Head of Strategy & Performance Sales & Service, Travel Operations

In Allianz Partner’s (AzP) Operations division, we have global verticalized operations division, aiming to deliver AzP services to customers in the most effective manner, delivering for quality and productivity indicators. Our global teams foster innovation, globalization, optimal performance management, and close monitoring of service delivery. They work with regional and local operations teams, bridging operations with global supporting functions, and acting as a single-point-of-contact to ensure higher harmonization and alignment with Group targets and standards.

Within Global Travel Operations Team, the Head of Strategy & Performance Sales & Service, Travel Operations, provides strategic oversight of all aspects of contact center management, driving transformational improvements in automation, operational efficiency, and customer satisfaction. This role advises leaders to ensure that contact centers are managed with focus on efficiency and customer service levels

What will you do

1. Strategic Leadership: Define and drive the long-term strategic vision for contact center operations globally , ensuring alignment with the organization's broader business objectives. Spearhead initiatives that enhance the customer experience, and operational efficiency.
2. Process Improvement: Develop in consultation with regional leaders processes to improve customer experience and to increase efficiency. Lead efforts to analyze, refine, and optimize processes to eliminate inefficiencies, reduce risk, and enhance customer experience.

3. Operational Excellence: Support regional leaders in developing and maintaining the most efficient operating models, optimizing resources and workflows within contact centers
4. Target setting:  In collaboration with regional leaders establish KPIs for all servicing channels (phone, email, chat, SMS, IVR) including but not limited to-service levels, quality, cost, customer and associate experience within respective budget.
5. Digital Transformation: Drive digital initiatives to enhance customer experience, streamline operations, and integrate innovative technologies.
6. Performance Management: Monitor and evaluate the performance of the contact centers with Travel Operations, ensuring targets are met and quality standards are upheld. Create community and routines to review KPIs, foster communication, and sense of openness to discuss challenges and solutions.
7. Stakeholder Engagement: Serve as the senior liaison to develop and maintain close partnerships with internal and external parties, and various support teams.
8. Market Insights: Stay abreast of industry trends, regulatory changes, and emerging technologies to inform strategic decisions.
9. Escalation Management: Work with necessary global resources in Operations Support and Operations Steering areas to ensure access to performance data, and design of performance management tools to address areas of concern impacting contact center performance.
10. Community Leadership: Cultivate a high-performance culture within the claims team, providing executive oversight, mentoring, and development for leaders at all levels. Plan and facilitate interactions to ensure consistent communication of customer, product, policy or procedural information to enhance contact center performance.
11. Cross-functional coordination: Collaborate with corporate partners including other business units across the world to ensure alignment with long term vision for servicing and influence as appropriate

What will you bring

• College Diploma/Degree coupled with 7-10 years’ relevant experience with the ability to manage strategic projects and achieve strategic objectives
• Ability to provide strategic thought leadership and guidance to other leaders
• Experience gained in the travel and/or insurance industry is preferred.
• Ability to think strategically forward in a 3- 5 year time span and be able to develop strategies and plans to meet future-facing goals.
• Strong technical skills in using MS Excel and PowerPoint. 
• Demonstrated ability to build strong relationships at all levels of the organization.
• Demonstrated ability to conduct research, analyze data and develop meaningful reports and presentations for a wide variety of audiences

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