Global Service Delivery & Transition Lead

What you do

The Global Service Delivery and Transition Lead for TRAVEL is responsible to ensure seamless global service delivery and efficient transition process for all platform operations of TRAVEL Line of Business at every GSD. This strategic role will report directly to the Global Head of Service Delivery and requires strong leadership, collaboration and ability to accelerate offshoring for TRAVEL Operations while ensuring optimization of processes/ cost, customer satisfaction, successful transitions / knowledge transfer and ultimately contribute to the growth and success of GSD organization.

This role is focused on driving effectiveness and efficiency of the operational processes across all GSDs centralizing all the activities within TRAVEL Line of Business.

Key Responsibilities:

Service Delivery Management:

• Oversee and enhance the E2E service delivery for TRAVEL operations for the Business Units we are serving in GSD.
• Implement and monitor service level agreements to meet or exceed B-Partners expectations.
• Establish cross GCC/GSD operating rhythm across TRAVEL Line of Business to track operational performance on daily/weekly/monthly basis with appropriate escalation to seek management attention with Zero Surprise approach and ensure proactive action to address these escalations.
• Ensure to meet all targets based on roll out of digital tools into a run mode for all the Business Units in scope.
• Participate in various global / local or LoB level meetings to represent GSD and provide updates/ action plans as necessary.
• Work with Lob operations teams (esp. Platform heads of sending BU s), Global WFM and others as necessary for efficient peak season and PD planning.
• Own responsibility to ensure PD targets are met for TRAVEL Lob for planned FTE s in GSD

Transition Management:

• Ensure to follow GSD transitions tool kit and RACI model agreed with LoB
• Collaborate and work closely with sending BUs to develop efficient transition plans and successful pilots and go live at GSD
• Lead the planning and execution of transition for new projects in the TRAVEL Line of Business and ensure to adhere to toll gate timelines.
• Collaborate with cross functional teams to ensure smooth knowledge transfer and onboarding of new processes.

Performance optimization and remediation:

• Continuously identify opportunities for process improvement and operational efficiency
• Implement best practices to enhance the quality and effectiveness of GSD delivery.
• Implement global service standards and optimize delivery processes.
• Proactive tracking of performance KPIs and identification of early alerts in deterioration of key metrics.
• Work closely with local teams for remediation actions and lead the execution together with Implementation team in GSD.
• Ensure best practices sharing between BUs and GSDs.
• Align with WFM, sending BUs and GSDS to proactively ramp up and ramp down based on planning and peak seasons.

Stakeholder collaboration:

• Establish and maintain strong relationships with Key stakeholder (Head of OPS for TRAVEL, Head of TRAVEL, Sending BU platform heads)
• Act as a primary point of contact for TRAVEL LoB related discussions and escalations

Risk Management:

• Proactively identify and mitigate risks associate with service delivery and transitions.
• Develop and implement contingency plans to ensure business continuity.

What you bring

• 12 -15 years of experience in service delivery and transition management preferably withing insurance industry.
• Proven track record of successfully managing global teams and deliver high- quality services.
• Strong project management skills with a focus on delivery excellence. Certification in Project Management would be a plus.
• Excellent communication and interpersonal skills to effectively engage with diverse stakeholders.
• Analytical mindset with the ability to drive data and decisions.
• Ability to interact with senior level management.
• Strong customer orientation and ability to design processes from a customer perspective.
• Experience in TRAVEL insurance or related financial services.
• Assistance Operations: call center services, service network, back-office activities
• Process management and operational controls
• Data Analytics, reporting, BI, data mining
• Relevant technology skills: voice-bot, chat-bot, claims automation, AI, RPA and others.
• University Degree
• Fluency in English, knowledge of additional European language like German / French will be a plus.

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

52215 | Operations | Professional | Allianz Executive | Allianz Partners | Full-Time | Permanent

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.