Operations Manager - Customer Experience

• Lead and manage high performing teams across multiple locations, fostering a culture of collaboration, innovation and excellence, ensuring seamless communication and alignment across geographically dispersed teams to drive business outcomes and shared goals
• Provide guidance and leadership to team members working within the department
• Support the leadership team in trouble shooting on complex cases and escalation of complaints.
• Support and empower team leaders to determine measures and drive measurable results in key performance areas.
• Act as a positive role model to all employees by always respecting individuals, working collaboratively, sharing experience and by being a mentor.
• Manage team performance individually and as a group, as required to ensure KPI achievement and maintenance of professional standards within the Industrial Instrument relevant to your team members
• Ensure key positions are always risk managed to prevent skill / knowledge gaps in teams.
• Ensure appropriate strategies to assist retention in team.
• Ensure that the team is adequately resourced with the appropriate skills and experience.

• Develop & implement coaching, performance & behavioural improvement, & career development plans with each member of your leadership team for succession planning. -annual performance appraisals.
• Working with the Workforce Management team, ensure the effective utilisation & allocation of team resources to maximise productivity & service outcomes.
• Effectively support the team by being the on-call escalation point, 24/7.

• To develop and implement the required operational systems, process and delivery and objectives.
• Transform operational processes to ensure greater digitalisation and management of the claims processes.
• Implement initiatives to drive operational efficiency and external cost control.
• Build strong relationships & work collaboratively with other members of the Operations leadership team to deliver consistency in culture, service delivery & process implementation across the business.
• Support on boarding of new clients and other new business which supports business strategy.

• Ensure agreed deadlines are adhered to at all times for reporting and implementations.
• Prepare strategically focussed reports for senior management as required that identify potential opportunities, threats and risks.
• Prepare product presentations, proposals and reports.

• Oversees IDR and EDR Complaints and disputes referred in accordance with Allianz Partners complaint handling policy, to ensure we are in line with appropriate regulatory and legislative requirements.
• Provide an exceptional customer experience for both internal and external stakeholders with a solution focused approach to all requests and tasks using analytical thinking and good judgement.
• Awareness of cultural differences and the ability to identify and assist complainants who need additional assistance
• Liaises with complainants in a sensitive and appreciative manner.
• Keeps accurate and comprehensive statistics and records, reports complaints and privacy results and provides immediate feedback to relevant areas when necessary for service delivery improvement.
• Reinforce and educate service terms and conditions to resolve and mitigate future disputes.

• Develops meaningful relationships with all internal and external stakeholders across all levels.
• Negotiates and influences at senior level, developing a strong understanding of stakeholder current and future requirements.

• Adhere to the risk management and compliance obligations relevant to each position and comply with policies, processes and training requirements.
• Report and escalate risk and compliance related concerns, issues and failures to management.
• Identify, document and communicate risk and compliance exposures including fraud and corruption in operational areas or departments
• Integrate compliance obligations, risk assessment and the risk management process into business practices
• Demonstrate leadership and commitment to a safe working environment ensuring all workplace health and safety initiatives are clear to all team members
• Behave as required by the Company’s Policies and Procedures, Code of Conduct and values (connected, responsible , trust, excellent, caring)
• Ensure that all business proceedings are conducted in a manner which is professional, legal and ethical
• Ensure adequate controls are in place to prevent, detect and mitigate fraud and corruption risks
• High level understanding and knowledge of RG271, consumer protection laws relating to financial products and services, AFCA approaches and relevant industry codes of practice

• Minimum of 5 years contact centre leadership experience.
• Experience in leading geopraphically dispersed teams
• Demonstrated ability to be highly motivated and operate with little supervision using initiative, sound reasoning and strong listening and decision making skills.
• Demonstrated ability to deliver results in a high pressure fast paced professional services environment.
• Possesses excellent verbal, non-verbal and written communication skills when dealing with all levels of staff throughout Allianz Global Assistance as well as individuals external to the organisation.
• Displays exceptional attention to detail and the ability to analyse information to identify problems and develop appropriate solutions.
• Demonstrates strong organisational and reporting skills, maintaining continual control

• The drive and ability to take on increased responsibilities over a period of time.
• Problem Solving & Decision Making Skills
• Able to make decisions swiftly and put decisions into practical use.
• Ability to interrogate a problem and develop processes that engage and educate staff

• Proven high level of professionalism, maturity and candour in daily work ethic.
• Demonstrated ability to work under pressure including the ability to achieve outcomes, prioritise work, meet deadlines, motivate staff, and retain personal motivation and tolerance.
• Approach, affable and confident.
• Act as a positive role model to all employees by always respecting individuals, working collaboratively, sharing experience and by being a mentor.
• Demonstrated strong time management and organisation skills with a high attention to

• Ability to communicate, influence and build effective relationships at all levels of the business
• An intuitive thinker able to adapt and tailor communications to appropriate audiences
• Proven written and verbal communication skills
• Demonstrated experience with the ability to clearly and simply communicate complex issues and help a team understand the link between their roles and the bigger picture
• Proven strong negotiation and conflict resolution skills
• Able to work autonomously and with others
• Demonstrated ability to operate autonomously using initiative, sound reasoning, listening and decision-making skills.
• Proven ability to work effectively as part of a team.
• Ability to work in a fast paced, challenging and consistently changing environment

Allianz