Customer Service Operations Lead

Job Overview

The Operations Manager oversees and directs geographically dispersed teams, developing strategies to enhance efficiency and productivity. The role is responsible for effective communication and issue resolution across Australia, New Zealand, and offshore teams in India.

This position oversees daily operations and supports the Customer Experience team to deliver an outstanding level of service. It holds responsibility for assisting in a centralized complaints process, generating insights to improve customer outcomes.

Reporting to the Head of Platform Travel & Medical Services AU & NZ, this position participates in key global initiatives in Travel and Medical Operations.

• Lead high performing teams across multiple locations, fostering collaboration and innovation. Ensure seamless communication and alignment across geographically dispersed teams to drive business outcomes and shared goals
• Provide guidance and leadership to team members working within the department
• Support the leadership team in troubleshooting complex cases and escalation of complaints
• Support and empower team leaders to determine measures and drive measurable results in key performance areas
• Act as a positive role model to all employees by always respecting individuals, working collaboratively, sharing experience, and being a mentor
• Manage team performance individually and as a group, ensuring KPI achievement and maintenance of professional standards
• Ensure key positions are always risk managed to prevent skill/knowledge gaps in teams
• Ensure retention strategies are implemented to prevent employee turnover
• Ensure the team is adequately resourced with the appropriate skills and experience
• Develop coaching, performance, and behavioural improvement plans with each member of your leadership team for succession planning and annual performance appraisals
• Work with the Workforce Management team to ensure effective utilization and allocation of team resources to maximize productivity and service outcomes
• Be an effective on-call escalation point 24/7
• To develop and implement operational systems, processes, and delivery objectives
• Transform operational processes to ensure greater digitalization and management of claims processes
• Implement initiatives to drive operational efficiency and external cost control
• Build strong relationships and work collaboratively with other members of the Operations leadership team to deliver consistency in culture, service delivery, and process implementation across the business
• Support onboarding of new clients and other new business which supports business strategy
• Ensure agreed deadlines are adhered to at all times for reporting and implementations
• Prepare strategically focused reports for senior management as required that identify potential opportunities, threats, and risks
• Prepare product presentations, proposals, and reports
• Oversee IDR and EDR Complaints and disputes referred in accordance with Allianz Partners complaint handling policy, to ensure we are in line with appropriate regulatory and legislative requirements
• Provide an exceptional customer experience for both internal and external stakeholders with a solution-focused approach to all requests and tasks using analytical thinking and good judgment
• Awareness of cultural differences and the ability to identify and assist complainants who need additional assistance
• Liaise with complainants in a sensitive and appreciative manner
• Keep accurate and comprehensive statistics and records, report complaints and privacy results, and provide immediate feedback to relevant areas when necessary for service delivery improvement
• Reinforce and educate service terms and conditions to resolve and mitigate future disputes
• Develop meaningful relationships with all internal and external stakeholders across all levels
• Negotiate and influence at senior level, developing a strong understanding of stakeholder current and future requirements
• Adhere to risk management and compliance obligations relevant to each position and comply with policies, processes, and training requirements
• Report and escalate risk and compliance related concerns, issues, and failures to management
• Identify, document, and communicate risk and compliance exposures including fraud and corruption in operational areas or departments
• Integrate compliance obligations, risk assessment, and the risk management process into business practices
• Demonstrate leadership and commitment to a safe working environment ensuring all workplace health and safety initiatives are clear to all team members
• Behave according to company policies, procedures, code of conduct, and values
• Ensure all business proceedings are conducted in a professional, legal, and ethical manner
• Ensure adequate controls are in place to prevent, detect, and mitigate fraud and corruption risks
• High-level understanding and knowledge of RG271, consumer protection laws relating to financial products and services, AFCA approaches, and relevant industry codes of practice