Local head of Platform F/M

This role leads the Emergency Home Assistance (EHA) platform for La Réunion – France. The core of the job: make sure customers get fast, effective help in home emergencies (plumbing, electrical issues, etc.) 24/7, while keeping operations efficient, compliant and on budget.

It’s a role for someone who has already run complex assistance / claims / call-centre operations, enjoys being close to the numbers and the floor, and can still think a few steps ahead. You should be comfortable taking full accountability for service delivery, leading leaders, and balancing customer experience, cost, and operational risk.

If you recognise yourself as an operations leader who can stabilise, improve and scale a 24/7 emergency assistance platform – this is likely a good fit.

What you do

• Own the day-to-day running of the EHA La Réunion platform (frontline and back-office), ensuring service delivery meets customer expectations, contractual SLAs and regulatory standards.
• Track operational performance (daily/weekly/monthly), manage escalations, and take action quickly when KPIs, SLAs or quality indicators deviate from target.
• Plan and manage capacity for peak seasons, unplanned volume spikes and incidents (including contingency/backup workforce planning) so that service quality and availability are maintained 24/7.
• 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.
• Lead, coach and develop team leaders and their teams: recruiting, onboarding, performance management, training, engagement and handling people issues (conflict, attrition risks, wellbeing).
• Embed a customer-centric culture using Voice of Customer (VoC), complaints and operational feedback to improve processes, personalise assistance and reduce failure demand.
• Coordinate closely with other local and central functions (WFM, Quality, Product, IT, Network/Providers, Finance, Compliance) to ensure smooth end-to-end service delivery.
• Monitor and manage operational costs, run cost-benefit analyses and implement levers (process changes, automation, digital tools, sourcing mix) to improve productivity while protecting service quality.
• Ensure emergency response and crisis-management protocols are in place, maintained and well-practised so that teams can handle home emergencies and critical incidents safely and effectively.

What you bring

• Significant experience (around 5+ years) running assistance, claims or similar service operations, with direct responsibility for both call-centre and back-office activities, including performance and budget. This matters because you will be the operational owner of the platform.
• Proven track record in a senior leadership role managing large, complex operations and leading leaders (not just small teams), ideally in 24/7 or high-urgency environments. You need to be comfortable making decisions under pressure and at scale.
• Hands-on operational mindset: strong grip on KPIs, SLAs, quality, productivity and workforce management, and the ability to translate data into clear actions for your teams.
• Experience leading mixed delivery models (local and remote / offshored teams) and working cross-functionally with WFM, Quality, IT, Finance, Compliance and external partners/providers.
• Demonstrated background in process improvement and in using digitalisation/automation to make operations more efficient (e.g. workflow tools, case management, self-service, integrations).
• Strong people leadership: able to build and maintain an engaged, skilled team; handle difficult conversations; manage conflict and attrition; and foster a constructive, solution-focused culture.
• Customer-centric and pragmatic: you understand the realities of home emergencies (basic understanding of home systems like plumbing, electrical, etc.) and can balance customer needs with operational and financial constraints.
• Excellent communication and stakeholder skills, including the ability to interact confidently with top management, explain operational issues clearly and influence decisions.

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.

97178 | 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.