Manager of Assistance Operations

The Assistance Operations Team Leader is responsible for managing and developing a team of customer service representatives, ensuring high-quality support and assistance.

The person in this position ensures that service standards, regulatory requirements, and performance targets are met, and identifies and closes gaps in the global target service delivery process, in line with modern technological solutions and the Group's evolving guidelines (AI).

This role is intended to act as a catalyst and evangelist for process exploration, rapid automation, identification and promotion of new solutions that improve efficiency with fast implementation times and a strong vision for the future.

Place of work: Warsaw. Regular business trips to Toruń (40%).

Key responsibilities:

Operational management:

• Overseeing daily operations, including managing workflow to ensure optimal schedule adherence, staffing coverage, and workload distribution.
• Collaborate with the Workforce Management (WFM) team to forecast call volumes, plan schedules, and manage ongoing adjustments.
• Analyzing team performance reports and dashboards to identify trends, root causes, and opportunities for improvement.
• Maintain compliance with internal procedures, financial regulations, and data protection requirements.
• Collaborate with cross-functional teams to improve systems, processes, and service delivery.

Team and performance management:

• Lead, train, and motivate a team of operators.
• Monitor team performance against key metrics such as customer satisfaction, quality, productivity, and other KPIs.
• Conduct coaching sessions and performance reviews with a focus on development and continuous improvement.
• Encourage accountability, ethical behavior, and customer-centric thinking in line with company values and regulatory standards.
• Supporting employees in managing complex customer interactions, including escalations and claims assistance.
• Resolving systemic, operational, and customer issues that impact service quality.
• Encouraging a culture of innovation in the Operations department, promoting creative solutions and continuous improvement through all available and new technical and organizational means. Accompanying key users in their requests for process evolution. Also, identifying and promoting new solutions that improve efficiency with fast implementation times.

Training and development:

• Training new employees in product knowledge, internal tools, and call handling processes.
• Participating in training and development activities as suggested by management.
• Coordinating calibration sessions for operators.

Customer experience:

• Promoting excellence in customer service by ensuring that every interaction is conducted with professionalism, precision, and empathy.
• Collaborate with quality assurance and compliance teams to ensure service consistency and policy adherence.
• Effectively manage escalated customer cases with a focus on resolution, transparency, and customer satisfaction.
• Contribute to continuous improvement by identifying gaps in processes and proposing practical solutions.
• Participate in customer listening programs to identify customer needs and expectations.

Required skills and competencies:

• Fluent knowledge of Polish and English
• Strong team management and employee motivation skills.
• Excellent communication, coaching, and interpersonal skills.
• Proficient understanding of key performance indicators and performance management techniques.
• Project management discipline, including stakeholder communication and progress tracking.
• Analytical approach with reporting and problem-solving skills.
• Ability to work in a fast-paced, goal-oriented environment.
• Experience in implementing technology/digitalization solutions.

• Attention to detail, ability to understand and account for complex operational and technical constraints.
• Ability to track market trends in technological capabilities and creatively incorporate them into use case projects.
• Ability to communicate at both a high and detailed level, adapting to the seniority level of stakeholders.

What We Offer

• Employment contract.
• Flexible hybrid working model.
• Comprehensive benefits, including medical and family insurance, private healthcare, meal vouchers, retirement program contributions, remote work allowance, annual wellness and recreation perks, bonuses, and more.

We encourage applications from individuals who are ready for challenges in a dynamic work environment and who are passionate about developing high-performance teams.

89569 | Project Management | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

.