Head of Operations RSA & Mobility - JP and OPS Country Manager Japan

Job Purpose/ Role

This role is within the Operations division within Allianz Partners, ensuring service delivery for the Roadside Assistance (RSA) & Mobility Line of Business (LoB). Within Japan Business Unit, reporting to Head of Operations RSA & Mobility - IN & JP and Country Manager IN, the role would be responsible for managing service delivery for RSA & Mobility for Japan. This senior management position involves managing and optimizing all aspects of the RSA platform in Japan, focusing on driving effectiveness & efficiency of the service delivery within budget, meeting operational KPIs & contractual SLAs, focusing on positive customer experience, proactive participation in tenders and strategic planning.

In addition, this role will also involve ensuring business growth through the strategic direction and effective management of operational support activities. You will be leading the transversal and central functions within the business unit as the country manager role. Your broad responsibilities will encompass quality, training, customer experience programs, client On-Boarding, workforce management, performance management, fraud, product configuration, real estate & facility management, provider invoice management, protection & resilience, procurement.

Key Responsibilities

Operational Excellence:

• Running day-to-day operations, adhering to cost targets by ensuring efficiency & productivity, delivering services in quality to achieve ambitious customer satisfaction targets, and compliance with local regulatory standards
• Monitoring operating rhythm to track performance on daily/weekly/monthly basis,

be the point of escalation for your local operations for any performance deviations for Japan

• Planning of contingency plans for peak season, unplanned volume spikes, events etc. (including backup workforce planning) to ensure operational service delivery and SLA compliance for Japan
• Continuously giving feedback to local WFM team to optimize resource utilization to ensure cost-effectiveness and productivity
• Monitoring quality assurance processes to ensure the delivery of high-quality services
• Managing local RSA provider network to provide on time high quality service to the end customers
• Work closely with other teams and departments to ensure a seamless service delivery process

Managing Transversal and central functions:

• Develop, define and execute Business Unit’s Operations Support strategy to ensure profitable growth and a strong market position.
• Implement the global frameworks for Quality Controls, Customer Experience and Complaints Management for LoBs locally
• Develop and manage a robust On Boarding process for new clients. Engage with Sales team at tender stage and shape the tender commitments for Service delivery
• Be the Operations senior lead for any External or Internal Audit across Operations
• Address the needs of the wider stakeholders in the company, through ongoing communication and interaction.
• Provide timely and adequate management reporting to ensure that claims scorecard is visible and performance is in line with the operating plan.
• Ensure compliance with policies, protocols, and standards to achieve objectives related to customer satisfaction, quality, productivity across the functions.

Team Leadership:

• Recruit, train, and mentor team members to ensure a skilled and motivated workforce
• Foster a positive and collaborative team culture that encourages innovation and continuous improvement
• Communicate the company's vision and strategy to the team, ensuring a shared understanding and commitment
• Address challenges and obstacles that may arise in service delivery promptly and effectively
• Encourage a problem-solving mindset within the team to resolve issues efficiently
• Identify training needs within the team and provide opportunities for skill development
• Support the development of key successors by selecting talented individuals and providing feedback that addresses skills gaps, and coach the team in learning new capabilities.
• Promote employee engagement initiatives to maintain a positive and motivated team, address employee concerns and maintain a healthy work environment
• Increase the effectiveness of the incumbent team by recognizing opportunities for new approaches including improvement on existing ones

Customer Experience:

• Instill a customer-centric approach within the team, emphasizing the importance of meeting customer expectations
• Developing, sustaining, and enhancing the platform team with a concentration 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

Financial Management:

• Delivery quality service to end customers within budget

Key Requirements/ Skills/ Experience

• +6 years of experience in running claim, operations or similar function
• Proven experience in a senior leadership role within Assistance Operations, preferability within Road side assistance (RSA) business, managing call centers, service network, back-office activities
• Hands on experience in managing large complex local operations
• Experience in adaption and maturing the platform on digitalization and automation
• Ability to lead customer delivery through local and remote (offshored) teams
• Customer centric mindset
• Strong people management skill, experience working with cross functional teams
• Demonstrated ability to adapt quickly in understanding key principles around Ops performance management, Workforce management, fraud & leakage
• Can demonstrate an ability to maximize customer value by delivering services & products within a robust risk and compliance framework.
• Previous experience successfully implementing process and people changes.
• Experience in collaborating with multiple teams and stakeholders in complex matrix with functional reporting to global office
• Excellent communication and interpersonal abilities, comfortable interacting with Top management
• In-depth knowledge of local assistance regulations and market trends
• Fluency in English and country’s local languages is mandatory

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.