Global Head of MDDR Operations (m/f/d)

JOB PURPOSE/ ROLE Within Global Operations, reporting to Head of Operations , will focus on driving effectiveness and efficiency of the operational processes across all regions centralizing all the activities within Roadside Assistance Line of Business as well as Mobile Device & Digital Risk Line of Business KEY RESPONSIBILITIES * Be responsible for driving operational performance of all MDDR operations Globally in GCC’s or BU’s * Be responsible for complete Service Delivery with regards to Contract compliance / SLA commitment to all business partners / Clients in each country (BU-Business Unit) * Establish and lead cross BU Monthly / Quarterly operating rhythm for MDDR Lines of Business with key stakeholders. * Ensure tracking and monitoring of operational performance on daily/weekly/monthly basis with appropriate escalation to seek management attention as needed. * Establish “Zero Surprise” service delivery approach and build operational resilience, ensure proactive action to address any potential issues/ escalations. * Drive continuous improvement in key metrics by tracking, facilitating and steering various initiatives and collaborating with stakeholders from other functions. Own responsibility to deliver end customer satisfaction beyond establish targets. * Develop contingency plans for unplanned volume spikes, events etc (Including back up work force planning) to ensure operational service delivery and SLA compliance * Responsible for meeting efficiency and productivity targets across all regions while delivering a highly differentiated customer experience * Primary responsibility for driving processes standardization and operational harmonization across all Business Units (BUs). KEY REQUIREMENTS/ SKILLS/ EXPERIENCE Required Experience: * Experience with Service delivery operations in Online digital channel business including mobile devices, appliance protection etc. or in similar set up in e-commerce or BFSI domain. * Hands on experience in managing large complex global operations (call center services, service network, back-office activities) * End-to-end understanding of value-chain esp. logistics and networks * Experience in managing omni channels, digitalization and automation * Excellent communication skills * Ability to interact with senior level management * Strong customer orientation and ability to design processes from a customer perspective * Fluency in English as a language (knowledge of additional European language like German / French will be a plus) WHAT WE OFFER Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance. Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance. Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world. 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. Note: Diversity of minds is an integral part of Allianz’ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Partners.