Travel Quality Manager

Allianz; Croydon; On-site; GBP 50,000 - 90,000; Full time

Job description

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About us
Join us. Let's care for tomorrow.

We are Allianz Partners, the leader in assistance and insurance solutions in the areas of international health, assistance, automotive, and travel insurance. Allianz Partners is a global family of over 22,000 employees across 78 countries.

The Travel Quality Manager is placed within our UK and IE Quality department in Az Partners Operations and reports directly to the UK and IE Quality Lead.

This role will work closely with different stakeholders in Travel operations and Quality, as well as other relevant departments such as Compliance and VOC Central Team. The Travel Quality Manager is responsible for managing quality for the Travel Operations in alignment with the UK and IE quality strategy deployed for Operations. He/She will actively support the UK and IE Quality Lead and will work closely with peers to ensure quality consistency across Lines of Business (LoB).

What You'll Do:

• Travel Quality (incl leakage) Strategy: Participate in the development and implementation of the quality management strategy for the Travel LoB: Travel Claims, Travel Sales, and Medical Assistance.
• Travel Cross Collaboration: Collaborate with various Travel departments of Allianz Partners to integrate quality measures into all aspects of Travel operations.
• Quality Culture: Drive initiatives within the team and various departments to promote a culture of quality.
• Quality Standards: Establish and maintain high-quality standards and ensure they align with Travel industry best practices, group standards, local regulatory requirements, and meet customer expectations.
• Quality Assurance: Plan, implement, and monitor quality assurance processes to ensure compliance with standards and regulations in collaboration with other departments.
• Customer Satisfaction: Follow the VOC/NPS score focusing on enhancing customer satisfaction by delivering high-quality services and addressing quality concerns promptly and effectively, coordinate the launch of VOC within Travel (new LoB, models, B-partner).
• B-Partner Quality Committee: Implement and lead the necessary Travel B-Partners quality committee to monitor the performance of quality indicators and implement action plans.
• Drive the Monthly Travel Operations Quality Circle: Roll out and develop the monthly travel operations quality circle providing feedback loop to Travel operations, sales, compliance, and senior management. Ensure corrective actions are delivered and non-compliance issues are resolved on time.
• Customer Feedback: Analyze customer feedback and complaints to identify opportunities for improvement and address quality issues. Integrate feedback into quality committee process.
• Leakage Management: Establish OFC and CFR control measures. Track the leakage rate and savings within the region and implement the appropriate actions. Collaborate with various departments.
• Risk Management: Identify and reduce potential quality risks by initiating measures to prevent defects and errors within the processes of Allianz Partners.
• Documentation: Ensure proper documentation of quality processes, procedures, and outcomes to facilitate transparency and accountability throughout the organization.
• Team Leadership: Build and lead a high-performing team of operations professionals and foster a culture of innovation and excellence that improves AES (Allianz Engagement Survey) scores. Be an ambassador of AzP and role model our values while creating a high-performance culture and teams.

What You Will Bring:

• 10+ years of experience in Travel claims or banking environment.
• Exposure to the FCA or management of regulated activities.
• AC II certification.
• Strong knowledge in quality, training, and leakage environment.
• Experience in executing large scale strategy.
• Strong customer satisfaction and process efficiency focus.
• Ability to interact easily with senior management and drive meetings.
• Strong communication skills, team spirit, and flexibility.
• Ability to multitask and work remotely.

69758 | Underwriting | Professional | PG10 | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams, and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us. We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation. Great to have you on board. Let's care for tomorrow.