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Allianz Partners · 4 days ago

Head of Strategy & Performance Sales & Service, Travel Operations

Richmond, VA

Full-time

Hybrid

Director/Executive

7+ years exp

Allianz Partners is a leading insurance and asset management company, and they are seeking a Head of Strategy & Performance Sales & Service for their Global Travel Operations Team. This role involves providing strategic oversight of contact center management, driving improvements in operational efficiency and customer satisfaction.

FinanceFinancial ServicesInsurance

Responsibilities

Define and drive the long-term strategic vision for contact center operations globally , ensuring alignment with the organization's broader business objectives

Spearhead initiatives that enhance the customer experience, and operational efficiency

Develop in consultation with regional leaders processes to improve customer experience and to increase efficiency

Lead efforts to analyze, refine, and optimize processes to eliminate inefficiencies, reduce risk, and enhance customer experience

Support regional leaders in developing and maintaining the most efficient operating models, optimizing resources and workflows within contact centers

In collaboration with regional leaders establish KPIs for all servicing channels (phone, email, chat, SMS, IVR) including but not limited to-service levels, quality, cost, customer and associate experience within respective budget

Drive digital initiatives to enhance customer experience, streamline operations, and integrate innovative technologies

Monitor and evaluate the performance of the contact centers with Travel Operations, ensuring targets are met and quality standards are upheld

Create community and routines to review KPIs, foster communication, and sense of openness to discuss challenges and solutions

Serve as the senior liaison to develop and maintain close partnerships with internal and external parties, and various support teams

Stay abreast of industry trends, regulatory changes, and emerging technologies to inform strategic decisions

Work with necessary global resources in Operations Support and Operations Steering areas to ensure access to performance data, and design of performance management tools to address areas of concern impacting contact center performance

Cultivate a high-performance culture within the claims team, providing executive oversight, mentoring, and development for leaders at all levels

Plan and facilitate interactions to ensure consistent communication of customer, product, policy or procedural information to enhance contact center performance

Collaborate with corporate partners including other business units across the world to ensure alignment with long term vision for servicing and influence as appropriate

Qualification

Strategic LeadershipProcess ImprovementDigital TransformationPerformance ManagementTravel Industry ExperienceMS ExcelMS PowerPointStakeholder EngagementData AnalysisCross-functional CoordinationRelationship Building