BA for CCC configuration

Job description

Allianz Services is part of Allianz Group, one of the world's leading insurers and asset managers and has succeeded in becoming one individual business segment by combining various businesses from different parent companies. Allianz Services is running service delivery operations in Romania, India, Mauritius and Morocco as well as is operating Consulting hubs in Germany, USA, Italy, France and Singapore with almost 6000 colleagues globally.

Allianz Services Romania has a key role in the transformation of the Group by improving operations and creating a superior experience for customers, offering actuarial, financial, IT, HR and governance services. Our team counts over 1000 passionate professionals whose main assets are the expertise and top qualifications, combined with multilingual skills, ranging from English, German, French and Italian, to Portuguese, Spanish and Romanian.  

At Allianz Services Romania, we aim to attract best talents and create an inspiring environment for our people to develop, while unceasingly caring for our community and for shaping a better future together

Job role

We are seeking a highly skilled and motivated Business Analyst (BA) to join our team and coordinate the Contact Center Cloud configuration as a service for our OEs. The successful candidate will play a crucial role in ensuring the smooth execution of various projects, including the decommissioning of existing front office telephony, migration understanding of agents to CCS Cloud, and transfer of business ownership. The BA will work closely with stakeholders to achieve project objectives and ensure alignment with business goals.

What you will do   

·  Oversee the migration
·  Facilitate the transfer of business ownership on behalf of the customer
·  Ensure telephony cost of CCS Cloud and coordinate with the customer the service pricing accordingly.
·  Obtain management risk acceptance from the customer
·  Collaborate with various departments, including IT, customer service, and finance, to ensure project success.
·  Provide regular updates and reports to stakeholders on project progress and any issues that may arise.
·  Maintain data accuracy and consistency during the migration process.
·  Manage stakeholder expectations and ensure alignment with AZ Tech and OEs.
·  Address any technical issues related to the CCS Cloud and CAI platforms.
·  Ensure adequate resources are available for the migration and integration activities.
·  Provide comprehensive documentation of processes and workflows.
·  Recommend optimized workflows and enhancements to current tools.
·  Leverage the capabilities of CCS Cloud and CAI to enhance customer interactions.
·  Conduct workshops with the customer
·  Conduct internal discussions to understand the current "As-Is" processes and create detailed process maps.
·  Test the AI conversation simulation solution and gather insights for the business case.
·  Identify and mitigate risks associated with the migration and integration processes.
·  Provide regular status updates and reports to stakeholders.

What you bring

·  Bachelor's degree in Business Administration, Information Technology, or a related field.
·  Proven experience as a Business Analyst or in a similar role.
·  Project management skills with the ability to manage multiple configurations simultaneously.
·  Excellent communication and interpersonal skills.
·  Ability to work independently and as part of a team.
·  Contact Center AI and IVR Configuration knowledge, to design, implement, and optimize call flows and IVR systems and understanding of new AI technologies to enhance customer interactions and operational efficiency.

You have

·  Strong analytical and problem-solving skills.
·  Proficiency in project management software and tools.
·  Fluent English written and spoken; Spanish or other European language is a plus.
·   Proactive behavior and engagement within a dynamic controlling workflow.
·   Structured thinking.

What we offer:

·  Come to the Allianz side! We have attractive compensation and incentives:
·  Fixed salary compensation along with fixed benefits.
·  Flexible benefits that can be individually customized, so that they best suit your needs.

Fixed Benefits -  We place people at the core of what we do, this is why we are committed to your personal wellbeing and professional growth.

·  Additional vacation days (work tenure, Allianz tenure, special events, Paid day for child medical check-up)
·  Rewards and Recognition Program (Team Excellence Award, Anniversary Awards, Above & Beyond Awards, Thank you for your contribution!)
·  Complete training curricula available (tailored courses): International Certifications (Agile, Lean Six Sigma, Prince, ITIL, IFOA, ACCA, IACCM etc.), Comprehensive Leadership Programs, LinkedIn Learning, German Language Courses for any level
·  All you can read with Bookster
·  Share Purchase Plan
·  Allowances for special events (Birth Allowance, Losing a Family Member)
·  Flexible working environment (work from home, hybrid)

FlexiBenefits -  We care about the performance of our employees and we know it can only be reached by ensuring your proper work-life balance: Medical services , Private pension, Internal Tourism, Meal Tickets and many other benefits of your choice.

The personal information that you may provide to us (including sensitive information) may be provided to Hiring Managers for the purposes of assessing your suitability as a candidate.

Only suitable candidates will be contacted. All applications will be treated with confidentiality.

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.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

 

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