Senior Process Optimization Manager

In this opportunity as a Senior Process Optimization Manager, you will lead the implementation and management of new self-service systems. From inception to deployment, you'll drive projects, based on an agile methodology, to enhance both the customer and associate experiences.

 

What you do

• Utilize technical knowledge and apply it to our business by designing strategic plans to design and build processes and tools that infuse technology in our business 
• Deliver system and process improvements across multiple teams, with full ownership of end-to-end process to support business results
• Lead multiple tactical teams to support aspects of roll-out across business, while mitigating technical risks
• Use internal and external benchmarking information to evaluate and improve the operations processes and technology solutions
• Monitor internal controls to confirm the systems are working as designed
• Use your understanding of the software development lifecycle to design new process solutions and amass business support
• Combine data from various sources and use as an important driver to draw conclusions, identify problems, and drive team performance
• Manage backlog of projects and prioritize according to our needs
• Analyze metrics to monitor results, address gaps to goals, and remediate
• Support projects to improve our process and technology, and drive change management
• Partner with IT teams to support software development, including driving best practices and data creation 
• Striving to drive best-in-class digital services by understanding the market and keep up with latest trends

 

What you bring

• Bachelor’s degree in related field or combination of relevant education and work experience
• Seven (7) to ten (10) years of relevant self-service systems experience
• Experience with Telephony tools, IVR, Chat and/or Digital Channels 
• Minimum five (5) years of management experience in a high-volume customer-focused environment.
• Experience with transformational work, business operations, insurance, technology, and process ownership
• Understanding of software development lifecycles
• Experience supporting projects and cross-functional project teams comprised of information technology, marketing, process management and other teams in a project management or similar administrative role
• Experience communicating complex technical concepts, including process updates, milestones, and progress, to a variety of audiences from management to partners and team members
• Experience meeting customer satisfaction measurements
• Successfully lead transformation process changes within an Operations environment

41755 | Project Management | Professional | Non-Executive | 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, to grow and to 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.
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 encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.