Job Overview:
The CareCentre - Assistant Manager is responsible for supporting the CareCentre - Manager in managing the functions of the CareCentre Department while ensuring that departmental goals, timeline of activities, and compliance measures are met. The incumbent has the responsibility to represent himself/herself as the manager-in-charge for all functional purposes in the absence of the CareCentre - Manager.
What you do:
•Provides directives along with the CareCentre Manager by providing technical assistance to evaluate complex, high-cost, or escalated claims while ensuring the quality, productivity and service level targets of staff members are met according to operational measures.
•Monitors and audits daily performance to ensure the best possible customer service.
•Assists in supervising team outputs as well as individual performance.
•Assess performance of the team (function) and support in developing skillsets to fulfill task requirements.
•Provides ongoing support and motivation to the team and encourages their professional growth.
•Continuously works to identify possible procedure inconsistencies; develops, recommends and implements improvements.
•Provides support to Medical Claims - Officers to close all escalated claims queries within the agreed turn-around-time.
•Escalates issues concerning the department and operations to the CareCentre Manager and implement recommended plan of actions.
•Suggests updates in policies and procedures within the department to be followed by the staff members.
•Assists in arranging workload distribution and for ensuring adequate staffing/resources daily and on a long-term basis (including hiring process) to ensure optimal customer service.
•Assists in developing and maintaining accurate MIS system that is applicable on reviewing calls and staff performance for quality and compliance; evaluates statistical reports to monitor trends and identify potential issues that can be managed proactively.
•Suggests training requirements of staff to ensure productivity and growth.
•Assists in establishing, training, and overseeing CareCentre management practices, internal controls, technical training, policies & procedures, and process manuals
•Assists in promoting client relationships and engage in discussions that will help improve internal systems and processes.
•Operates as a team player and develop strong working relationships to ensure open communication across the board.
•Assumes complete responsibility of the CareCentre in the absence of the CareCentre Manager by monitoring the department’s performance and service levels; ensures smooth and proper execution of tasks and adherence to SOPs and take necessary action to maintain the same.
•Keeps the CareCentre Manager updated with all reports and relevant information related to workflow and team management, and ensure that all actions taken (on behalf of or in the absence of the CareCentre Manager) are with accordance to operational measures.
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:
•Bachelors Degree ; Medical background preferred.
•2+ years experience in a middle management position in a Call Centre environment; Certifications and training in Insurance / Healthcare will be beneficial.
•Physically fit to carry out duties.
•Legally permitted to work in the country of operations.
•Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
How we hire
Agency Statement 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.
What we offer
Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance. Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care.
At Allianz Partners, Artificial Intelligence (AI) is transforming service delivery and innovation. By leveraging Business Intelligence and Data Analytics, we enhance strategic decision-making and customer experiences. Our commitment to Ethical AI ensures responsible deployment, maintaining data integrity and trust. Conversational AI improves communication, while Emerging Technologies and Generative AI drive industry leadership and new opportunities. With robust Information Security Management, we protect sensitive information, ensuring compliance and security. Embrace the future of AI with Allianz Partners, where possibilities become realities.
92688 | Human Resources | 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.
Great to have you on board. Let's care for tomorrow.
Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.
