job Type: Full-Time

Remote Job: Hybrid working

Employment Type: Permanent

ID: 100026

Position Cluster: Allianz Executive

What you do

Operational Excellence:

Responsible for day-to-day operations, adhering to cost targets by ensuring efficiency & productivity, delivering services in quality to achieve ambitious customer satisfaction targets, and compliance with regulatory standards within all markets under your scope.
Steer operating rhythm to track performance on daily/weekly/monthly basis, be the point of escalation for your local operations for any performance deviations for all the markets under your scope.
Planning of contingency plans for peak season, unplanned volume spikes, events etc. (including backup workforce planning) to ensure operational service delivery and SLA compliance for all the markets under your scope.
Ensure to continuously giving feedback to local WFM team to optimize resource utilization to ensure cost-effectiveness and productivity.
Monitor quality assurance processes to ensure the delivery of high-quality services.
Work closely with other teams and departments to ensure a seamless service delivery process,
Find synergies across all markets to further optimize the operations activities, implement best practices from one market to another under your scope.

Team Leadership:

Recruit, train, and mentor team members to ensure a skilled and motivated workforce.
Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
Communicate the company's vision and strategy to the team, ensuring a shared understanding and commitment.
Address challenges and obstacles that may arise in service delivery promptly and effectively.
Encourage a problem-solving mindset within the team to resolve issues efficiently.
Identify training needs within the team and provide opportunities for skill development.
Promote employee engagement initiatives to maintain a positive and motivated team, address employee concerns and maintain a healthy work environment.

Customer Experience:

Instill a customer-centric approach within the team, emphasizing the importance of meeting customer expectations.
Developing, sustaining, and enhancing the platform team with a concentration on customer-centricity to enhance feedback through the Voice of Customer (VoC) and mitigate the frequency of complaints.
Use customer feedback through VoC to drive improvements in service delivery processes.

Financial Management:

Delivery quality service to end customers within budget
Develop & implement proactively levers to optimize operational costs within the scope

Health, Safety, and Compliance :

Complete and ensure completion of mandatory training modules to achieve compliance.
Cultivate a safe and tidy work environments throughout the organization.
Ensure all departments consistently follow company processes, rules, and Health & Safety policies.

What you bring

+10 years of experience in running claim, operations or similar function
Proven experience in a senior leadership role within Assistance Operations, preferability within RSA business, managing contact centers, service network, back-office activities
Hands on experience in managing large complex local operations
Experience in adaption and maturing the platform on digitalization and automation
Ability to lead customer delivery through local and remote (offshored) teams
Customer centric mindset
Strong people management skill, experience working with cross functional teams
Experience in people management like development plan, attrition, conflict management, etc
Excellent communication and interpersonal abilities, comfortable interacting with Top management
In-depth knowledge of local assistance regulations and market trends.
Fluency in English is mandatory; Dutch is nice to have.

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.

#LI-DC1

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 center 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 race, ethnicity or cultural 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.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz employees across functions, Allianz entities and geographies. Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.