Operations Quality project manager (m/f), Paris

Die Allianz Gruppe gehört zu den größten und renommiertesten Finanzdienstleistern der Welt und bietet ein internationales Netzwerk bekannter Marken mit erstklassigen Produkten. Vor allem streben wir nach Spitzenleistungen in unserem Alltag - das heißt, in den Beziehungen zu unseren Kunden, unseren Aktionären, unseren Mitarbeitern und zur Gesellschaft. Die Allianz Gruppe ist für über 76 Millionen Kunden in rund 70 Ländern tätig.

Als verlässlicher Partner verwaltet Allianz Global Investors Vermögen in allen wesentlichen Anlage-klassen und -regionen. Unsere Experten sind in 19 Märkten weltweit vertreten, mit umfassender Prä-senz in Europa, den USA und in Asien. Mit rund 650 Anlagespezialisten deckt unser Investment-Ma-nagement alle wichtigen Finanz- und Wachstumsmärkte der Welt ab. Erstklassiger Service vor Ort sorgt dafür, dass die globale Expertise beim Kunden ankommt.

Missions

The Quality & intercompany cases management Project Manager will be involved in the following activities:
Act as Quality responsible for Global contracts/FOS:

Complaint Management

• Act as a reference point for FoS complaints received by the GCC, MGCC, BU, External Providers/Third Party Administrators and provide support / advice where required.
• Assume ownership of these cases whilst ensuring the appropriate levels of management are aware of any high profile, legal or contentious issues.
• Where appropriate, approve amount of goodwill to be offered on severe / escalated cases (authority limit €TBC)
• For escalated complaints, work alongside AGAE Legal & Compliance with a view to resolving these cases professionally, promptly and fairly.

Complaint reviews & feedback

• Conduct annual complaint reviews of cases managed by the GCC, MGCC and BU to ensure they are being managed in accordance with the FoS complaints handling guidelines
• Conduct annual complaint reviews of all cases managed by External Providers/Third Party Administrators to ensure they are being managed in accordance with the FoS complaints handling guidelines
• Provide complaint review feedback to the relevant teams.
• Produce complaint review reports detailing any areas where improvements have been identified and actions/timeframes agreed to address these areas.
• Track all complaint review actions and chase for updates as/when required.

Complaint reporting & root cause analysis

• Collate monthly FoS complaint reports and circulate to key stakeholders (AGA Europe Legal & Compliance, Group Operations, Underwriting, Sales etc.)
• Collate ad-hoc reporting covering specific FoS contracts and/or LoB’s.
• Conduct detailed root-cause analysis of all FoS complaints by LoB and organise meetings with other functions. to document next steps/actions to address any systemic failure.

NPS tracking & reporting

Collate monthly NPS results & distribute to key stakeholders (Group Operations, Sales etc.)
Ensure that any systemic issues identified from the customer satisfaction survey process are included in root cause analysis
Work with the relevant platforms to define a clear action plan to address gaps

• Ensure Global Quality excellence is implemented within business units:
  -Define quality guidelines and communicate them across the group
  -Ensure quality teams are organized according to AZ Target Operating Model

• Play the role of Group intercompany key point of contact:
  -Ensure Intercompany guidelines are communicated and understood by BUs
  -Support BUs if any questions related to intercompany cases

Support on any other ad hoc request (e.g. supporting documentation for Management meeting) or initiative related to Operations in the Business Architecture team.

Profile

• Prior Operations work experience
• Ability to work in a matrix mode with different functions (Sales, Market Management, Organizational Management, etc. )
• Ability to produce high quality deliverables, attention to detail
• Comfortable in a changing environment, where ability to react and handle short-notice requests is expected
• Fluency in English required, German/French or Spanish a plus
• Ms Excel & PowerPoint skills required