End to End Process Improvement Expert

• Strategy Development: Craft and implement a comprehensive end-to-end (E2E) process improvement strategy for the Operations department across MDDR/EL lines of business. Align this strategy with the organizational objectives of Allianz Partners, driving significant transformation and modernization efforts.
• Technology Integration: Evaluate, integrate, and leverage the latest automation and digitalization technologies to enhance customer journey and process automation, working closely with Allianz’s technical experts to ensure state-of-the-art solutions.
• Process & Customer Journey Optimization: Lead the optimization of target customer journeys and processes across all lines of business, focusing on maximizing productivity, simplicity, and overall operational efficiency.
• Data Analytics: Use data analytics to gain actionable insights into customer experiences and process performance. Identify improvement areas and support data-driven decision-making.
• Innovation: Foster a culture of innovation within the Operations department by encouraging creative solutions and continuous improvement through technological advancements and organizational strategies.
• Cross-Functional Collaboration: Work closely with various departments within Allianz Partners to ensure seamless integration of target journeys, processes, and operations projects across the organization.
• Change Management: Drive change management initiatives, ensuring the smooth adoption of new processes and technologies within the Operations department.
• Performance Monitoring: Establish and monitor key performance indicators (KPIs) related to process transformation. Provide regular reports and updates to Allianz Partners leadership.
• Training & Development: Develop and deliver “train the trainer” programs to enhance the skills and knowledge of the Operations teams, focusing on contact center and omni-channel excellence.
• Customer Experience Enhancement: Prioritize enhancing the overall customer experience by implementing both digital and non-digital initiatives, ensuring that all operations processes align with customer expectations.
• Risk Management: Identify potential risks associated with operational process transformations and implement measures to safeguard ongoing operations.
• Regulatory Compliance: Ensure that all customer journey and process implementations comply with Allianz Group’s standards, industry regulations, and relevant legal requirements.
• Project Leadership: Lead the collection, prioritization, and implementation of business requirements and operations projects across all platforms. Ensure strong, data-driven prioritization in collaboration with Operations and LOB leads.

• Expertise in Service Delivery: Proven experience in service delivery operations within the relevant lines of business, particularly in digital transformation and technology integration.
• Technical Proficiency: Demonstrated ability to deploy technology-driven solutions and effectively incorporate complex operational and technical constraints into process designs.
• Detail-Oriented Approach: Strong attention to detail, with the capability to produce clear, comprehensive documentation that incorporates multiple stakeholders and integrates process mapping concepts.
• Analytical Skills: Affinity with numbers and an ability to quantify impacts, translating abstract reductions into precise time savings, FTE improvements, and monetary values.
• Market Awareness: Ability to stay ahead of market trends in technology and creatively incorporate these into process improvement use cases.
• Communication Skills: Exceptional communication abilities, capable of engaging with stakeholders at all levels, from detailed technical discussions to high-level strategic conversations.

Allianz