Job Title – Quality Lead – UK and IE
Department – Operations support
Location – Croydon – Hybrid – 3 days in the office and 2 days at home + regular international travel to other group sites
The role:
The Quality Lead for UK/IE is placed within the regional quality organization and reports to the Regional Quality & Training Lead in Operations. The role is responsible for ensuring and enhancing the quality of services of the operation in the country including Quality process, Customer satisfaction, complaints and leakage. This position involves developing and implementing quality management strategies, overseeing quality assurance processes and fostering continuous improvement initiatives. The Quality Lead for UK/IE collaborates with the central quality team and cross-functional teams to establish and maintain Operations quality standards, meet regulatory requirements and drive a culture of quality throughout the organization. This role is essential in delivering high-quality outcomes, maintaining a high level of customer satisfaction in the region and drive the quality drivers awareness within the organization.
Primary objectives include on managing complaints, driving the quality assurance audits, monitoring and measuring of customer satisfaction levels (VoC/ NPS), identifying areas for improvements and implementing the initiatives aligned with the Group quality strategy, as well as the conducts OFR/ CFR to identify leakage and define improvements measures within the organization.
Hours:
Hours are 35 hours per week, Monday to Sunday 07;00 – 18:00. However, due to the nature of this role hours may vary in line with the needs of the business and may be subject to change.
Key Responsibilities:
- Quality (incl leakage and complaints) Strategy: participate to the development and implement in the country the quality management strategy
- Cross-Functional Collaboration: Collaborate with various departments of Allianz Partners to integrate quality measures into all aspects of the organization’s operations.
- Quality Culture: Drive initiatives within the team and various departments to promote a culture of quality.
- Quality Standards: Establish and maintain high-quality standards and ensure they align with industry best practices, group standards and local regulatory requirements and meet customer expectations.
- Quality Audits: Conduct regular audits to assess adherence to quality standards and identify areas for improvement. Agree and built corrective actions plans with various departments.
- Quality certification: Implement and drive ISO and other certifications at the local level.
- Quality Assurance: Planning, implementation and monitoring of quality assurance processes to ensure compliance with standards and regulations in collaboration with other departments.
- Quality Metrics: Establish and monitor key performance indicators (KPIs) related to quality, providing regular reports to the leadership of Allianz Partners.
- Customer Satisfaction: follow the VOC / NPS score focusing on enhancing customer satisfaction by delivering high-quality services and addressing quality concerns promptly and effectively, coordinate the launch of VOC within the region (new LoB, models, B-partner)
- Quality circles and B-Partner quality committee: implement and lead the necessary quality committees to follow the performance of quality indicators and implement action plans.
- Complaints management: roll-out and maintain a sustainable complaints management process enabling proper tracking and identification of improvement actions. Deliver contractual reporting for quality functions and ensure internal reportings and analysis are shared with internal stakeholders. Support the decision and the implementation of a Complaints management system.
- Complaints handling: receive, manage, and resolve complaints raised by customers, partners including opening an official complaints, acknowledging them, investigating the issues raised, taking necessary actions to address the concerns, and providing a resolution or explanation to the complainant.
- Continuous improvement: Drive initiatives for continuous improvement in services and processes, reduction of leakage and customer satisfaction through data-driven analysis and feedback mechanisms. Roll out and develop monthly quality committee meetings providing feedback loop to operations, sales, compliance and senior management within region. Ensure corrective actions are delivered and non-compliance issues are resolved on time
- Customer Feedback: Analyze customer feedback and complaints to identify opportunities for improvement and address quality issues. Integrate Feedback into quality committee process
- Leakage management: Establish OFC and CFR control measures. Track the leakage rate and savings within the region and implement the appropriate actions. Collaborate with various departments.
- Process Development: Lead the design, development, and continuous improvement of Quality Management processes to ensure efficiency, productivity, and operational excellence. Coordinate required pilots and provide recommendations if needed.
- Risk Management: Identify and reduce potential quality risks by initiating measures to prevent defects and errors within the processes of Allianz Partners.
- Documentation: Ensure proper documentation of quality processes, procedures and outcomes and in consequence facilitate transparency and accountability throughout the organization.
- Financial & Budget Management: Develop and manage the budget of Quality scope for the respective country.
- Team Leadership: 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. Be an ambassador of AzP and role model our values while creating a high-performance culture and teams.
About you:
Essential
- 10+ years’ experience in working with intercultural operations in insurance, assistance or banking
- Strong knowledge in quality and complaints environment
- Experience in executing large scale strategy with cross functions approach
- Understanding of the UK regulatory environment
- Strong customer satisfaction and process efficiency focus
- Ability to interact easily with senior management and clearly articulate your position
- Strong communication skills, team spirit and flexibility
- Ability to multitask and work remotely in an international environment
- Fluency in English
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.
