Vista previa generada por IA
Join the Allianz team as Manager, Operation Transformation (APAC) in Kuala Lumpur – drive regional CX and operational excellence.
Leverage data, AI and process improvement to elevate policy onboarding, servicing, and claims across diverse markets.
Entity: Allianz SE Singapore Branch
#L1-RS1
Do you see helping others to grow, a way for you to grow too?
Responsible for steering improvements in operations processes and customer experience across Policy onboarding and servicing and claims functions. This is a regional role and accountable for driving, monitoring and delivering the following topics within Regional Operations space:
Performance management of key operational KPIs/metrics across Policy Management and Claims functions, in the region to identify current maturity and improvement areas.
Identify region-wide and country specific initiatives to improve customer experiences and best in class service levels within different local markets (operating entities) and support local markets in execution and monitoring the benefit realization/value generation
Support developing CX regional roadmap and accordingly work with countries to set ambitious targets for Key Operational KPIs to drive the region towards the same.
Develop and manage CX communities of experts for future trend awareness, best practice sharing etc
You’ll be responsible for:
- Improve CX metrics across all journeys of Onboarding, Servicing and Claims
- Leverage data analytics to provide insights into operational performance and support decision-making.
- Define top-down CX and Operational metrics targets by leveraging external benchmarks and best-in-class practices to establish high-level goals for the region and Operating Entities (OEs).
- Collaborate with OEs to refine baselines, validate, and agree on targets that align with the regional commitments outlined in the Strategic Development (SD) plan.
- Partner with OEs to identify initiatives through in-depth process and data analysis to achieve best in class service levels and good customer experience.
- Implement transparent benefit tracking mechanisms to monitor progress and guide necessary course corrections.
- Ensure alignment with Marketing and distribution to ensure customer engagement is improved along with customer fulfillment to drive holistic CX improvement.
- Ensure functional alignment with other transformation initiatives to support customer experience (CX) objectives.
- Analyse and support Countries to redesign operational workflows to enhance efficiency, reduce costs, and improve service delivery.
- Implement best practices and innovative solutions to streamline operations and support business growth
Important to your success:
- 5+ years of insurance industry experience, ideally both for General and Life
- Hands on experience working in process improvement for operations functions, eg. UW and Policy Management, Claims.
- Experienced in creating user stories, Business requirements, flow diagrams
- Proven experience in Business Analysis for digital transformation or AI/Chatbot projects.
- Ability to collaborate effectively with UI/UX teams for hybrid conversational journeys.
- Familiarity with insurance domain (Life and/or P&C) and policy servicing processes.
- Excellent stakeholder management and workshop facilitation skills.
- Strong sense of ownership and ability to drive customer-centric solutions.
- Ability to leverage AI tools like ChatGPT to enhance sales strategies and improve customer satisfaction.
General skills:
- Skilled at collaborating with a variety of internal and external stakeholders (example Vendors)
- Good communication, presentation skills and can interact with senior management
- Experienced in Project Management.
- A team player and able to manage the relevant stakeholders and ensure timely compilation of deliverables.
- Meticulous, with an eye for details and hands on person.
Good to have skills:
- Experienced in running digital tansformation in insurance preferably AI projects.
- Hands on experience with tools like PowerBI, Excel, Jira, Sharepoint etc
- Understanding of regulatory compliance in insurance across multiple markets.
- Exposure to multi-country projects with phased delivery timelines.
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.