Service Delivery Lead

Job Overview

Reporting to the Service Delivery Manager in Operations Transformation & Support, the Service Delivery Supervisor will lead, maintain and develop an assigned account by being the main point of contact, building and managing successful relationships with outsourcing partners who are designated to perform activities on behalf of Allianz Partners Health.

Responsibilities

Managing our Third Party Partners (TPP)

• Lead in managing and developing end to end service delivery considering related TPP service issues
• Identify root causes and push for mitigation plans to enhance the service delivery
• Understand and maintain very good knowledge of TPP capabilities and limitations to anticipate needs and challenges
• Document and maintain all relevant information pertaining to TPP (scorecards)
• Pro-actively provide relevant information to key stakeholders to facilitate decision making
• Lead and support any TPP meetings/calls
• Conduct TPP business review to give relevant feedback
• Recognized as the expert internally on the area of responsibility
  
  

Members Experience

• Provide tailored effective, innovative (when possible) and timely solutions to the client’s business challenges
• Drive easy, quick and high quality interactions with all touchpoints
• Independently drive escalation resolution in a swift and member centric manner
• Maintain and review the account escalation log up to date with constructive feedback
• Participate to functional huddles and support any effort on issue resolution
• Review the members experience and identify any possible operational areas for improvement
• Boost TPP engagement
  
  

Requirements

• Preferably 10 years+ of optimal Service Delivery experience, preferably in a multinational environment, including several years spent leading a significant and complex department.
• Experience in a multinational environment, producing accurate work within tight deadlines
• Negotiating and management of complex supplier contracts and performance management
• Experience in project management and/or data analytics are an advantage
• Good knowledge of MS Office (Outlook, Word, Excel, PowerPoint)
• Comfortable working with numbers and complex data sets
  
  

Behavioral Competencies

• A highly customer-focused individual with excellent interpersonal and communicative skills
• Excellent problem solving skills
• A high level of results/goal orientation
• Takes full ownership and responsibility for the task/duties assigned to them
• Very high attention to detail
• Excellent team player & ability to work on own initiative
• Highly motivated and innovative individual possessing the ability to work under pressure and to continuously meet tight deadlines and service standards
• Fully capable of prioritising and managing own work independently
• Ability to influence others and lead by example
  
  

70557 | Operations | Entry Level | n.a. | Allianz Philippines | 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.

Join us. Let's care for tomorrow.