Allianz

1 month ago

Manager of Assistance Operations H/F

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Lead the operational performance of Easy Living in Western Europe, ensuring what is sold to clients is delivered smoothly on the ground. Manage KPIs, staffing, and processes; coordinate with QA, training, IT, product, and suppliers; supervise managers and act as the operational relay to the Head of Operations. Drive action plans, optimize flows, and harness AI and data analytics responsibly.

Location: France

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Piloter au quotidien l’activité Easy Living : suivre les volumes, analyser les écarts de performance, proposer des plans d’actions au Head of Operations avant leur mise en œuvre.
•Dimensionner les équipes et le capacitaire (notamment en pics d’activité), veiller à la continuité de service en cas d’incident et garantir une prestation fluide de bout en bout.
•Mettre à jour et faire vivre les modes opératoires et la documentation de l’activité, en cohérence avec les engagements quantitatifs et qualitatifs contractualisés.
•Préparer et animer les Comités Client, en être l’interlocuteur principal et gérer les réclamations d’un point de vue opérationnel, en lien avec le service réclamations.
•Animer les réunions hebdomadaires avec les Superviseurs (KPI d’équipe, réclamations, bonnes pratiques), relayer les orientations du Head of Operations et s’assurer de la bonne mise en œuvre des plans d’actions.

Key Requirements

•Experience in operational management of service centers / customer relation centers with KPI management, action plans, and peak workload handling.
•Experience managing B2B or key/major accounts, preparing and leading committees, and handling contractual engagements and complaints.
•Strong customer relationship skills and familiarity with reporting tools, activity tracking, CRM or business tools; data-driven decision making.
•Proven experience managing managers of close supervisees (Superviseurs / Responsables Métier) including objective setting, regular feedback, and change management.
•Ability to operate in a complex, matrix-like organization with cross-functional interfaces (quality, training, IT, product, network/suppliers) and drive transversal topics.

Experience:InsuranceCustomer serviceB2BCall center

Education:Bachelor's

Skills:CommunicationLeadershipEmotional intelligenceAnalytical thinkingProblem-solving

Languages:FrenchEnglish

Tech Stack:AIMachine learningData analyticsCloudCRM

Company Brief

Allianz

Global insurance and financial services group offering property-casualty insurance, life and health insurance, asset management, and corporate risk solutions to individuals, businesses, and institutions across more than 70 countries.

Industry: Insurance

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Munich, Germany

Founded: 1890

Website LinkedIn

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Allianz

1 month ago

Manager of Assistance Operations H/F

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Location: France

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Piloter au quotidien l’activité Easy Living : suivre les volumes, analyser les écarts de performance, proposer des plans d’actions au Head of Operations avant leur mise en œuvre.
•Dimensionner les équipes et le capacitaire (notamment en pics d’activité), veiller à la continuité de service en cas d’incident et garantir une prestation fluide de bout en bout.
•Mettre à jour et faire vivre les modes opératoires et la documentation de l’activité, en cohérence avec les engagements quantitatifs et qualitatifs contractualisés.
•Préparer et animer les Comités Client, en être l’interlocuteur principal et gérer les réclamations d’un point de vue opérationnel, en lien avec le service réclamations.
•Animer les réunions hebdomadaires avec les Superviseurs (KPI d’équipe, réclamations, bonnes pratiques), relayer les orientations du Head of Operations et s’assurer de la bonne mise en œuvre des plans d’actions.

Key Requirements

•Experience in operational management of service centers / customer relation centers with KPI management, action plans, and peak workload handling.
•Experience managing B2B or key/major accounts, preparing and leading committees, and handling contractual engagements and complaints.
•Strong customer relationship skills and familiarity with reporting tools, activity tracking, CRM or business tools; data-driven decision making.
•Proven experience managing managers of close supervisees (Superviseurs / Responsables Métier) including objective setting, regular feedback, and change management.
•Ability to operate in a complex, matrix-like organization with cross-functional interfaces (quality, training, IT, product, network/suppliers) and drive transversal topics.

Experience:InsuranceCustomer serviceB2BCall center

Education:Bachelor's

Skills:CommunicationLeadershipEmotional intelligenceAnalytical thinkingProblem-solving

Languages:FrenchEnglish

Tech Stack:AIMachine learningData analyticsCloudCRM

Company Brief

Allianz

Industry: Insurance

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Munich, Germany

Founded: 1890

Website LinkedIn