Head of Platform RSA

6 days ago

Gurgaon, Haryana, India Allianz Insurance Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job details

Maintains and improves contact center operations with focus on VOC, team satisfaction, and cost.Prior experience in handling large teams in 24/7 and 365-day processes, with ability to manage client engagement.Understands the life cycle of a Contact Center with experience in both inbound and outbound customer engagement processes.Develop and implement operational strategies aligned with the company's objectives.Ensure operational processes are customer-centric and enhance the customer experience.Lead initiatives to streamline operations and maintain high quality standards and compliance through Six Sigma and Kaizen.Focus on effectively managing and reducing cost per contact for the business through projects, automation, channel optimization, and technology integration.Foster a collaborative and inclusive team culture that promotes innovation and excellence, with focus on employee morale and engagement.Data-driven and data-focused with ability to manage high volumes of data.Coordinate and manage along with cross-functional teams to deliver excellence.Led and managed customer and contact center engagement with focus on digital channels of communication.Optimize data-driven insights for effective decision-making and strategic planning.Identify potential risks and develop mitigation strategies to ensure business continuity.Ensure compliance with all regulatory requirements and company policies.What you doMonitor and analyze key performance indicators (KPIs) to drive continuous improvement within the process.Mentor the team to drive employee performance consistently (customer service calls are answered in a timely, efficient, and knowledgeable manner).Robust governance with leadership team to discuss, review, and create action plans to ensure contact center objectives are achieved.Collaborate with internal and external stakeholders to ensure seamless delivery.Ensure compliance with all local and global standards as appropriate.Improve customer experience while engaging with inter- and intra-departmental teams.Ability to understand the financial aspects of the project and bring in cost-saving initiatives.Provide statistical and performance feedback and coaching on a regular basis.Respond diligently and ensure appropriate resolution to all employee-related concerns while focusing on long-term engagement and retention.Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.Demonstrate effective people-management skills: reduction in shrinkage & attrition, performance management, retention, and hiring of employees within the department.Manage and govern multiple projects simultaneously, ensuring timely and successful delivery.Identify areas for process optimization and implement solutions to enhance efficiency and effectiveness.Implement a continuous improvement culture with focus on process reengineering.Who you areExcellent communication skills with prior experience managing large teams.Ability to manage global stakeholders.Flexible to work in a 24/7 environment.Graduate in any stream; MBA preferred.Overall 20+ years of experience.Hands-on experience in managing financials related to contact center business.Must have deep understanding of domestic contact center business.Certified in Six Sigma methodology.Startup mindset; ability to build and operate at the same time.At ease with AI tools, ChatGPT, etc.

86137 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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. 

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Join us. Let's care for tomorrow.

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