Head of Operations RSA Poland and Country Manager Poland - Allianz - Warszawa

Job description

This senior leadership role sits within Allianz Partners’ Operations division, overseeing Roadside Assistance (RSA) service delivery in Poland. Reporting to the Sub-Regional Head of Operations, you are responsible for driving operational excellence, efficiency, and customer satisfaction across all local operations, implementing strategy, and ensuring alignment with corporate objectives.

This role also acts as Country Manager, liaising with business partners, senior executives, and transversal teams to support transformation, digitalization, and innovation initiatives. You will manage large, complex teams while ensuring compliance with local regulations and contractual SLAs.

Key Responsibilitie

Operational Excellence

Oversee day-to-day RSA operations, ensuring service quality, cost-effectiveness, and KPI achievement.
Plan and implement contingency measures for peak seasons, volume spikes, and unexpected events.
Monitor performance, identify operational deviations, and provide escalation support.
Drive process optimization, digitization, automation, and best-practice sharing across markets.
Implement leakage minimization initiatives, quality assurance measures, and closed-file reviews.
Support tender processes, strategic planning, and operational transformation projects

Team Leadership

Recruit, train, mentor, and develop local teams, fostering a collaborative and customer-focused culture.
Communicate company vision, address challenges, and encourage problem-solving across teams.
Identify training needs, provide growth opportunities, and implement succession planning.
Promote employee engagement and maintain a healthy, motivated work environment.

Customer & Business Partner Focus

Ensure a customer-centric approach, driving improvements based on Voice of Customer (VoC) feedback.
Collaborate with sales, marketing, and other LoBs to enhance the end-to-end customer journey.
Maintain strong relationships with key internal and external stakeholders.

Financial & Compliance Management

Deliver services within budget while optimizing operational costs.
Ensure full compliance with local and central regulations, liaising with legal, compliance, and audit teams.
Drive financial performance through operational efficiency and risk management.

Requirements

Bachelor’s degree in Business, Insurance, or related field.

Experience in claims, operations, or a similar function, with proven senior leadership in RSA or assistance operations.
Hands-on experience managing large, complex operations, including call centers, service networks, and back-office functions.
Strong customer-centric mindset and ability to drive service delivery through local and remote teams.
Experience in digitalization, automation, and process improvement.
Excellent people management skills, including development planning, attrition, and conflict management.
Proven ability to oversee multiple LoBs or country-level operations, including financial management and performance metrics.
Strong stakeholder management and communication skills; comfortable with Top management engagement.
In-depth knowledge of local assistance, claims regulations, and market trends.
Fluency in English and Polish is mandatory.
Basic familiarity with available AI tools such as ChatGPT.

What We Offer

Senior leadership position with strategic influence on local and regional operations.
Opportunity to lead transformation, innovation, and process optimization initiatives.
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.
Hybrid working model and support for professional growth and development

Offers “Allianz”

Job description