Head Of Operations Transformation And Support - Health

Allianz Partners

Job Description

Roles & Responsibilities

Desired Candidate Profile

The Head of Operations will lead the global Health Operations Transformation & Support agenda across 20+ countries. Standardise frameworks for Quality, CX, Training, WFM, TPA, and onboarding to scale consistency and impact. Accelerate an AI-enabled operating model using RPA, process mining, analytics, and intelligent knowledge tools. Partner with regional and global leaders to deliver measurable improvements in cost, quality, and customer experience

What You ll Do

• Develop, define and execute the global Operations Support strategy to ensure profitable growth and a strong market value proposition.
• Lead and manage multiple, diverse technical global teams.
• Responsibility for the global function s processes, performance, budget and FTE requirements.
• Design and implement the Global frameworks for Quality Controls, External TPA Management, Customer Experience and Complaints Management for all business lines (IPMI, PMI, TPA & Student) and markets.
• Lead on the global workforce management framework and KPI s to support all functional areas with insight to manage capacity planning.
• Globalise the Customer Experience programme across all Health LOB s with consistent insight measurement and follow up change programmes.
• Develop and manage a robust onboarding process for new clients. Engage with sales at tender stage and shape the tender commitments for service delivery.
• Be the operations senior lead for any external or internal audit across operations.
• Manage the operations IT project pipeline and be responsible for all interfaces with OM, Allianz Technology and other associated IT stakeholders and providers.
• Proactively investigate, collaborate and pursue opportunities for new and deeper approaches to automation and digital customer journeys.
• Be a catalyst for change: influence, lead and motivate across the function to enhance their quality and productivity output by implementing relevant business process change.
• Engage with and influence management colleagues in AP and the regional offices to ensure Health Operations delivers maximum benefit and is aligned to Health LOB and AP Operations strategic objectives.
• Address the needs of the wider stakeholders in the company, through ongoing communication and interaction.
• Collaborate on an ongoing basis with the data function to ensure that timely and adequate management reporting is visible and performance is in line with the operating plan.
• Drive and proactively monitor a consistent and coherent global governance framework.
• Assign quality standards worldwide, ensuring robust and efficient controls and quality standards are in place.
• Engage closely with other functions to advance business critical tasks including sales, organisational management, risk and finance.
• Continually benchmark best in class standards for Operations and drive change programmes to achieve these standards.