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RSA End-to-End Process Improvement Digital Expert (Saint-Ouen (Paris), 93, FR, 93400)

Allianz Saint-Ouen, France
Mise en ligne il y a 8 jours CDI Competitive
RSA End-to-End Process Improvement Digital Expert (Saint-Ouen (Paris), 93, FR, 93400)
Position summary :

The local TRAVEL-RSA-HOME-MDDR/EL End-to-End (E2E) Process Improvement (PI) Expert is placed within our Operations division and is directly reporting to the Global TRAVEL-RSA-HOME-MDDRELE2E PI Senior Managers. The role is at the forefront of reshaping and optimizing operational processes through continuous process improvement and digitalization initiatives. This position involves executing a comprehensive E2E process improvement transformation strategy for all LOBs operations department, as well as expertise in identifying and integrating evolving automation/Artificial Intelligence technologies to enhance efficiency, streamline processes and drive innovation. The Experts 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 for sustained success in a digital era.

Primary objectives includes implementing the target process and target customer journey offering for the Line of Business (LoB) to their local platform in line with operational targets, state-of-the-art technological solutions and evolving (AI) Group guidelines. In addition, steering and managing the Operations project portfolio across all AP BUs locally, driving the implementation of projects locally to ensure the transformation of Allianz Partners.

In this role the Expert also assures synchronization with key stakeholders within Allianz Partners, and other AZ OEs with the aim of optimizing both operational and commercial efficiencies as major contributor to the transformation ambition of the Group.

What you do , DUTIES AND RESPONSIBILITIES:

  • Strategy Development: Develop and implement a comprehensive E2E PI strategy for the Operations department of TRAVEL-RSA-HOME-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: Lead the way in defining target customer journey and target processes E2E for TRAVEL-RSA-HOME-MDDREL LoB to the benefit of maximizing productivity and simplicity in all processes.
  • Data Analytics: Utilize data analytics 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.
  • Cross-Functional Collaboration: Collaborate with various departments of Allianz Partners 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 Operations department.
  • Performance Metrics: Establish and monitor key performance indicators (KPIs) related to target journey and target process transformation, providing regular reports to the leadership of Allianz Partners.
  • Training and Development: Provide train the trainer programs to enhance the Contact Center/ Omni-channel skills and knowledge of the Operations teams of Allianz Partners.
  • 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: Be the umbrella function and spearhead for collecting, prioritizing and implementation assuring of business requirements and Operations projects across all operations platforms. Ensure strong data and impact-oriented prioritization in close synchronization with Operations platform leads and TRAVEL-RSA-HOME-MDDREL LoB leads.
  • Team Leadership: Build and lead a high-performing team of TRAVEL-RSA-HOME-MDDREL E2E PI and Operations Excellence professionals and foster a culture of innovation and excellence that improves AES (Allianz Engagement Survey) scores. Be an ambassador of AzP and role model our values while creating a high-performance culture and teams.

What you bring , SKILLS AND EXPERIENCE :
  • Related service delivery OPS experience in the LoB related to the digital topic of expertise. 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 follow 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.

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Référence  46692
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