MGCC Adjoint.e au 'Head of Operation'

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Job Level: Professional

Location: Brussels, BE, 1210

Area of Expertise: Customer Services & Claims

Unit: Allianz Partners

Employing Entity: Allianz Wordwide Partners

Job Type: Full-Time

Remote Job: 100% on-site

Employment Type: Permanent

ID: 45473

Position Cluster: Non-Executive

Allianz Partners is the world leader in travel insurance, roadside assistance and personal services, every day is a new opportunity to make a difference.

We are proud of our 17,000 employees spread across 6 continents in 34 countries and speaking 40 languages. For as many different scenarios as there are people, we’re here to help our customers out of difficult situations, throughout the world, around the corner, or even in their home. By caring about people, Allianz Partners fosters a culture where its employees are empowered to collaborate, push the boundaries and challenge the industry.

The Allianz Partners Medical Assistance Team is responsible for the provision of 24/7 emergency medical support and assistance services for our clients and customers anywhere in the world.

WHO ARE WE LOOKING FOR ?
>> Based in Brussel
>> Remote work IS NOT Possible
>> Qualified Support role for the Head of Operations
>> DUTCH mandatory for this function

The MGCC Deputy (understands support role) for the Head of Operation at Allianz Partners is a key member of the operations leadership team, responsible for overseeing and providing operational support for the provision of services to our clients and customers worldwide.

This person will play a critical role in managing and coordinating operational activities to ensure that all customers receive exceptional support and assistance relevant to their individual needs.

On a daily basis, it means participating in global operational meetings, in close cooperation with the Head of Operations (N+1), being involved in making critical decisions regarding complex operational activities, participating in building the operational strategy and its deployment, preparing some strategic presentation and analysis.

Additionally, the Deputy will help foster and build industry relations, participate in cross-functional teams, and manage external providers as needed to ensure the smooth delivery of operational services.

Org Chart = Operational Teams > Team Leaders > Deputy > N+1, Head of Operations > N+2 Head of Operations and Medical team (MGCC).

WHICH KEY RESPONSIBILITIES ?
Operational Case Management

• Provide high-level operational support to the operations team;
• Lead the daily review of open critical cases with TL to ensure appropriate actions are being taken;
• Participate in complex case management as per our escalation matrix;

The Deputy Head of Operations will, in conjunction with the operational teams, be on call and make final decisions regarding complex operational activities.

• Assist in the organization of complex operational activities;
• Secure operational risk on logistic recommendations and ensure optimal operations;
• Manage operational team and ensure quality and compliance to guidelines Client Services / Onboarding of new business support;
• Assist the team in preparing communication on processes and organization impacting the operational area;
• Attend client meetings;
• Handle escalated client inquiries ensuring client satisfaction;
• Provide operational input to consolidate Allianz Partners position and communicate with clients, Operational and Medical teams on specific cases;
• Provide operational expert reports to support the evaluation and defense of legal claims made as part of any dispute.

Management of operational team

• Manage a team of expert;
• Management responsibilities include (but are not limited to) recruitment, training, ensuring business continuity, and adherence and compliance to processes and best practices;
• Participate in the operational training of case managers and frontline agents to ensure efficiency and appropriate communication with end customers.

WHAT QUALIFICATIONS AND EDUCATION REQUIREMENTS ?

• Previous experience in Assistance - Medical context – large international teams – people management would clearly be an asset;
• Ability to analyze metrics, identify opportunities, and translate metrics into actionable plans;
• Demonstrated ability to build strong relationships at all levels of the organization;
• Demonstrated ability to effectively lead people, get results through others and provide coaching/constructive feedback;
• Ability to engage and transfer knowledge to all parties in a manner that supports adult learning principles, a collegiate exchange of ideas and treats all participants with mutual respect;
• An intuitive thinker – able to adapt and tailor communications to appropriate audiences;
• Proven effective written communication skills;
• Stress Tolerance: ability to cope with stress under pressure, manage stress positively, to use means to reduce stress at work;
• Language required: English fluent, French/Dutch highly recommended, any other language will be highly appreciated;
• IT Skills : Excel, PowerPoint, able to make clear presentation, to analyze and work with complex data.

WHAT DO WE OFFER ?
An exciting, multilingual and multifaceted job in a solid company located in the heart of Brussels near the North Station and :

• Enthousiastic and dedicated people;
• A role which makes sense;
• A permanent, full-time contract;
• A coherent development plan and salary package complemented by a bonus, numerous extra-legal benefits such as meal vouchers, travel allowance, group and hospitalization insurance and discounts at our partners.

45473 | Customer Services & Claims | Professional | Non-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.

Great to have you on board. Let's care for tomorrow.