Service Delivery Lead

About the role

Reporting to the Service Delivery Manager in Operations Transformation & Support, the Service Delivery Lead will lead the Vendor and Service Delivery team responsible for the overall performance management of outsourcing partners who are designated to perform activities on behalf of Allianz Partners Health.

What you will do

Responsibilities will include, but are not limited to, the following:

Support the development of the global TPP, Operational Partnerships management and Inter-BU agreement Framework for Allianz Partners Health

• Assist in developing a standardized framework for TPP, operational partnerships and inter-BU agreement globally, ensuring alignment and compliance
• Assist in developing and drive the strategic agenda considering the businesses Third Party Partners (TPP’s) to meet the standards set out in the TPP Management Framework.
• Assist in managing and structure the delivery of the TPP performance reviews with the support of the appropriate functional operational departments and in compliance with EU Solvency II requirements and Allianz Group Outsourcing process.
• Assist in managing inter-BU governance.
• Supporting the operations offshoring platforms considering scoping, set up, contracting and cost management and oversight.

Implement and embed formalized service delivery approach

• Assist in managing and developing end to end service delivery considering related TPP service issues through an effective complaint management model, identifying root causes and managing mitigation plans to enhance the service delivery 
• Accountable for all aspects of the service, quality and monitoring of TPP’s to maintain best in class service

Data analysis of key assignments across different Operations platforms:

• Consolidation of TPP performance and reporting, including cost containment metrics and trending.
• Building dashboard for the service delivery

AI Readiness  Work effectively in an environment shaped by artificial intelligence, machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.  

What you will bring

To be successful in this position you will need to have the following skills/ experience:

• Preferably 10 years+ of optimal Service Delivery experience, preferably in a multinational environment, including several years spent leading a significant and complex department.
• Experience in a multinational environment, producing accurate work within tight deadlines
• Negotiating and management of complex supplier contracts and performance management
• Experience in project management and/or data analytics are an advantage
• Good knowledge of MS Office (Outlook, Word, Excel, PowerPoint)
• Comfortable working with numbers and complex data sets

Behavioral Competencies

• A highly customer-focused individual with excellent interpersonal and communicative skills
• Excellent problem solving skills
• A high level of results/goal orientation
• Takes full ownership and responsibility for the task/duties assigned to them
• Very high attention to detail
• Excellent team player & ability to work on own initiative
• Highly motivated and innovative individual possessing the ability to work under pressure and to continuously meet tight deadlines and service standards
• Fully capable of prioritising and managing own work independently
• Ability to influence others and lead by example

How We Hire 

Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier lists, under contract. Any unsolicited submission will not be considered. 

98083 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and 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. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of 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.