Head of Operational Performance

2 weeks ago

Brisbane, Australia Allianz Partners Full time

26900 | Operations | Management | Non-Executive | Allianz Partners | Full-Time | Permanent

***

**Head of Operational Performance (Analytics, Workforce, IT Vendor Management)**

Location: Brisbane, Australia

**Role purpose**:
Reporting to the Chief Operations Officer, the Head of Operational Performance will play a critical role in enhancing our organization by using data, analytics, workforce performance and the outsourced IT capability to drive both business and workforce optimisation strategies, increase automation, and enhance the customer experience across the Operations value chain. This role requires working alongside key stakeholders, collecting requirements, and producing deliverables in the form of reports, dashboards, or raw datasets that will be used to drive business decisions. As the key point of contact for the outsourced IT provider you will manage the day to day of contract requirements and SLA’s, and ensure services delivered to the business are of a high standard, meet the required performance thresholds, appropriate management of resources, service improvement, service quality, and customer satisfaction.

The role demonstrates thought leadership, manages complex data requirements, builds productive relationships, recruits and mentors staff as required, and collaborates with cross-functional teams.

**Key responsibilities include**:
**Performance Analytics**
- Partner with all Operations Departments and key functions within AP to develop and execute a robust strategy that integrates data and reporting into all aspects of the claims process
- Develop and lead a team of analysts, technical officers and workforce planners with the skills, capabilities, and passions necessary to successfully drive and sustain a data focused culture
- Defines, develops and provides insights, metrics and analysis to drive the decision-making process and supports Operations for internal and external customers
- Supports data-driven, statistical approach to problem solving, including gathering, analysing and reporting data
- Implement the Workforce Optimisation strategy to maximize service levels, minimize internal costs and drive high employee engagement relating to workforce planning

**IT Outsourced Services**
- Serve as the primary point of contact to the provider regarding overall and day-to-day service delivery
- Liaising with legal and procurement functions, ensure thorough understanding of the Master Services Agreement and appropriate provider adherence and delivery against it
- Establish and maintain effective Governance and forums including reporting;
- Ensure SLAs (service level agreements) and KPI (key performance indicators) as defined in the contract are met or exceeded; including
- Ensure robust and extensive incident and issue management
- Ensure that implementations and ongoing services are delivered on time and meet customer requirements by maintaining oversight over the schedule, risks, scope of work and budget;
- Ensure we understand the providers the full suite of capabilities and works with the wider team to achieve appropriate internal and external customer outcomes
- Liaise with Business Continuity Management function to understand and relay business requirements to AzTech in relation to disaster recovery
- Ensure regulatory obligations are met in relation to RG234, ensuring disaster recovery plans are in place and tested, at least annually
- Partnering with the Global and Regional Finance functions, monitoring of the run costs for Information Technology, undertaking initiatives, as required to manage the costs effectively, whilst ensuring services are maintained at an appropriate level.
- Act as the escalation point to Group for the business should AzTech performance issues, or opportunities for continuous improvement be identified
- Facilitate any audit requests through to AzTech, ensuring requirements are communicated in a timely manner and that deadlines are met.
- Ensure the timely reporting of any Risk or Compliance incidents, through the governance structures in place for each of these functions
- Work with the outsourced IT Vendor in the management of IT change across the organization

**Business Problem Solving**
- Solves complex data and reporting problems utilizing creative solutions and new perspectives
- Becomes an expert in assigned business processes, including upstream and downstream implications. Relates business process to financial performance measures and analysis.
- Supports and at lead process and data improvement initiatives
- Conducts research and analysis to quantify business opportunities and issues

**Reporting and Performance Management**
- Develops and executes a robust reporting and perforce management framework that consistently produces easily consumable data and insight across Operations
- Develop and maintain effective business relationships with key internal and external stakeholders across the business

**Stakeholder Management**
- Help manage inter

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