Head of Strategy - Richmond
3 weeks ago
Job summary
This is with Allianz Commercial an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.In Allianz Partner's (AzP) Operations division we have global verticalized operations division aiming to deliver AzP services to customers in the most effective manner delivering for quality and productivity indicators Our global teams foster innovation globalization optimal performance management and close monitoring of service delivery They work with regional and local operations teams bridging operations with global supporting functions acting as single point-of-contact ensure higher harmonization alignment Group targets standards Within Global Travel Operations Team Head Strategy Performance Sales Service Travel Operations provides strategic oversight all aspects contact center management driving transformational improvements automation operational efficiency customer satisfaction This role advises leaders ensure that contact centers managed focus efficiency customer service levels What Will You Do Strategic Leadership Define drive long-term strategic vision contact center operations globally ensuring alignment organization broader business objectives Spearhead initiatives enhance customer experience operational efficiency Process Improvement Develop consultation regional leaders processes improve customer experience increase efficiency Lead efforts analyze refine optimize processes eliminate inefficiencies reduce risk enhance customer experience Operational Excellence Support regional leaders developing maintaining efficient operating models optimizing resources workflows within contact centers Target setting In collaboration regional leaders establish KPIs servicing channels phone email chat SMS IVR including but not limited service levels quality cost customer associate experience respective budget Digital Transformation Drive digital initiatives enhance customer experience streamline operations integrate innovative technologies Performance Management Monitor evaluate performance contact centers Travel Operations ensuring targets met quality standards upheld Create community routines review KPIs foster communication sense openness discuss challenges solutions Stakeholder Engagement Serve senior liaison develop maintain close partnerships internal external parties various support teams Market Insights Stay abreast industry trends regulatory changes emerging technologies inform strategic decisions Escalation Management Work necessary global resources Operations Support Operations Steering areas ensure access performance data design performance management tools address areas concern impacting contact center performance Community Leadership Cultivate high-performance culture claims team providing executive oversight mentoring development for leaders at all levels Plan facilitate interactions consistent communication client product policy procedural information enhance contact center performance Cross-functional coordination Collaborate corporate partners other business units across world ensure alignment long term vision servicing influence appropriately What Will You Bring College DiplomaDegree coupled 7-10 years relevant experience ability manage strategic projects achieve strategic objectives Ability provide strategic thought leadership guidance other leaders Experience gained travel insurance industry preferred Ability think strategically forward 3-5 year time span develop strategies plans meet future-facing goals Strong technical skills using MS Excel PowerPoint Demonstrated ability build strong relationships all levels organization Demonstrated ability conduct research analyze data develop meaningful reports presentations wide variety audiences What We Offer Employees play integral part success business Appreciate each employees unique needs ambitions enjoy being part journey Empower encourage personal professional development control offering large variety courses targeted development programs Environment international mobility career progression encouraged Caring health wellbeing key priority us Build Work Well programs providing peace mind flexibility planning arranging better work-life balance
Job description
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