Head of Platform RSA & Mobility (RSA) - India

Job details

• Maintains and improves contact center operations with focus on VOC, team satisfaction, and cost.
• Prior experience in handling large teams in 24 / 7 and 365-day processes, with ability to manage client engagement.
• Understands the life cycle of a Contact Center with experience in both inbound and outbound customer engagement processes.
• Develop and implement operational strategies aligned with the company's objectives.
• Ensure operational processes are customer-centric and enhance the customer experience.
• Lead initiatives to streamline operations and maintain high quality standards and compliance through Six Sigma and Kaizen.
• Focus on effectively managing and reducing cost per contact for the business through projects, automation, channel optimization, and technology integration.
• Foster a collaborative and inclusive team culture that promotes innovation and excellence, with focus on employee morale and engagement.
• Data-driven and data-focused with ability to manage high volumes of data.
• Coordinate and manage along with cross-functional teams to deliver excellence.
• Led and managed customer and contact center engagement with focus on digital channels of communication.
• Optimize data-driven insights for effective decision-making and strategic planning.
• Identify potential risks and develop mitigation strategies to ensure business continuity.
• Ensure compliance with all regulatory requirements and company policies.

What You Do

Who You Are

86137 | Operations | 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.

At Allianz, we stand for unity : we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.

Skills Required

Kaizen, Six Sigma