saint-ouen Work Opportunities ∙ Page 1

This role is within the Operations function within Allianz Partners, in Le Mans, ensuring service delivery for the Roadside Assistance (RSA) & Mobility Line of Business (LoB). Reporting to the Regional Head of Operations RSA & Mobility - France, you would be responsible for overseeing service delivery for RSA & Mobility for France markets. 

This senior position involves overseeing and optimizing all aspects of the Mobility (RSA) platform within the territory in scope, focusing on driving effectiveness & efficiency of the service delivery within budget, meeting operational KPIs & contractual SLAs, focusing on positive customer experience, proactive participation in tenders and strategic planning.

Key roles&repsonsibilities:

• Operational Excellence:
  • Responsible for day-to-day operations, adhering to cost targets by ensuring efficiency & productivity, delivering services in quality to achieve ambitious customer satisfaction targets, and compliance with regulatory standards within all markets under your scope. 
  • Steer operating rhythm to track performance on daily/weekly/monthly basis, be the point of escalation for your local operations for any performance deviations for all the markets under your scope 
  • Planning of contingency plans for peak season, unplanned volume spikes, events etc. (including backup workforce planning) to ensure operational service delivery and SLA compliance for all the markets under your scope
• Customer Experience:
  • Instill a customer-centric approach within the team, emphasizing the importance of meeting customer expectations.
  • Developing, sustaining, and enhancing the platform team with a concentration on customer-centricity to enhance feedback through the Voice of Customer (VoC) and mitigate the frequency of complaints. 
  • Use customer feedback through VoC to drive improvements in service delivery process
  • Ensure Country Platform Leader of Mobility (RSA) operations are continuously giving feedback to local WFM team to optimize resource utilization to ensure cost-effectiveness and productivity
  • Monitor quality assurance processes to ensure the delivery of high-quality services 
  • Work closely with other teams and departments to ensure a seamless service delivery proces
  • Find synergies across all teams to further optimize the operations activities, implement best practices from one market to another
• Team Leadership: 
  • Recruit, train, and mentor team members to ensure a skilled and motivated workforce
  • Foster a positive and collaborative team culture that encourages innovation and continuous improvement
  • Communicate the company's vision and strategy to the team, ensuring a shared understanding and commitment
  • Address challenges and obstacles that may arise in service delivery promptly and effectively
  • Encourage a problem-solving mindset within the team to resolve issues efficiently
  • Identify training needs within the team and provide opportunities for skill development
  • Promote employee engagement initiatives to maintain a positive and motivated team, address employee concerns and maintain a healthy work environment
• Financial Management:
  • Delivery quality service to end customers within budget
  • Develop & implement proactively levers to optimize operational costs within the scope 
     

What you bring