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Head of Operations Mobile Device & Digital Risk



Saint-Ouen, France
Posted on Wednesday, April 10, 2024

Key responsibilities/What you do

The Head of Operations MDDR is within our Operations division, providing service delivery to our customers and own operational processes and delivery for our MDDR products worldwide. This strategic role reports to the Global Head of Easy Living & MDDR, requires strong leadership, innovation, deep operations and is an executive role responsible for overseeing the strategic development, management, and operational excellence of the MDDR insurance and service division within Allianz Partners. This role requires strong leadership, innovation, and ability to design & drive transformation in Operations globally by simultaneously ensuring an efficient and optimized cost base, the fulfilment of customers’ needs and staff/employee engagement as well as alignment with other Allianz Partners LoBs and strengthen our operational resilience by leveraging the AzP global organization through our Global Service Delivery units. Primary objectives include executing short- and long-term strategic plans for Operations for MDDR, in alignment with corporate directions, providing leadership to the Managerial staff and teams, delivering superior customer service globally, driving change management efforts to create operational efficiencies and competitive advantage in all operating markets. This role requires strong central governance to effectively steer the operations in a fully verticalized global set up. This role also includes liaison with the Business partners/customers, Sales, Marketing & Organizational Management (OM) functions as well as close interactions with all Operations transversal functions.

  • Strategic Planning: As well as running the daily operations, develop, align, and execute a comprehensive global strategy for the end-to-end operations for MDDR, aligning it with the overall Global goals and objectives. Contribute to and execute the MDDR Operations strategy and roadmap and monitor short-, mid-, and long-term objectives in terms of performance, organization, process improvement & design, tools and practices. Set clear KPI targets to measure success and ensure operations leadership executes on targets for MDDR service delivery
  • Collaboration: Collaborate with the rest of the operations leadership team and contribute positively to the overall success of operations. Ensure alignment in strategy and communication with Operations Transversal and Central functions
  • Innovation: Contribute to and steer execution of the digital roadmap and strategy for digital services in the Operations for MDDR LoB including prioritization of digital tool delivery, monitoring of business case achievement, and leveraging digital tools to manage peaks etc.
  • Operating Model: Design and execute the optimal operating model within the operation function within MDDR Operations including optimal offshoring/nearshoring, and regionalization structure to streamline the organization. Be the critical decision maker on FTE steering through this transformational change
  • Financial & Budget Management: Develop and manage the budget for the Easy Living & MDDR operations division, ensuring profitability while controlling expenses and external costs of claims & assistance cases. Oversee and manage Easy Living & MDDR operations operating budget globally
  • Process Improvement: Contribute to and implement continuous improvement for MDDR processes that caters to the diverse needs of customers & business partners in all geographies and delivers high customer service in close interaction with the central process improvement team.
  • Networks of providers and cases cost containment: Work with central and local provider network teams, and support execution of global and local network strategies for MDDR. Proactively manage external costs in line with business forecasting & ensure communication and transparency with actuarial functions
  • Ensure a strong technical performance: Together with the adequate COEs, ensure leakage is properly measured through CFRs and build action plans through root cause systematic analysis to reduce leakage. Work with OM & IT teams to define & prioritize a leakage measurement automation roadmap
  • Risk Assessment: Assess and manage the risks associated with the & MDDR assistance & insurance businesses, including quality monitoring, fraud control, and risk mitigation strategies
  • Performance Analysis: Set expectations through maturity models and self assessments for key performance indicators and monitor across all locations to ensure operations teams are delivering plans to meet targets set
  • Customer Experience: Stay up to date with global industry trends, customer preferences, and regulatory changes to ensure the company's operations remain competitive, compliant, and customer focused. Set 5-star voice of the customer alignment across all locations and regional leadership teams are driving a consistent customer experience delivery
  • Team Leadership & governance: Build and lead a high-performing team of operations professionals and foster a culture of innovation and excellence that improves AES (Allianz Engagement Survey) scores. Install a successful governance model within the MDDR local, regional & global operations teams, targeted at reaping the optimal benefits from MDDR Operations competencies. Be an ambassador of AzP and role model our values while creating a high-performance culture and teams
  • Supports the advancement of the Company’s capabilities by participating in and representing the Company at client, commercial, industry, and global meetings and events
  • Supports the acquisition of new, and the retention of current business, by participating in client meetings, visits, RFPs, renewals, presentations etc.

Key requirements/What you bring

  • 10+ years’ experience in running large operations in Insurance, Assistance or Banking industries
  • Strong knowledge performance management in call centres and claims departments, ideally in Mobile Device or Appliance Protection
  • Demonstratable experience of executing operational strategies across countries and cultures
  • Ability to interact fluently with senior management and clearly articulate your position
  • Capability to operate in a cross cultural environment and complex stakeholder framework
  • Ability to connect people, systems and processes
  • Strong client and customer service orientation
  • Fluent in English (German, French and Spanish as “nice to have”)

Key benefits/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.

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.