Global Head of Performance & Excellence Medical in Croydon

This role is under Allianz Partners Operations for Medical Assistance and aims to steer operational excellence and quality worldwide across Global Medical Assistance Operations, ensuring our platforms deliver on quality, customer satisfaction and key performance indicators. Your role as Global Head of Performance and Excellence, Medical Assistance, will be to provide strategic oversight of all aspects related to med ops quality assurance, compliance and customer satisfaction. This role works closely with regional and local Med Ops leaders as well as other OPS central teams.

Key responsibilities

• Quality & Complaints Management: lead a team of Quality Analysts doing complaint handling. Ensure regular effective neutral quality control and complaints handling globally.
• Learning & Knowledge Management: design L&D strategy and execute relevant initiatives.
• Leakage management: implement leakage initiatives and ensure optimal Open and Closed File Review processes are in place.
• Fraud Management: roll-out global fraud control standard and tools and ensure optimal controls.
• Performance Management: ensure medical assistance quality and customer satisfaction, including management of Voice of the Customer (VOC) monitoring, and improvement action plans.
• Complaint Handling: ensure internal and external complaints are addressed and closed within agreed timelines, and actions are taken to address immediate customer needs, and eliminate root causes.
• Quality initiatives: launch initiatives to enhance customer and business partners satisfaction, in coordination with Operations Heads and platforms.
• VoC Management: roll-out VoC metrics, in line with global standards. Close monitoring of results, improvement of methodologies, increasing VoC representation by launching VoC in new activities and countries. Strategic monitoring of results, triggering action plans.
• Knowledge-Base management: knowledge management solution based on Group platforms, in line with global standards, and in collaboration with platform teams for content creation and maintenance.
• Training and L&D activities: manage local L&D teams and coordinate content creation and continuous education of Operations agents and supporting teams. Develop training programs and certifications.
• Leakage Management: develop and manage OFR and CFR methodologies and roll-out regular controls, based on group standards. Strategic analysis of OFR/CFR results and communication with other functions for continuous improvement.
• Fraud Management: roll-out global Fraud Management processes and tools, such as GAFS, document forensics tools, and others. Trigger preventive and corrective actions. Setup fraud early identification alert systems.
• Leadership, Team and Community Development: lead Teams aiming for higher performance, quality and adherence to Group standards. Promote a culture of continuous improvement, and global harmonization of processes, with knowledge sharing across all teams.

Key requirements

• College Diploma/Degree coupled with 7-10 years' relevant experience with the ability to manage strategic projects and achieve strategic objectives.
• Ability to provide strategic thought leadership and guidance to other leaders.
• Experience gained in the medical assistance and/or insurance industry is required.
• Leverages artificial intelligence and advanced analytics tools to drive data-informed decision-making, optimize performance metrics, and identify strategic opportunities for organizational improvement.
• Proficient in utilizing AI‑powered platforms and automation tools to enhance operational efficiency, streamline performance management processes, and deliver actionable insights at scale.
• Ability to think strategically forward in a 3-5 year time span and be able to develop strategies and plans to meet future-facing goals.
• Strong technical skills in using MS Excel and PowerPoint.
• Demonstrated ability to build strong relationships and excellent collaboration at all levels of the organization.
• Strong commitment to create a top in class methodology along with tools to monitor performance, adherence to procedures, and controls across all areas of responsibility.

Key benefits

• Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
• We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs.
• All that in a global environment where international mobility and career progression are encouraged.
• Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.