Head of Contact Center - Operations Roadside Assistance, Saint-Ouen

Allianz Trade est le leader mondial de l’assurance-crédit, et un expert reconnu dans les domaines de la caution, du recouvrement, du financement structuré et du risque politique. Depuis plus d’un siècle, nous aidons les entreprises à anticiper les risques, à agir avec rapidité, à prendre des décisions éclairées et à croître en toute sécurité.

Basés à Paris, nous sommes présents dans plus de 50 pays avec 5 500 employés

Tasks

Operational Excellence:

• Responsible for day-to-day operations, adhering to cost targets by ensuring efficiency & productivity, delivering services in quality to achieve ambitious customer satisfaction targets, and compliance with regulatory standards within all markets under your scope.
• Steer operating rhythm to track performance on daily/weekly/monthly basis, be the point of escalation for your local operations for any performance deviations for all the markets under your scope
• Planning of contingency plans for peak season, unplanned volume spikes, events etc. (including backup workforce planning) to ensure operational service delivery and SLA compliance for all the markets under your scope

Customer Experience:

• Instill a customer-centric approach within the team, emphasizing the importance of meeting customer expectations.
• Developing, sustaining, and enhancing the platform team with a concentration on customer-centricity to enhance feedback through the Voice of Customer (VoC) and mitigate the frequency of complaints.
• Use customer feedback through VoC to drive improvements in service delivery process
• Ensure Country Platform Leader of Mobility (RSA) operations are continuously giving feedback to local WFM team to optimize resource utilization to ensure cost-effectiveness and productivity
• Monitor quality assurance processes to ensure the delivery of high-quality services
• Work closely with other teams and departments to ensure a seamless service delivery proces
• Find synergies across all teams to further optimize the operations activities, implement best practices from one market to another

Team Leadership:

• Recruit, train, and mentor team members to ensure a skilled and motivated workforce
• Foster a positive and collaborative team culture that encourages innovation and continuous improvement
• Communicate the company's vision and strategy to the team, ensuring a shared understanding and commitment
• Address challenges and obstacles that may arise in service delivery promptly and effectively
• Encourage a problem-solving mindset within the team to resolve issues efficiently
• Identify training needs within the team and provide opportunities for skill development
• Promote employee engagement initiatives to maintain a positive and motivated team, address employee concerns and maintain a healthy work environment

Financial Management:

• Delivery quality service to end customers within budget
• Develop & implement proactively levers to optimize operational costs within the scope

Profile

• +10 years of experience in running claims, operations, or similar function
• Proven experience in a senior leadership role within Assistance Operations, preferability within RSA business, managing call centers, service network, back-office activities
• Hands on experience in managing large complex local operations
• Experience in adaption and maturing the platform on digitalization and automation
• Ability to lead customer delivery through local and remote (offshored) teams
• Customer centric mindset
• Strong people management skill, experience working with cross functional teams
• Experience in people management like development plan, attrition, conflict management, etc
• Excellent communication and interpersonal abilities, comfortable interacting with Top management
• In-depth knowledge of local assistance regulations and market trends.
• Fluency in English and country’s local language is mandatory