CCS Local Expert AZ Care - Allianz - Dublin

Job description

Role Summary incl. Current Challenges

The Operations Digital Transformation unit drives the planning and implementation of key disruptive initiatives aiming to radically transform the AzP Operational Model. The Operations Digital Transformation unit typically covers topic related to the application of Cloud Telfphony Saas, Conversational AI (CAI) integration, or any other communication related application in Operations (e.g. Workforce Management), as well as Group contact center applications.

The Contact Center Solutions Manager US/ CA holds responsibility for implementing Allianz Partners' Conversational AI strategic goals within a designated region, as well as overseeing regional CAI solution pipeline and reporting. Further, the Regional CAI Lead is accountable for harmonizing the region's activities and CAI projects with established global standards, approaches and quality requirements.

The Contact Center Solutions Manager US/ CA is responsible for helping Allianz Partners BU's leverage the power of Cloud Telephony to improve customer engagement, increase efficiency, and drive growth by managing the regional CCS solution pipeline and roll-outs of CCS solution, including overseeing and coordinatiing resources within the region. Furthermore, the role reports regularly pipeline opportunities and potentials risks & blockers for CCS solution roll-outs as well as performance status of CAI solution in order to identify improvements. The CCS Regional Lead accounts for adherence to technical and compliance standards

Future Challenges

With strong focus on digital innovation, AzP Operations undergo a fast transformation with new channels and technologies being implemented simultaneously. In that context, the Operations Digital Transformation unit needs to connect and align with Business and Process Owners to bring new cloud/ AI based solutions into existing processes, and how to define the learning curves and ramp-up, as well as the operational readiness to launch new processes. As technology and processes evolve, this area will maintain a close and frequent communication to other Global functions and local Business Units to continuously enhance processes and solutions. Support the change management of the local Business Units towards adoption and active use of the new tools. Work within a global cross-LoB operations team based on follow-the-sun principle working on same tools, methods, and systems across the globe

Key Responsibilities

Oversee and coordinate resource management within the region, providing skilled staffing as required for CCS projects, CCS solution operations, and testing efforts.
Manage the regional CCS solution pipeline and act as initial gate keeper for regional CCS solution. Account for positive business case and sufficient quantitative analysis of targeted CCS Solution. Connect team experts cross-functionally on local requirements / specifications / limitations.
Report regularly on resource utilization and availability, performance status of CCS solution, pipeline opportunities and potentials risks & blockers for CCS solution roll-outs.
Facilitate stakeholder approvals and ensure to keep CCS solution requirements updated for developing new CCS solutions.
Account for necessary reviews and approval meetings, facilitating both alignments with the end-to-end process improvement team on CCS solution requirements (changes) and approval meetings before Go-Live of a CCS solution.
Manage the roll-out of CCS solutions by accounting for project timeline keeping and facilitating project activities, orchestrating necessary data collection (e.g. for NLU training), overseeing testing of CCS solution, and ensuring safe & compliant CCS solution deployment.
Identify potential delivery risks such as language capabilities and skill gaps, and devise strategies for mitigation.
Support regional Incident and Bug management, aligning with the CCS Service & Demand Manager as needed.

Functional Skills Required

1. Technical Skills

Very strong execution skills, ability to translate business requirements in technical solutions
Ability to drive complex projects/requests, multi-task and prioritize with strong attention to details.
Strong focus on compliance and governance, albeit with a business perspective and pragmatism
Knowledge on Testing tools, Good understanding of testing requirements
Basic understanding of CCS frameworks and technologies

2. General Skills

High problem solution competencies, including analytical mindset and skills to analyze solutions und underlying business processes
High problem solving skills to derive necessary actions and implement pragmatic and workable solutions
Collaborative team player, positive contributing to 'creating more value together'. Cultural sensitivity in order to fit into a multinational setup.
Confident and engaging communicator with ability to resolve conflicts
Profound presentation skills

Required Experience

Deep experience in automation delivery, lifecycle management and operations as well as platform and people management
>5 years of project management and/ or demand management, preferably in Conversational AI
Established track record in working with market leading CCS platforms (e.g. Cognigy)
Good analytical skills and experience working with contact center customer
Knowledge on incidents, Problem, SLA , IMACs based on ITIL framework
Expertise in Conversational Artificial Intelligence, Natural Language Processing, Coding basics (e.g. JAVA, SQL) is a big plus

Required Education/Certifications

Education (MA level) preferably in the fields of business management
Content Guru certification is a plus but not required
Diploma/Degree in same domain preferred

Offers “Allianz”

Job description