Manager, Medical Assistance Operations

As Manager, Medical Assistance Operations, you will lead the day-to-day operations of our 24/7 Medical Assistance Operations, overseeing Team Leaders and their teams to ensure operational excellence and outstanding members’ medical assistance care. You’ll drive performance through coaching, staffing decisions, and process improvements, and customer satisfaction while leveraging AI and data analytics to optimize workflows and enhance efficiency.  This position reports to the Regional Head of Operations, Medical Assistance

You will also play a key role in supporting new business implementation, handling escalated client inquiries, and identifying opportunities to improve customer satisfaction and service delivery.

Way of Working: This role is remote within select U.S. states where we are authorized to hire. Candidates must reside in an eligible state and be able to travel up to 10% domestically and internationally.

What You’ll Do

• Supervise, coach and develop Team Leaders to ensure efficiency of the departmental operations, customer satisfaction, and maximize associate performance. 

• Review prepared metric reports and identify areas of improvement to maintain and exceed service level standards
• Will review department budgets and ensure their areas remain within budget
• Work with senior leadership to identify process improvements that will create efficiencies and enhance client satisfaction
• Achieve all established service standards and turnaround times based on client and partner service agreements
• Effectively manage the daily activities of the department to ensure maximized scheduling and real-time utilization of resources
• Be a point of escalation for any client or partner complaints requiring resolution
• Provide input to departmental budgets and operational policy
• Assign takes to Team Leaders and Associates and responsible for the outcome of those tasks

What You’ll Bring

• College degree or combination of education, training and relevant experience.
• 5+ years’ relevant experience in a call center environment
• 3+ years’ leadership experience with proven results in people management.
• Strong customer focus and relationship-building skills at all levels.
• Experience managing to metrics, BI, data analytics, and AI-driven process improvement tools.
• Demonstrated success creating and driving service excellence
• Proven ability to lead, coach, and drive results through others.
• Ability to travel up to 5% both domestically and internationally
• Insurance or Financial Services industry would be an asset

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.

At Allianz we use some AI-assisted technology as part of our recruitment process to help match candidates to roles based on skills, experience, job title, and location. AI supports our recruiters by enhancing the efficiency and accuracy of candidate assessments and job recommendations, while all applications are reviewed by our recruitment team and final hiring decisions are made by humans.

This posting is for an existing vacancy.

80921 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world.

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 matters, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of race, 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.