JOB DETAILS / ROLE PURPOSE

Reporting to the Business Partner & Product Configuration Manager, the Business Partner & Product Configuration Specialist is responsible for the timely and accurate delivery of Business Partner & Product Configuration activities including but not limited to client, agent and agency setups for all lines of business for Australia and New Zealand. In addition to BAU activities, the role will be heavily focused on supporting projects with data entry, system testing and other activities to meet requirements.

KEY RESPONSIBILITIES

Deliver and Support Daily Business Partner & Product Configuration Activities

• Work collaboratively with external customers and stakeholders to accurately deliver partner, client and agency set-ups, updates and changes as required
• Maintain the team inboxes to ensure all enquiries are addressed in accordance with Service Level Agreements (SLAs) and oversight is maintained of work in progress
• Deliver on high volume requests such as International Health (IH) requests, Roadside Assistance (RSA) dealer and vehicle updates, and Electronic Manual (EM) administration requests.
• Manage Fulfilment activities including content approvals and liaising with mail house to ensure partner correspondence is set up, changed and running effectively
• Contribute to the development, review and continuous improvement of all processes and associated documentation to ensure control strengthening across the team
• Actively identify and manage risks and issues ensuring these are escalated for resolution when appropriate

Customer Service and Stakeholder Management

• Ensure that all stakeholders are clear on the tasks and timelines for delivery required from them to support onboardings, off boardings and changes on time and to the required standards
• Provide an exceptional customer experience for both internal and external stakeholders with a solution focused approach to all requests and tasks
• Proactively anticipate customer and stakeholder needs, providing status updates and seeking feedback to continuously improve support provided
• Promptly resolve customer and stakeholder complaints in a sustainable way to ensure key learnings are captured and acted upon

Workflow and Reporting

• Ensure all onboardings, maintenance activities and off boardings are delivered to agreed process timeframes
• Effectively prioritise activities and workflow to ensure timely support is provided to internal and external customers
• Fulfill regular reporting requirements on activities to provide valuable information to internal and external customers and stakeholders

Project Contribution

Provide support to the wider business by contributing to programs of work and projects

• Contribute to critical project delivery activities on behalf of the Business Partner & Product Configuration team including, but not limited to, data entry, system updates and system testing

PROFILE KEY REQUIREMENTS

Knowledge and Experience

• The ability to quickly learn and apply systems knowledge is essential
• Experience using MIDAS, JIRA and Confluence is desirable
• A strong understanding of the Allianz Partners business and our partners is desirable

Organisation and Time Management

• Displays excellent attention to detail and accuracy, and has the ability to analyse information to identify problems and develop appropriate solutions
• Demonstrates strong organisational and reporting skills, maintaining continual control over the job duties delegated
• Demonstrated ability to work under pressure including the ability to achieve outcomes, prioritise work, meet deadlines, and retain personal motivation and tolerance.

Professionalism and Problem Solving

• Proven high level of professionalism, maturity and candour in daily work ethic.
• Ability to use judgement, initiative and common sense to solve problems and find solutions
• Ability to think laterally and manage required systems and processes holistically

Customer Service and Team Work

• Demonstrates customer focus, and possesses the energy and tenacity required to succeed in a challenging and rewarding environment
• Proven ability to work effectively as part of a team supporting others to achieve team orientated outcomes
• Demonstrated ability to operate autonomously using initiative, sound reasoning, listening and decision making skills.
• Ability to effectively communicate both verbally and in writing with people at all levels of the business
• Ability to manage and influence stakeholders effectively to ensure effective delivery of outcomes