Operations Manager - Customer Experience

Operations Manager - Customer Experience

The Operations Manager Customer Experience will oversee and direct geographically dispersed teams, developing and implementing strategies to enhance efficiency, productivity, and employee engagement, and ensuring effective communication and issues resolution across Australia, New Zealand and offshore teams in India.

This position will oversee the daily operations of the General Enquiries, Sales and Complaints teams. The role is responsible for supporting the Customer Experience team to deliver an outstanding level of service and effective complaints handling across all travel lines of business within a regulated industry environment. It holds responsibility for assisting in a centralised complaints process, generating insight to improve customer outcomes.

Leading diverse teams to core objectives whilst driving engagement levels to secure and maintain a positive workplace culture. The role will lead, develop and support the department Team Managers/Leaders. This role will ensure compliance with the licensing requirements under the Corporations Act 2001, General Insurance Code of Practice, contract obligations and relevant legislations including management and financial reporting.

Reporting to the Head of Platform Travel & Medical Services AU & NZ, this position plays a key role in implementation of key global initiatives in Travel and Medical Operations.

Key responsibilities/What you do:

Team Management & Leadership:

• Lead and manage high performing teams across multiple locations, fostering a culture of collaboration, innovation and excellence, ensuring seamless communication and alignment across geographically dispersed teams to drive business outcomes and shared goals
• Provide guidance and leadership to team members working within the department
• Support the leadership team in trouble shooting on complex cases and escalation of complaints.
• Support and empower team leaders to determine measures and drive measurable results in key performance areas.
• Act as a positive role model to all employees by always respecting individuals, working collaboratively, sharing experience and by being a mentor.
• Manage team performance individually and as a group, as required to ensure KPI achievement and maintenance of professional standards within the Industrial Instrument relevant to your team members
• Ensure key positions are always risk managed to prevent skill / knowledge gaps in teams.
• Ensure appropriate strategies to assist retention in team.
• Ensure that the team is adequately resourced with the appropriate skills and experience.

• Develop & implement coaching, performance & behavioural improvement, & career development plans with each member of your leadership team for succession planning. -annual performance appraisals.
• Working with the Workforce Management team, ensure the effective utilisation & allocation of team resources to maximise productivity & service outcomes.
• Effectively support the team by being the on-call escalation point, 24/7.

Strategic Growth

• To develop and implement the required operational systems, process and delivery and objectives.
• Transform operational processes to ensure greater digitalisation and management of the claims processes.
• Implement initiatives to drive operational efficiency and external cost control.
• Build strong relationships & work collaboratively with other members of the Operations leadership team to deliver consistency in culture, service delivery & process implementation across the business.
• Support on boarding of new clients and other new business which supports business strategy.

Reporting

• Ensure agreed deadlines are adhered to at all times for reporting and implementations.
• Prepare strategically focussed reports for senior management as required that identify potential opportunities, threats and risks.
• Prepare product presentations, proposals and reports.

Customer Service

• Oversees IDR and EDR Complaints and disputes referred in accordance with Allianz Partners complaint handling policy, to ensure we are in line with appropriate regulatory and legislative requirements.
• Provide an exceptional customer experience for both internal and external stakeholders with a solution focused approach to all requests and tasks using analytical thinking and good judgement.
• Awareness of cultural differences and the ability to identify and assist complainants who need additional assistance
• Liaises with complainants in a sensitive and appreciative manner.
• Keeps accurate and comprehensive statistics and records, reports complaints and privacy results and provides immediate feedback to relevant areas when necessary for service delivery improvement.
• Reinforce and educate service terms and conditions to resolve and mitigate future disputes.

Stakeholder Management

• Develops meaningful relationships with all internal and external stakeholders across all levels.
• Negotiates and influences at senior level, developing a strong understanding of stakeholder current and future requirements.

Risk & Compliance

• Adhere to the risk management and compliance obligations relevant to each position and comply with policies, processes and training requirements.
• Report and escalate risk and compliance related concerns, issues and failures to management.
• Identify, document and communicate risk and compliance exposures including fraud and corruption in operational areas or departments
• Integrate compliance obligations, risk assessment and the risk management process into business practices
• Demonstrate leadership and commitment to a safe working environment ensuring all workplace health and safety initiatives are clear to all team members
• Behave as required by the Company’s Policies and Procedures, Code of Conduct and values (connected, responsible , trust, excellent, caring)
• Ensure that all business proceedings are conducted in a manner which is professional, legal and ethical
• Ensure adequate controls are in place to prevent, detect and mitigate fraud and corruption risks
• High level understanding and knowledge of RG271, consumer protection laws relating to financial products and services, AFCA approaches and relevant industry codes of practice

Key requirements/What you bring

Skills and Experience

• Minimum of 5 years contact centre leadership experience.
• Experience in leading geopraphically dispersed teams
• Demonstrated ability to be highly motivated and operate with little supervision using initiative, sound reasoning and strong listening and decision making skills.
• Demonstrated ability to deliver results in a high pressure fast paced professional services environment.
• Possesses excellent verbal, non-verbal and written communication skills when dealing with all levels of staff throughout Allianz Global Assistance as well as individuals external to the organisation.
• Displays exceptional attention to detail and 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

Increased Responsibility

• The drive and ability to take on increased responsibilities over a period of time.
• Problem Solving & Decision Making Skills
• Able to make decisions swiftly and put decisions into practical use.
• Ability to interrogate a problem and develop processes that engage and educate staff

Professional

• Proven high level of professionalism, maturity and candour in daily work ethic.
• Demonstrated ability to work under pressure including the ability to achieve outcomes, prioritise work, meet deadlines, motivate staff, and retain personal motivation and tolerance.
• Approach, affable and confident.
• Act as a positive role model to all employees by always respecting individuals, working collaboratively, sharing experience and by being a mentor.
• Demonstrated strong time management and organisation skills with a high attention to

detail and excellent written and verbal communication skills.

Communication

• Ability to communicate, influence and build effective relationships at all levels of the business
• An intuitive thinker able to adapt and tailor communications to appropriate audiences
• Proven written and verbal communication skills
• Demonstrated experience with the ability to clearly and simply communicate complex issues and help a team understand the link between their roles and the bigger picture
• Proven strong negotiation and conflict resolution skills
• Able to work autonomously and with others
• Demonstrated ability to operate autonomously using initiative, sound reasoning, listening and decision-making skills.
• Proven ability to work effectively as part of a team.
• Ability to work in a fast paced, challenging and consistently changing environment

80654 | Operations | 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.
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