Emergency Home Assistance France Manager F/M

This role is part of the Operations function and is responsible for service delivery within the Emergency Home Assistance France (EHA). Reporting to the Head of Ops France, this senior management position involves overseeing and optimizing all aspects of the EHA platform within the assigned scope. With a focus on driving effectiveness & efficiency of service delivery while remaining within budget, meeting operational KPIs & contractual SLAs, promoting a positive customer experience, and strategic planning.

What you do

Operational Excellence:

• Responsible for day-to-day operations to ensure all service delivery activities meet customer satisfaction while adhering to cost productivity and efficiency targets.
• Meeting all regulatory standards for all segments under scope of the role.
• Track performance on a daily/weekly/monthly basis and be the point of escalation for your local operations for any performance deviations.
• Building contingency plans for peak seasons, unplanned volume spikes, events, etc. (including backup workforce planning) to maintain operational service delivery and SLA compliance for all markets under your scope.
• Ensure your team is continuously giving feedback to the local WFM team to optimize resource utilization.
• Monitor quality assurance processes to deliver high-quality services.
• Work closely with other teams and departments to allow for a seamless service delivery process.
• Find synergies across all markets to further optimize the operations activities.
• Develop emergency protocols: Establish and maintain comprehensive emergency response protocols to ensure quick and effective assistance for home emergencies.

• 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.

Team Leadership:

• Recruit, train, and mentor team members to allow for a skilled and motivated workforce.
• Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
• Address challenges and obstacles that may arise in service delivery in a prompt and effective manner.
• Encourage a problem-solving mindset within the team to resolve issues efficiently.
• Identify training needs within the team and provide opportunities for skill development.
• Promote employee engagement initiatives to maintain a positive and motivated team.
• Address employee concerns and maintain a healthy work environment.
• Crisis Management Training: Ensure all team members are trained in handling emergency situations effectively.

Customer Experience:

• Create a customer-centric approach within the team, emphasizing the importance of meeting customer expectations.
• Ensure accountability on customer-centricity to enhance feedback through the Voice of Customer (VoC) and mitigate the frequency of complaints.
• Use customer feedback through VoC to drive improvements in service delivery processes.
• Personalized Service: Implement strategies to provide personalized assistance to customers, addressing their specific needs during home emergencies.
• 24/7 Support: Ensure the availability of round-the-clock support for emergency situations.

Financial Management:

• Delivery of quality service to end customers, all within budget.
• Develop & implement proactive levers to optimize operational costs.
• Cost Analysis: Regularly conduct cost-benefit analyses to identify areas for financial efficiency improvements.

What you bring

• 5+ years of experience in running claim operations or similar function.
• Proven experience in a senior leadership role within assistance operations managing call centers and back-office activities.
• Hands-on experience in managing large complex operations.
• Experience in digitalization and automation of platform systems.
• Ability to lead service delivery through local and remote (offshored) teams.
• Customer-centric mindset.
• Strong people management skills and experience working with cross-functional teams.
• Experience in people management, including development planning, attrition, conflict management, etc.
• Excellent communication and interpersonal abilities, comfortable interacting with top management.
• Technical Knowledge: Understanding of home systems and the types of emergencies that can occur (e.g., plumbing, electrical issues, etc.).

What we offer

At Allianz Partners, AI is revolutionizing customer service and claims management through innovative solutions. These AI-driven tools enhance productivity by streamlining complex claims processes, reducing administrative burdens, and accelerating resolution times. Our AI-powered technology has made claims processing faster, offering quicker resolutions. All while ensuring human oversight for claims to maintain service integrity. By embracing AI and Emerging Technologies, Allianz Partners continues to lead the industry, meeting ever-changing customer needs with innovative solutions. Our commitment to Ethical AI practices safeguards data integrity and trust, ensuring responsible deployment across all operations. This approach not only enhances customer experiences but also supports strategic initiatives like fraud detection and personalized product offerings, solidifying Allianz Partners' position as a leader in the insurance sector.

How we hire

We hire directly. 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.

91449 | Operations | 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.