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Head of Operations, Easy Living

3 months ago

Brisbane, Queensland, Australia Allianz Partners Full time
23122 | Operations | Management | Non-Executive | Allianz Partners | Full-Time | Permanent

***
Location: Brisbane, Australia

Role Purpose:

The role is responsible for the management of all end-to-end functions associated with the management of all Easy Living & Home Assistance operations for Allianz Partners Australia.

The AzP Easy Living & Home Assistance works with Home Care, Insurance services, and the Government as target sectors, with products and services covering allied health, domestic assistance, home modifications, aids & equipment, and home maintenance.


The Head of Operations, Easy Living & Home Assistance is a people leadership role and responsible for the development of a productive team environment fostering commitment to the Allianz People Attributes, enhancing staff engagement and retention and empowering and developing people to deliver exceptional customer service every day.


The Head of Operations, Easy Living & Home Assistance will work with their direct reports to set the department's direction, and plan the service delivery model within the agreed budget and customer satisfaction targets.

This role will oversee the management of all customer serving staff and related support staff to achieve department goals and ensure operational excellence.


To meet all needs associated with Easy Living and Home Assistance services, this role is responsible for providing strong and consistent leadership across all facets of the function including but not limited to Contact Centre trends, relationship management, network and supply chain management and process optimisation.

This role will ensure contract obligations and relevant legislations including management and financial reporting is met.

Duties & Responsibilities include:

The key responsibilities include:

  • Key Project Deliverables
  • Revenue achievement from rapidly scaling Easy Living (€42m SGW over PD in 2024)
  • Successful program delivery for implementation of global CRM assets into AU Home Assistance (enabling projected revenue achievement)
  • Revenue achievement from implementing global CRM assets and growing home assistance services with insurance partner (€50m over PD in 2024)
  • Successful program delivery for Easy Living digitalisation (Auto dispatch, operating system automation and B2B2C platform implementation delivering improved profitability and an increased value proposition and retention tool)
  • Contact Centre Management & People Leadership
  • Oversee a Contact Centre team to ensure delivery of the highest level of customer service at the most efficient level across all platforms.
  • Develop a productive team environment fostering commitment to company values enhancing staff morale and development.
  • Develop a team that engages all staff and empowers leaders to embark on all levels of continuous improvement.
  • Work with business development and account management to ensure that the client and customer message and service delivery is seamless.
  • Oversee the management of staff attrition and absenteeism targets.
  • Ensure productivity is maximised in the services provided.
  • Strategic Growth & Transformation
  • To develop and implement the required operational systems, process and delivery platforms through annual operation plans to support the company's strategic direction, key projects, and objectives.
  • Health Services
  • Oversee the management of the Department of Veterans Affairs (DVA) Mobility and Functional Support program.
  • Ensure adequate provider and supplier coverage for the provision of these programs.
  • Review measures such as quality and timing of work completed; this includes evaluating progress, communication and performance management.
  • Trade Networks
  • Oversee management of trade networks and assist dedicated management and SMEs focussed on the growth of the Home Assistance business.
  • Work with Network managers to deliver on revenue and expense targets.
  • Risk Mitigation
  • Ensure processes and systems are in place within the departments to ensure that risk is mitigated for the organisation in relation to complex customer cases and escalated matters.
  • Customer Service Focus
  • Maintain a positive and strong customer focussed departments through ensuring department performance indicators are met.
  • Ensure the operational efficiency of the departments whilst ensure optimum customer service is provided.
  • Support the Sales division with key client pitches and relationship management when required.
  • Team Management
  • Provide guidance and leadership to team members working within the departments in order to achieve the key result areas of the organisation's strategic goals.
  • Act as a positive role model to all employees by always respecting individuals, working collaboratively, sharing experience and by being a mentor
  • Budget Management
  • Development and implementation of annual business plan, budget and achievement of agreed outcomes and key performance indicators for own Unit.
**As the suc