Claims and Quality Assistant Manager

Allianz Partners is seeking the expertise of an experienced Customer Service Leader / Team Leader who can work in our Claims and Quality Assurance department as an Assistant Manager.

You will be supporting the Team Manager in guidance and coaching a team of 10 Customer and Claims Agents. 

We are looking for someone who has experience ensuring high-quality service delivery in personal lines claims.

Key Responsibilities:

• Service Standards Monitoring: Oversee service standards and implement action plans to meet KPIs for claims service delivery.
• Customer Satisfaction: Monitor customer satisfaction metrics like VoC/NPS and lead initiatives to improve customer experience.
• Claims Review and Audits: Conduct quality reviews and audits, resolving issues to ensure efficient claims handling and transaction quality.
• Feedback and Complaints Management: Analyze customer feedback, manage complaints, perform root cause analysis, and develop service enhancement plans.
• Training and Support: Deliver training to claims staff, support them, and drive corrective actions for continuous improvement.
• Outsourced Activities Oversight: Oversee outsourced claims processing activities.
• Project Participation: Engage in ad hoc projects related to quality claims service delivery.
• Continuous Improvement: Drive improvements through data analysis and process optimization.
• Compliance: Ensure compliance with Allianz standards, local regulations, and industry best practices.

What You Bring:

• Experience: Over 6 years, ideally in insurance or financial institutions but we are open to other backgrounds where you have been a leader of a customer service team in a contact centre environment
• Ideally someone who has expeirence focusing on claims services quality, customer experience, and workflow efficiency
• Customer Experience Management: Ability to manage customer experience and complaints across personal lines insurance claims.
• Analytical Skills: Experience with root cause analysis, training, and development, along with strong analytical abilities and attention to detail.
• Communication Skills: Strong interpersonal communication skills, exceptional written and verbal skills in English, Chinese, and Putonghua.

What Success Looks Like:

• Customer Satisfaction: Enhanced customer satisfaction in claims-related NPS.
• Support for Team: Support claims teammates to achieve service turnaround times.
• Quality Control: Deliver effective claims processes with quality control.
• Resolution of Dissatisfaction: Timely resolution of customer dissatisfaction.
• Collaboration: Opportunity to work closely with management and other Allianz entities.

This role is integral to maintaining and improving the quality of claims services, ensuring customer satisfaction, and driving continuous improvement within the organization.

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. 

Great to have you on board. Let's care for tomorrow.