Senior Manager Excellence & Performance Western Europe Operations Home

We are looking for a Senior Manager Excellence & Performance – Western Europe OPS Home to join our Excellence & Performance division within the Operations Line of Business (Home).

This role is critical to ensuring and continuously enhancing the quality, compliance, performance, and integrity of our services across the Western Europe region, including France, Italy, Spain, and La Réunion. You will partner closely with Operations leaders, regional stakeholders, and global teams to embed a strong culture of quality, excellence, and performance across the organization.

The role plays a key part in Quality Assurance, Complaints Management, Leakage identification, and Fraud investigation, contributing directly to customer satisfaction, financial performance, and regulatory compliance.

Quality Strategy & Governance

• Contribute to the development of the global Quality Management strategy and ensure its effective implementation across the Western Europe region.
• Establish, maintain, and continuously improve quality standards aligned with industry best practices, regulatory requirements, and customer expectations.
• Ensure robust documentation of quality processes, procedures, and outcomes to foster transparency and accountability.

Quality Assurance & Performance Monitoring

• Plan, implement, and monitor Quality Assurance processes to ensure full compliance with defined standards and regulations.
• Conduct regular quality audits, identifying performance gaps and driving continuous improvement actions.
• Define, track, and report key quality KPIs, providing insights and recommendations to Allianz Partners leadership.

Complaints & Customer Feedback Management

• Roll out and sustain an effective complaints management framework, ensuring proper tracking, reporting, and follow-up of improvement actions.
• Analyze customer feedback and complaints to identify root causes and systemic improvement opportunities.

Leakage & Fraud Management

• Monitor leakage rates and savings at regional level and define corrective actions to minimize revenue loss.
• Investigate fraud alerts, track fraud-related savings, and collaborate with relevant stakeholders to mitigate risk.

Financial & Budget Ownership

• Develop and manage the regional Excellence & Performance budget, ensuring cost efficiency and value creation.

Leadership & Culture

• Build, lead, and develop a high-performing team of Excellence & Performance professionals.
• Actively foster a culture of excellence, innovation, and accountability, positively impacting AES (Allianz Engagement Survey) results.
• Act as an ambassador of Allianz Partners values and role model high-performance leadership behaviors.

Stakeholder Management

• Establish and lead regular governance meetings with key stakeholders (OPS Platform Heads, CX teams, Provider Networks, etc.).
• Ensure alignment on KPIs, risks, priorities, and action plans across regional and global stakeholders.

AI Readiness 

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

What You Bring

• Proven experience in Quality, Performance Excellence, Operations, or Assurance, ideally within insurance, assistance, or service-driven environments.
• Strong understanding of Quality Management systems, regulatory environments, and performance frameworks.
• Demonstrated experience in leakage control, complaints management, and fraud investigation.
• Strong leadership experience managing and developing high-performing teams.
• Ability to influence senior stakeholders in a complex, matrixed, international environment.
• Data-driven mindset with strong analytical and reporting skills.
• Excellent communication skills in English; additional European languages are a strong plus.
• Willingness to work across and engage with multiple Western European markets.

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

Our employees play an integral part in our success as a business. We appreciate that each of our employees is unique and has unique needs and 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 a 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.