Regional head of E2E Process Improvement Western Europe F/M

This role exists to make the Elevate Program real on the ground in UK, ES, Benelux. We are redesigning our roadside assistance (RSA) operations end-to-end, with a clear target: reduce internal and external RSA costs by 30% by 2030 (vs. 2025), while improving customer experience.

This is a role for someone who has already led complex, cross-functional change in operations – ideally in assistance or insurance – and who is comfortable owning a large transformation portfolio. You should enjoy turning strategy into a concrete roadmap, leading project managers, and working side by side with tech teams and external providers to get solutions live, measured, and embedded.

If you are used to being the person who connects global programs with local realities, can challenge the status quo of operational processes, and can keep a 25-initiative portfolio moving in a complex stakeholder landscape, this is most likely a fit.

What you do/What are the key responsibilities of the role? 

• Lead a regional portfolio of around 25 key initiatives coming from the Elevate Program and digital roadmap, plus local projects, focused on transforming RSA operations in UK, ES, Benelux.
• Manage and develop a team of 3–4 project managers, setting priorities, removing obstacles, and ensuring initiatives deliver on time, on budget and to defined value targets.
• Work closely with Elevate, regional operations heads, RSA regional E2E team, CTO, Lines of Business, Markets, AZ Tech and external tech providers to design, build and deploy 1–2 major AI- and technology-driven initiatives with significant RSA cost impact.
• Act as the regional point of reference and centre of expertise for the deployment of global and regional solutions into local markets, ensuring they are adapted, adopted and embedded in day-to-day operations.
• Ensure all initiatives are correctly reflected in Performance Dashboard (PD) and Workforce Management (WFM) tools from a cost/benefit perspective, and that savings and Voice of Customer (VoC) improvements are robustly tracked after go‑live.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insight responsibly and in line with our standards for data governance, security and ethical use.

What you bring/What are the key requirements? 

• Master’s degree (or equivalent) in Business Administration, Economics or a related field, giving you the toolkit to understand financial impact, business models and operational levers.
• At least 5 years’ experience in a similar transformation role in assistance, insurance or consulting, where you have led complex change across operations (not just advised), and can point to concrete cost and service improvements.
• Deep understanding of operations (contact centres, field/network operations, service delivery or similar), so you can credibly challenge current ways of working and co-design new end-to-end journeys with operational leaders.
• Strong stakeholder and communication skills, with a track record of influencing senior management and aligning diverse teams (operations, IT, product, markets, external providers) around a common transformation agenda.
• Solid understanding of IT and change management, enabling you to work effectively with tech teams, assess solution feasibility, and manage the people side of change during deployments.
• Excellent analytical and conceptual skills: able to translate strategic objectives (e.g. 30% cost reduction) into a clear portfolio, business cases, and measurable KPIs for each initiative.

How we hire

We hire directly. Allianz Partners does not accept unsolicited CVs or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submissions will not be considered. 

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.

92978 | Project Management | 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.