Strategic Projects & Process Improvement Lead - RSA Operations F/M

Allianz Partners is reshaping its Roadside Assistance (RSA) and Mobility operations through our global Elevate program. The goal is simple but ambitious: radically redesign our journeys to significantly improve customer satisfaction while reducing both internal and external costs by 5–10% by 2030 (vs. 2025).

This Lead Strategic Projects & Process Improvement Manager role sits at the heart of that change.

It will suit someone who:

• Knows assistance / home / mobility operations deeply, not just from a slide deck but from real delivery
• Has led major, multi-country transformation initiatives (ideally in insurance/assistance) with measurable cost and customer impact
• Is comfortable owning 1–2 flagship AI- and tech-enabled initiatives end-to-end, from design to global deployment
• Can move between strategy and detail, and work credibly with senior leaders, tech teams and external providers

If you want to lead a small number of high‑impact, global projects that materially change how we run RSA operations, this is that role.

What you do

• Lead 1–2 core strategic initiatives from the Elevate program (e.g. AI copilot, Mobility-as-a-Service) end-to-end: frame the problem, design the solution, build with tech and providers, pilot, and drive global rollout across markets
• Translate target customer and cost outcomes into concrete process redesign for RSA operations (with a strong focus on home assistance), working closely with regional operations heads, RSA E2E team, provider/network management, and transversal functions
• Act as the central point of reference and “center of expertise” for your initiatives: create deployment kits, playbooks and standards, and support local teams in adapting and implementing them in their markets
• Ensure financial and operational impact is clearly captured: reflect projects correctly in performance dashboards, planning and workforce management (WFM), track savings and Voice of Customer (VoC) improvements, and report progress to RSA LoB, Markets and CTO leadership
• Partner closely with Allianz Technology and external tech providers to scope, build and scale solutions that are technically robust, secure and deliver the intended business outcomes
• 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

• Master’s degree (or equivalent) in Business Administration, Economics or a related field
• Deep operational expertise in assistance/insurance, ideally home assistance or closely related RSA operations, so you can challenge current journeys, spot real improvement levers and gain credibility with local ops leaders
• At least 10 years’ experience in roles such as performance management, network development, new market development or similar within home insurance/assistance, with a track record of delivering measurable cost and service improvements
• Proven success leading complex, cross-functional transformation projects in large, matrixed organisations, including designing and rolling out solutions across multiple countries or regions
• Strong business partner and provider management background (10+ years), with expert relationship-building and negotiation skills, to align internal stakeholders and external partners around change
• Excellent analytical and conceptual skills: able to turn data, customer insight and operational reality into a clear strategy, business case and prioritised roadmap – and then execute against it
• Confident, engaging communicator and change leader who can influence senior management, bring regional teams along, and drive adoption in environments where ways of working and roles are changing

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.

93552 | 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.