After Sales Support- Assistant Manager F/M

After Sales Support at Allianz Partners is where the promises made in sales are turned into real, reliable service for our corporate clients. This Assistant Manager role exists to keep that engine running smoothly as we onboard large volumes of new business and renewals, and ensure service levels are consistently met or exceeded.

It’s a role for someone who enjoys running operations, leading teams and fixing how things work, not just managing status quo. You’ll suit this if you’ve already led customer-facing back-office or operational teams, are comfortable with data and process, and like being the link between frontline needs, internal stakeholders and senior management. You need to be able to handle pressure, large workloads and change, while keeping your team engaged and focused.

You’ll be based in Tunisia and report to the After Sales Support Manager - UAE

What you do

You will:

• Manage the day-to-day planning and operations of the After Sales Support department to ensure SLAs, quality targets and customer service standards are consistently met
• Oversee resource planning and productivity, making sure the team can handle large volumes of new business, renewals and new starters, and step in quickly when there are shortfalls
• Lead and develop a team: manage performance, run regular reviews, provide feedback, coach key talent and drive a high-performance, collaborative culture
• Own onboarding and training for new staff, and ensure processes and documentation are clear, consistent and aligned with other departments (especially Harmony)
• Take the lead in reviewing and improving processes, systems and protocols to maximise efficiency, service quality and client retention, and support/drive change management initiatives
• Act as a key communication link between team leaders, the After Sales Support Manager and other internal stakeholders, representing the Manager in their absence when needed
• Use operational data and figures to track performance, identify issues early and provide an accurate picture of departmental productivity to management
• Actively contribute to employee engagement and development initiatives, and support succession planning by identifying and growing future leaders
• 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
• Support ad hoc projects and tasks that contribute to the wider company strategy, sometimes requiring extended hours or occasional travel

What you bring

To do this job well, you should have:

• A third-level degree or relevant professional qualification, giving you the foundation to handle complex operational and commercial topics
• At least 5 years’ relevant commercial and operational experience in a similar environment (e.g. customer operations, after sales, service delivery), including experience managing teams and performance in a KPI/SLA-driven setting
• Proven leadership skills: you can identify and develop talent, engage employees, hold people and teams accountable, and build a culture of high standards, open communication and collaboration
• Strong change and improvement mindset: experience initiating or leading process, system or operational changes, with the ability to manage stakeholders, overcome resistance and embed new ways of working
• Solid analytical and project management skills: comfortable working with data (e.g. productivity, SLA, quality metrics), running projects from initiation through to implementation, and negotiating with stakeholders where needed
• Strong communication and interpersonal skills in English (verbal and written): confident presenting to frontline staff, managers and senior executives, and able to build effective relationships across departments and with external partners
• Proficiency in MS Office (Excel, Word, Outlook, PowerPoint) and ease with general internet research; familiarity with working in tech-enabled/AI-supported environments is an advantage

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.

105959 | 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. 

Join us. Let's care for tomorrow.