Operations Quality and Network Management Expert

JOB SUMMARY
Allianz Partners have high ambition to develop Specialty Lines businesses worldwide — composed by Easy Living, Mobile Device / Digital Risk (MDDR) and Automotive Warranty — to strengthen Operations in Czech Republic and Slovakia providing peace of mind to our clients and B-partners along the entire assistance journey, enriching our value proposition.
As part of your role, you will be reporting to two different teams: Excellence and Performance and Network Management. You will be part of an international team, that you will liaise on a daily basis for your activities and report primarily to Head of Excellence and Performance.

WHAT YOU DO

Excellence & Performance
•    Ensure optimal Quality Management mechanisms, monitoring Strategic KPIs such as: VOC, Customer Satisfaction, Complaints and other OPS metrics.
•    Guarantee robust procedures to comply with Standards and regulatory needs.
•    Enable capabilities to deliver Excellence, such as: Learning & Development, Quality Assurance while supporting experts in Risks Monitoring and Operations Analytics.
•    Manage complaints handling.
•    Perform quality Audits.
•    Support Training requests.
•    Manage local compliance requests.
•    Ensure TOM Compliance.
•    Provide activity reporting.
Network Management
•    Maintain, develop, strengthen and monitor the service provider network, being always in a position of providing expected services to end customers, at best price, performances and quality.
•    Perform regular benchmark with competition on pricing / services.
•    Perform screening activities to look for new suppliers strengthening Allianz Partners provider Network.
•    Elaborate, monitor and steer provider performances.
Business Development & Digital
•    Support the Specialty Lines of Business in new service expansion.
•    Increase the use of digital channels (journey definition, project follow-up, local support, etc.).
•    Support IT Platform Detox targets.

WHAT YOU BRING
•    Experience in Quality processes and large organizations, such as call center, VOC, Quality Management System, Complaint handling.
•    Ability to support continuous improvement via training & coaching sessions to service delivery handlers.
•    Strong Project Management skills: Experience in planning and executing network-related projects, including system upgrades, expansions, and integrations.
•    Analytics skills: Experienced in analytics and analysis skills to review trends, quality, provider performances and costs.
•    Tender management: Ability to support Allianz Partners Business Units, and drive tender management, liaise with internal stakeholders, manage providers answers, review and negotiations.
•    QBR management: Ability to organize Quarterly Business Reviews with all stakeholders, setup and align the agenda with all parties and lead the meeting.
•    Stakeholder Communication: The ability to effectively communicate with internal stakeholders, assistance suppliers, and other relevant parties to ensure alignment and collaboration.
•    Network Management Expertise: An experience on network management principles, including the ability to oversee and optimize network performance, troubleshoot issues, and ensure high availability would be a plus.
•    Understanding of IT systems, including both hardware and software components.
•    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.
•    Spoken language: English (fluent), Czech (native/fluent), Slovakian (native/fluent)

WHAT WE OFFER
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, 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 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.

108754 | Underwriting | 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.