Head of Operations

Job description

At Allianz Trade, we are committed to support our employees in every step of their professional journey, provide tailor-made development programs and open gateways to new opportunities. We encourage them to take ownership and accountability, daring to make a difference!

 

Allianz Trade Morocco opens an internal hiring announcement for the position of:

 

HEAD OF OPERATIONS

 

 

The role

 

At the heart of Operations environment, you support the CFAO in implementation and management of Policy Management, Contracting and Operations specific projects, deliver major initiatives (PA/claims/SSC) to build the New (Digital) Production Model, steer and ensure performance of all internal functions under the Operations umbrella, follow the implementation of group PM& Ops guidelines and policies in the OE and contribute to improved customer satisfaction by ensuring operational excellence through harmonized processes and organizational model.

 

Key Responsibilities/What You Do

 

Policy Management:

 

·  Manages the Policy Management team during the Policy Life cycle of the managed policies a
·  Coordinates contract and customer management including: contract start incl. tarification and fees contract amendments, renewals, terminations and decisions taken during PM/Commercial committee
·  Ensures that turnover declarations and premium calculations are timely transmitted and paid. Escalates to Commercial if needed.
·  Liaises with the customer and/or Broker in the TOD /Premium base chasing,
·  Coordinates with relevant BU (s) and services for Bonus -Malus calculations
·  Ensures tight communication with other local teams when needed (Claims, Risks...)
·  Ensures efficient communication with the ACMA in charge of its policies/Programs:
·  Compensation, Invoicing for premium and fees, payments bookings
·  Premium & fees aged trail balances follow-up & Dunning
·  Payments to Intermediaries and deals with intermediaries’ questions

 

·  Ensures contract updates and manages cash deposit refund, minimum premium complement calls, profit sharing application in cooperation with contract management team
·  Follows-up and reports on operational activity indicators (backlog, capacity/resources allocations)
·  Drives and suggests organization optimizations, settles operational dysfunctions and report these to regional Ops
·  Controls and optimizes contract management & customer accountant compliance as regards EH processes & organization, internal rules, business rules, system, data quality
·  Develops and ensures achieving of targets set according to SLA and measures through KPI; implements improvements
·  Identifies potential improvements on processes, organization and reports to upper management
·  Monitors the service performance through GTS, SLA….

 

 

 

 

Operations :

 

·  Coordinates the implementation of Group/Regional Projects
·   Adaptation of user guides to local context/processes including:  user support, Awareness sessions/Q&A
·  Coordination with the super user team for the problems encountered, or even with the regional/Central team
·  Monitoring of roll out of operational support KPIs and updating action plans.
·  Monitoring the implementation of new processes with local/region and group stakeholders (needs, settings, testing, training)
·  ensuring a smooth management and follow up of defects management/ change request management at local level with the support of super users’ community
·  Manages and animates the Super User Community
·  Raises awareness of the role and expectations (based on the Group’s guidelines) and collection of issues/needs and development of action plan in coordination the regional COO and the group
·  Coordinate the implementation of the Business Continuity Management process, including:
·  Local security committees
·  Quarterly reports
·  Organization of security awareness sessions
·  Crisis management procedure (update, communication, tests)
·  Continuous improvement: review and update of all documentation
·  Procedures and operating methods (IT tools/equipment + Travel policy)

 

·  Management of Facilities and General Services projects including (Purchasing, Car Fleet, Contracts, and office facilities
·  Management of outsourced cleaning, security, Printers, and office supplies contracts etc…)
·  Creates and follow up ESG reports to region (for Operations)
·  Coordination of external IT support / with the Group/region on the global IT strategy and local implementation/monitoring  
·  Communication (valorize Operations at local and regional level)

 

Key Requirements/What You Bring:

 

·  Proactive / self-starter with ability to prioritize and strong organizational / time management skills
·  Detail and process-oriented
·  Ability to operate in an international matrix structure / negotiate and influent the others
·  Team Player who is able to work on projects independently to achieve a shared goal
·  Problem solver who uses analytical skills to assess and analyze data and to support decisions
·  Willingness to take on new tasks and projects

 

 

Business expertise

·  Ability to balance business decisions and relationships with partners
·  Expert project management skills

 

Interpersonal skills

·  Ability to interact with all levels of the organization
·  Ability to convince customers in negotiations

 

Internal leadership behavior

·  Build and motivate local teams
·  Attract, train and retain high potential employees

 

External leadership behavior

·  Act as a trusted advisor for customers and partners
·  Represent company to all external stakeholders

 

 

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.
Join us. Let's care for tomorrow.
Note: Diversity of minds is an integral part of Allianz’ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.