Head of Emergency Home Assistance France (f/m/d), Saint-Ouen

Die Allianz Gruppe gehört zu den größten und renommiertesten Finanzdienstleistern der Welt und bietet ein internationales Netzwerk bekannter Marken mit erstklassigen Produkten. Vor allem streben wir nach Spitzenleistungen in unserem Alltag - das heißt, in den Beziehungen zu unseren Kunden, unseren Aktionären, unseren Mitarbeitern und zur Gesellschaft. Die Allianz Gruppe ist für über 76 Millionen Kunden in rund 70 Ländern tätig.

Als verlässlicher Partner verwaltet Allianz Global Investors Vermögen in allen wesentlichen Anlage-klassen und -regionen. Unsere Experten sind in 19 Märkten weltweit vertreten, mit umfassender Prä-senz in Europa, den USA und in Asien. Mit rund 650 Anlagespezialisten deckt unser Investment-Ma-nagement alle wichtigen Finanz- und Wachstumsmärkte der Welt ab. Erstklassiger Service vor Ort sorgt dafür, dass die globale Expertise beim Kunden ankommt.

Tasks

• Operational Excellence:
• Responsible for day-to-day operations to ensure all service delivery activities meet customer satisfaction while adhering to cost productivity and efficiency targets.
• Meeting all regulatory standards for all segments under scope of the role.
• Track performance on a daily/weekly/monthly basis and be the point of escalation for your local operations for any performance deviations.
• Building contingency plans for peak seasons, unplanned volume spikes, events, etc. (including backup workforce planning) to maintain operational service delivery and SLA compliance for all markets under your scope.
• Ensure your team is continuously giving feedback to the local WFM team to optimize resource utilization.
• Monitor quality assurance processes to deliver high-quality services.
• Work closely with other teams and departments to allow for a seamless service delivery process.
• Find synergies across all markets to further optimize the operations activities.
• Develop emergency protocols: Establish and maintain comprehensive emergency response protocols to ensure quick and effective assistance for home emergencies.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.
• Team Leadership:
• Recruit, train, and mentor team members to allow for a skilled and motivated workforce.
• Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
• Address challenges and obstacles that may arise in service delivery in a prompt and effective manner.
• Encourage a problem-solving mindset within the team to resolve issues efficiently.
• Identify training needs within the team and provide opportunities for skill development.
• Promote employee engagement initiatives to maintain a positive and motivated team.
• Address employee concerns and maintain a healthy work environment.
• Crisis Management Training: Ensure all team members are trained in handling emergency situations effectively.
• Customer Experience:
• Create a customer-centric approach within the team, emphasizing the importance of meeting customer expectations.
• Ensure accountability on customer-centricity to enhance feedback through the Voice of Customer (VoC) and mitigate the frequency of complaints.
• Use customer feedback through VoC to drive improvements in service delivery processes.
• Personalized Service: Implement strategies to provide personalized assistance to customers, addressing their specific needs during home emergencies.
• 24/7 Support: Ensure the availability of round-the-clock support for emergency situations.
• Financial Management:
• Delivery of quality service to end customers, all within budget.
• Develop & implement proactive levers to optimize operational costs.
• Cost Analysis: Regularly conduct cost-benefit analyses to identify areas for financial efficiency improvements.

Profile

• 5+ years of experience in running claim operations or similar function.
• Proven experience in a senior leadership role within assistance operations managing call centers and back-office activities.
• Hands-on experience in managing large complex operations.
• Experience in digitalization and automation of platform systems.
• Ability to lead service delivery through local and remote (offshored) teams.
• Customer-centric mindset.
• Strong people management skills and experience working with cross-functional teams.
• Experience in people management, including development planning, attrition, conflict management, etc.
• Excellent communication and interpersonal abilities, comfortable interacting with top management.
• Technical Knowledge: Understanding of home systems and the types of emergencies that can occur (e.g., plumbing, electrical issues, etc.).