Head of Operations

Overview

Head of Operations Transformation & Support - Health role at Allianz Partners. The Head of Operations will lead the global Health Operations Transformation & Support agenda across 20+ countries. Standardise frameworks for Quality, CX, Training, WFM, TPA, and onboarding to scale consistency and impact. Accelerate an AI-enabled operating model using RPA, process mining, analytics, and intelligent knowledge tools. Partner with regional and global leaders to deliver measurable improvements in cost, quality, and customer experience.

• Develop, define and execute the global Operations Support strategy to ensure profitable growth and a strong market value proposition.
• Lead and manage multiple, diverse technical global teams.
• Responsibility for the global function’s processes, performance, budget and FTE requirements.
• Design and implement the Global frameworks for Quality Controls, External TPA Management, Customer Experience and Complaints Management for all business lines (IPMI, PMI, TPA & Student) and markets.
• Lead on the global workforce management framework and KPI’s to support all functional areas with insight to manage capacity planning.
• Globalise the Customer Experience programme across all Health LOB’s with consistent insight measurement and follow up change programmes.
• Develop and manage a robust onboarding process for new clients. Engage with sales at tender stage and shape the tender commitments for service delivery.
• Be the operations senior lead for any external or internal audit across operations.
• Manage the operations IT project pipeline and be responsible for all interfaces with OM, Allianz Technology and other associated IT stakeholders and providers.
• Proactively investigate, collaborate and pursue opportunities for new and deeper approaches to automation and digital customer journeys.
• Be a catalyst for change: influence, lead and motivate across the function to enhance their quality and productivity output by implementing relevant business process change.
• Engage with and influence management colleagues in AP and the regional offices to ensure Health Operations delivers maximum benefit and is aligned to Health LOB and AP Operations strategic objectives.
• Address the needs of the wider stakeholders in the company, through ongoing communication and interaction.
• Collaborate on an ongoing basis with the data function to ensure that timely and adequate management reporting is visible and performance is in line with the operating plan.
• Drive and proactively monitor a consistent and coherent global governance framework.
• Assign quality standards worldwide, ensuring robust and efficient controls and quality standards are in place.
• Engage closely with other functions to advance business critical tasks including sales, organisational management, risk and finance.
• Continually benchmark best in class standards for Operations and drive change programmes to achieve these standards.
• Ensure compliance with policies, protocols, and standards to achieve objectives related to customer satisfaction, quality, productivity across the functions.
• Drive collaboration across AP boundaries by promoting the sharing of information.
• Apply a long-term, big-picture perspective that supports innovation and focuses people on changes that will add value to the business.

• Educated at least to 3rd Level Degree, Masters preferred.
• At least ten years of relevant commercial experience, including people leadership roles in international matrix business environments.
• Previous experience of working in a health insurance environment is advantageous.
• Strong leadership skills, including the ability to identify, develop, engage and coach key talent alongside an ability to hold employees and teams accountable and invested in their results.
• Experience in analytics, project management and negotiation is important.
• Demonstrable knowledge of senior stakeholder management and influencing without authority.
• Leadership and management skills, with the ability to develop and deepen a high performance culture.
• Change advocacy and management, and the ability to develop capability and lead a team with an emphasis on continuous improvement.
• Results orientation. Customer focus, in line with the ethos of the company.

Excellent interpersonal skills (verbal and written) required for developing and delivering presentations to front line employees, managers and senior executives. Stakeholder management. Driving change and innovation. Strategic orientation. Project initiation and development.

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.

82060 | Operations | Professional | Allianz 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.