Manager, Ops Transformation and CX

Job Purpose

The role will be responsible for steering improvements in customer experience for operation functions through strategic program implementation, CX performance tracking  and supporting OE execution.  This is a regional role and accountable for driving, monitoring and delivering the following topics within AZAP Operations space:

• Leading and steering Operations function to improve and deliver exceptional Customer experience in terms of service levels and fulfillment through regular CX performance minitoring and management.
• Identify region-wide initiatives to improve customer experiences and best in class service levels within different local markets (operating entities)  and support OEs in execution and monitoring the benefit realization/value generation
• Support developing CX regional roadmap and accordingly work with OE's to set ambitious targets for Key Operational KPIs to drive the region towards the same.
• Develop and manage CX communities of experts for future trend awareness, best practice sharing etc

What you do

Improve CX metrics across all journeys of Onboarding, Servicing and Claim

• Define top-down CX targets by leveraging external benchmarks and best-in-class practices to establish high-level goals for the region and Operating Entities (OEs).
• Collaborate with OEs to refine baselines, validate, and agree on targets that align with the regional commitments outlined in the Strategic Development (SD) plan.
• Partner with OEs to identify initiatives through in-depth process and data analysis to achieve best in class service levels and good customer experience.
• Implement transparent benefit tracking mechanisms to monitor progress and guide necessary course corrections.
• Ensure alignment with Marketing and distribution to ensure customer engagement is improved along with customer fulfillment to drive holistic CX improvement.
• Ensure functional alignment with other transformation initiatives to support customer experience (CX)  objectives

Strategy Development through SD/PD and Program-Specific Initiatives

• Work alongside the Head of Operations, Marketing, Distribution and etc. to define the regional roadmap towards the end-state vision for achieving best-in-class operations and CX for Allianz Asia Pacific (AZAP) OEs.
• Provide insights on the current status of OEs' automation and CX roadmaps to integrate with the ambition of creating a superior regional operations and CX framework.
• Work with group counterparts on important group collaboration initiatives for OE baselining for differnet initiatives and help build assets for the same for global rollout(Customer App, CX maturity roadmap, etc)

Regional Solutioning

• Continuously explore new solutions and industry use cases to find suitable options for Proof of Concept (POC) and implementation to address specific challenges.
• Support in running Regional Requests for Proposal (RFP) and/or Requests for Information (RFI) to identify solutions for common challenges across OEs, aiming to achieve economies of scale through regional harmonization.
• Manage and guide regional projects, ensuring harmonization of cross-OE requirements and adherence to timelines.

Performance Management (KPI & Dashboard)

• Leading the Voice of customer (VOC) measurement across region which involves oversee the collection and analysis of VOC result to identify areas for improvement in customer touchpoints, sysem, products, and services.
• Ensure the Consolidate data using various tools (e.g., Excel, Power BI, MS Teams) as appropriate.
• Support various group reporting activities

What you bring

Minimum 6 years experience in insurance, BFSI or IT industry, Operations and Transformation areas are preferred

Technical skills:

• 5+ years Experience in running Ops transformations and change programs across cross OE, cross functional distributed teams
• 5+ years of experience in developing and supporting Operations strategy 
• Strong understanding of Operations KPI tracking and cost management
• Good understanding of Insurance domain knowledge, products and operations across Life, health and/or  P&C LoB's (atleast across one or more journeys of onboarding, claims, servicing).
• Hands on experience in Business process reengineering for insurance operations functions/subfunctions, transformation projects and designing benchmarks process for best in class operations.
• Trained in design thinking/CX framework
• Knowledge of PowerBI and AI-related skills like ChatGPT or Copilot an advantage
• Project management certification (PMI/Prince 2) 

General skills:

• Skilled at collaborating with a variety of internal and external stakeholders (example Vendors)
  Good communication, presentation skills and can interact with senior management 
• Experienced in Project Management.
• A team player and able to manage the relevant stakeholders and ensure timely compilation of deliverables. 
• Meticulous, with an eye for details and hands on person
• Experience working in distributed diverse teams across geographies and functions
• Experienced in running digital tansformation in insurance
• Agile Working experience

78391 | Project Management | Professional | Non-Executive | Allianz Malaysia | Full-Time | Permanent

We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations. Great to have you on board. Let's care for tomorrow.