Operations Lead Home Department

Job description

ABOUT THE ROLE: 

The Operations Leader of the Home line of business Italy must control Lost adjusters (LA), Repair in Kind (RIK) and Emergency Home Assistance (EHA) platforms. This figure must be able also to support sales department having good commercial skills. The position requires strong communication and leadership skills both internally and externally to the company that are needed to manage different stakeholders and the team. Collaboration with various departments, high quality reporting and forecasting, as well as designing solutions adhering to Group policies and guidelines are crucial aspects of this role. The leader of Operations contributes to the overall success of the organization by ensuring high quality service.

 

MAIN MISSION AND TARGETS: 

·  Monitoring of Operations costs to ensure adherence to budgets and financial targets,
·  Continuous analysis of quality performance,
·  Coordination of Operations Planning Dialogue (PD),
·  High-quality cost reporting and forecasting to ensure sound decision making.

 

DUTIES AND RESPONSIBILITIES:

·  Conduct skills gap analyses to identify areas of improvement.
·  Coordinate individual and team performance review sessions to discuss strengths and weaknesses.
·  Need to manage blended process wherein team members will be switched between Inbound and outbound calls.
·  Need to engage the team in different activities to increase agent productivity & utilization.
·  Need to interact with customers, as and when need arises.
·  Have regular interaction with clients and internal stake holders at Allianz Partners.
·  Take up and address the team issues and escalate appropriately.
·  Achieve KPIs / Targets assigned to team every week/month/year with quality.
·  Publish various reports internally & externally as per requirements within stipulated timelines.
·  Maintain process hygiene and team spirit.
·  Work as a team player to achieve the common goal of the process & organization along with attrition and shrinkage.

 

QUALIFICATION AND EDUCATION REQUIREMENTS:

·  Bachelor’s degree in business management, business administration, or related field (Master’s degree preferred).
·  Very good understanding of Operations processes, with experience in Insurance industry.
·  Strong leadership and communication skills, with the ability to effectively manage stakeholders and the team.
·  Demonstrated ability to build strong relationships at all levels of the organization.
·  Demonstrated ability to effectively lead people, get results through others and provide coaching/constructive feedback.
·  Capability to be flexible in changing situations.
·  Excellent problem-solving and decision-making abilities, with a proactive and results-oriented approach.
·  Able to handle the pressure in various situations during peak volumes.
·  Proactively work and highlight the scope of improvement for the betterment of process.
·  Advanced PowerPoint and Excel skills.
·  Excellent level of English - both spoken and written.
·  Availability for travelling inside and outside Italy.

Working Location: Milano or Bologna 

 

50246 | Customer Services & Claims | 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.
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.