Home E2E Process Improvement Manager

Job description

What you do

The HOME End-to-End (E2E) Process Improvement (PI) Team Manager is placed within our Operations division and is directly reporting to the Global HOME E2E PI Senior Manager. The role is a manager at the forefront of reshaping and optimizing operational processes through continuous process improvement and digitalization initiatives. This position involves executing a comprehensive E2E process improvement transformation strategy for the HOME operations department, as well as expertise in identifying and integrating evolving automation/Artificial Intelligence technologies to enhance efficiency, streamline processes and drive innovation. The HOME E2E PI Team Manager collaborates across departments, fosters a culture of change and ensures the successful adoption of automation/ digitalization and other non-digital PI solutions. This position is pivotal in driving operational excellence, leveraging data analytics and aligning technology with organizational targets for sustained success in a digital era. Primary objectives include co-defining the target process and target customer journey offering for HOME Line of Business (LoB) to AP operating entities in line with operational targets, state-of-the-art technological solutions and evolving (AI) Group guidelines. In addition, steering and managing the Operations project portfolio across his allocated group of AP BUs, driving the implementation of projects locally to ensure the transformation of Allianz Partners. In this role the HOME E2E PI Team Manager also assures synchronization with key stakeholders within Allianz Partners, and other AZ OEs with the aim of optimizing both operational and commercial efficiencies as major contributor to the transformation ambition of the Group.

 

Duties and Responsabilities.

1. Strategy Development: Support development and localization of E2E PI strategy for the Operations department of HOME LoB in alignment with organizational targets of Allianz Partners.

2. Technology Evolution: Evaluate and integrate latest automation and digitalization technologies for customer journey and process automation in alignment with Allianz technical experts.

3. Process/Customer Journey Optimization: Support design and localization of target customer journey and target processes E2E for HOME LoBs to the benefit of maximizing productivity and simplicity in all processes. Addressing local market specific circumstances to adjust solutions and minimize process deviations.

4. Data Analytics: Utilize data analytics to gain insights into customer journey, customer experience and process performance and in consequence identify areas for improvement and support data-driven decision-making.

5. Innovation: Encourage a culture of innovation within the Operations department, fostering creative solutions and continuous improvement through all available and new means of technical and organizational instruments.

6. Cross-Functional Collaboration: Collaborate with various departments of Allianz Partners to ensure a seamless integration of target journey, target processes, and all operations projects across the organization.

7. Change Management: Drive change management initiatives to facilitate the smooth adoption of target journey, target processes within the Operations department.

8. Performance Metrics: Support design to establish and monitor key performance indicators (KPIs) related to target journey and target process transformation, providing regular reports to the leadership of Allianz Partners.

9. Training and Development: Provide training (train-the-trainer) programs to enhance the Contact Center/ Omni-channel skills and knowledge of the Operations teams of Allianz Partners. Working hand-in-hand with Quality & training department, primarily supporting new features deployment.
Internal
10. Customer Experience: Focus on enhancing the overall customer experience through digital and non-digital initiatives, hence ensuring that operations processes meet customer expectations.

11. Risk Management: Identify and reduce potential risks associated with operational processes transformation by implementing measures to safeguard operations.

12. Regulatory Compliance: Ensure that customer journey and processes implemented in the Operations department comply with relevant AZ Group, industry regulations and standards.

13. Business requirements/ Operations projects : Support the collection, prioritization and implementation assuring of business requirements and Operations projects across all operations platforms. Assure strongly data and impact-oriented prioritization in close synchronization with Operations platform leads and HOME LoB leads.

14. Team Leadership: Manage a high-performing team of HOME PI professionals and foster a culture of innovation and excellence that improves AES (Allianz Engagement Survey) scores. Be an ambassador of AzP and role model our values while creating a high-performance culture.

What you bring

·  Related service delivery OPS experience. 
·  Providing increased effectiveness and credibility in solutions designed.
·  Experience deploying technology/digital related solutions and managing people.
·  Detail oriented, ability to understand and incorporate complex operational and technical constraints.
·  Ability to produce clear documentation incorporating multiple stakeholders and integrating process mapping concepts.
·  Affinity with numbers and impact quantification converting, for example, abstract time reductions into precise minutes, FTE and monetary values. 
·  Ability to follow market trends on technology capabilities and creatively incorporate it into use case designs.
·  Leadership and ability to communicate at both high and detailed levels to adapting to stakeholders seniority.

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

60016 | 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. 
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.
Great to have you on board. Let's care for tomorrow.