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FOS MDDR/EL E2E Process Improvement Project Manager
**What you do** The FOS MDDREL End-to-End (E2E) Process Improvement (PI) Project Manager is placed within our Operations division and is directly reporting to the MDDREL E2E PI Manager. This role is at the forefront of Allianz Partners operational transformation; reshaping and optimizing service delivery through continuous process improvement and digitalization initiatives. This position involves designing initiatives and project managing their implementations for FOS focusing primarily on MDDREL line of business (LoB). This role collaborates across departments, fosters a culture of change and ensures the successful adoption of automation/digitalization and other non-digital PI solutions. This position is pivotal in driving operational excellence, leveraging data analytics and aligning technology with organizational targets.
Primary objectives include identifying and closing GAPS with the service delivery global target process and target customer journey, in line with operational targets, state-of-the-art technological solutions and evolving (AI) Group guidelines.In this role the Project Manager also assures synchronization with Global MDDREL team with the aim of utilizing group initiatives and rolling them out to the benefit of FOS.
- Strategy Implementation: Implement E2E PI strategy for the Operations department of FOS for MDDREL LoB in alignment with organizational targets of Allianz Partners.
- Technology Evolution: Evaluate and integrate latest automation and digitalization technologies for customer journey and process automation in alignment with Allianz technical experts.
- Process/ Customer Journey Optimization: Leverage the existing Global Customer Journeys and Processes and implement them for FOS for MDDREL LoB to the benefit of maximizing productivity and customer satisfaction in all processes. Taking into consideration other LoB process evolutions.
- Data Analytics: Utilize data analytics and process mining tools to gain insights into customer journey, customer experience and process performance and in consequence identify areas for improvement and support data-driven decision-making.
- Innovation: Encourage a culture of innovation within the Operations department, fostering creative solutions and continuous improvement through all available and new means of technical and organizational instruments. Accompanying key-users in their request for process evolutions.
- Cross-Functional Collaboration: Collaborate with multiple departments to ensure a seamless integration of target journey, target processes, and all operations projects across the organization.
- Change Management: Drive change management initiatives to facilitate the smooth adoption of target journey, target processes within the FOS Operations department.
- Performance Metrics: Implement and monitor key performance indicators (KPIs) related to target journey and target process transformation, providing regular reports to the leadership of FOS Entity. Supporting monitoring and evaluation of initiatives implemented.
- Training and Development: Provide train-the-trainer programs to enhance the Contact Center/ Omni-channel skills and knowledge of the Operations teams of FOS Entity.
- Customer Experience: Focus on enhancing the overall customer experience through digital and non-digital initiatives, hence ensuring that operations processes meet customer expectations.
- Risk Management: Identify and reduce potential risks associated with operational processes transformation by implementing measures to safeguard operations.
- Regulatory Compliance: Ensure that customer journey and processes implemented in the Operations department comply with relevant AZ Group, industry regulations and standards.
- Business requirements/Operations projects: Ensure timely and good quality implementation of defined operations projects which are prioritized to be implemented across FOS for MDDREL LoB.
**What you bring**
- Related service delivery OPS experience in MDDREL.
- Providing increased effectiveness and credibility in solutions designed.
- Experience deploying technology/digital related solutions.
- Detail oriented, ability to understand and incorporate complex operational and technical constraints.
- Ability to produce clear documentation incorporating multiple stakeholders and integrating process mapping concepts.
- Affinity with numbers and impact quantification converting, for example, abstract time reductions into precise minutes, FTE and monetary values.Ability to
- market trends on technology capabilities and creatively incorporate it into use case designs.
- Ability to communicate at both high and detailed levels to adapting to stakeholders seniority.
Job ID 57869
