Senior Operations Manager (Customer Service)

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.

Job role

The Senior Operations Manager is accountable for the overall performance, stability, and continuous improvement of operations. This role provides strategic and operational leadership while acting as the Single Point of Contact (SPOC) for the Client, leading all operational communication with executive-level stakeholders.

The role requires strong leadership presence, exceptional communication skills, and the ability to represent the organization professionally in high-level client interactions while ensuring service excellence, operational efficiency, and business alignment.

Key Responsibilities

Operational Leadership

• Lead and oversee end-to-end contact center operations, ensuring consistent achievement of service level, productivity, quality, and customer satisfaction targets.
• Translate business objectives into clear operational plans, KPIs, and execution strategies.
• Own operational performance reviews and ensure timely resolution of risks and performance gaps.

Client & Executive Stakeholder Management (SPOC)

• Act as the primary Single Point of Contact (SPOC) for the Client, owning all operational communication and alignment.
• Lead regular business reviews, performance presentations, and escalation management with client executive leadership.
• Communicate complex operational data, risks, and improvement plans clearly and confidently to senior internal and external stakeholders.
• Build strong, trusted partnerships with client executives through transparent, proactive, and solution-oriented communication.

People Leadership & Culture

• Lead, coach, and develop Operations Managers, Team Managers, and frontline leaders.
• Drive a high-performance culture focused on accountability, ownership, and continuous improvement.
• Partner with HR and Learning teams to support leadership development, engagement, and retention.

Performance Management & Continuous Improvement

• Drive data-driven performance management through KPI analysis, root-cause investigation, and corrective action planning.
• Partner with Quality and Learning teams to improve agent capability, consistency, and customer experience.
• Lead operational transformation initiatives, process improvements, and change management efforts.

Workforce & Capacity Management

• Collaborate with Workforce Management to ensure effective forecasting, staffing, scheduling, and capacity planning.
• Balance operational performance with cost efficiency and scalability.

Required Qualifications & Experience

• Minimum of 5 years of progressive experience in contact center operations, including senior leadership roles.
• Proven experience managing high-volume, complex customer service environments.
• Exceptional communication and presentation skills, with demonstrated ability to engage and influence client and internal executive-level stakeholders.
• Proven experience acting as Single Point of Contact (SPOC) for clients, managing escalations, performance reviews, and strategic discussions.

• Strong analytical skills with the ability to translate data into clear executive insights and action plans.
• Perfect proficiency in English and French (spoken and written) – mandatory.
• Additional languages are a strong plus, particularly in multilingual or global contact center environments.

Preferred Qualifications

• Experience managing multi-site, multilingual, or international operations.
• Exposure to outsourced or client-facing contact center models.
• Experience with continuous improvement methodologies (Lean, Six Sigma, COPC).
• Strong financial and operational acumen.

Key Competencies

• Executive-level communication and influence
• Client relationship management
• Strategic and operational leadership
• Data-driven decision-making
• Change management and resilience
• Customer-centric mindset