Head of Global Service Delivery Operations - Reunion

Location: Sainte Marie

The Head of Global Service Delivery Operations for a given site / location within our Operations Steering and Transformation function, reports directly to the Head of Global Service Delivery & Governance. The role is responsible for overseeing, operational governance in our Global Service Delivery centres. The main goal of the role is to ensure and enhance the coordination across delivery hubs to streamline cross-functional operations, facility & logistics, and employee engagement while working closely with the Operations LoBs.

What you will do

* Strategic Planning & Execution:

Responsible for building and continuously developing GSD locations to ensure meeting of delivery standards in collaboration with Lines of Business

* Implement and manage the offshoring strategy in the centre along with promoting alignment, transparency & accountability with key stakeholders across the operations organization.

* Overall responsible for ramp-up and ramp-down planning for the site, together with Lines of Business, ensuring combined x-LOB footprint is enabled to deliver strong customer service levels

* Support building the unique, convincing offshoring selling proposition to support the Global Heads of LoB Operations in accelerating the transfer of activities to and from the location

* Lead the relevant location and be seen as a leader x-function and x-LOB, ensuring to support all teams and Lines of Business, and ensuring a One Team approach

* Ensure and support seamless and smooth transition of activities from local operations to the location to minimize impact for customers and improve quality of service.

* Continue to transform GSD into a high performing global business services location which is considered as matured Service Delivery Center and trusted internal business partner.

* Support global Transversal and non-platform functions like Workforce Management, Performance Management, to implement & grow central / global capabilities to enhance quality of delivery in a cost-effective manner.

* Develop consistent and transparent pricing framework for delivery services

* Establishing the Allianz brand as part of the community and the local market

* Promoter of regional, social and social commitment

* Local representative of Allianz in the social community

Onsite Leadership

* Strengthening employee engagements onsite

* Management of site, responsibility for ongoing activities onsite (e.g. new way of working)

* Information and strategy facilitator for cross-divisional topics as well as communicator for employees and managers

* Drive AES initiative with Heads of LoB's

* Foster a positive and collaborative team culture that encourages innovation and continuous improvement.

* Communicate the company's vision and strategy to the team, ensuring a shared understanding and commitment.

* Encourage a problem-solving mindset within the team to resolve issues efficiently.

* Promote employee engagement initiatives to maintain a positive and motivated team, address employee concerns and maintain a healthy work environment.

Collaboration:

* Collaborate with the operations leadership team and contribute positively to the overall success of operations.

* Drivers of change and transformation onsite

* Initiator for the overarching exchange

* Act as a sounding board and feedback provider for the board and top management

Operating Model:

* Fulfilment of the employer function onsite

* Representation of the employer function (together with HR)

* Ensure full compliance with relevant legislation and company policies and procedures and the Internal Rules and Regulations

* Establish & run effective governance and service management capabilities, with high predictability to exceed on contractual commitments

* Responsible for operational emergency organization / crisis management (site and/or building-related) and support for occupational safety (together with Central Functions)

* Support and enable transitions of processes from local BU to target delivery center through seamless transition management, knowledge transfer, process and IT set up, and operating rhythm to deliver on the business case of the shared services program.

* Ensure that resources are aligned to support the overall strategic direction of the organization, accelerate offshoring, and strengthen the organizational functioning of the organization, thereby enabling excellent planning and growth

Financial & Budget Management:

* Manage entity P/L (together with Finance)

* Plan and manage Oversighting budget

* Develop & implement proactive levers to optimize local operational costs

Risk Assessment:

* Develop and deliver a robust risk management framework to identify potential challenges in the offshoring process and create contingency plans to address identified risks, ensuring business continuity and mitigating disruptions. Ensure adherence and compliance to AzP policies, functional rules, and standards of all areas, with specific focus on compliance, fraud management, PCI, IT security, etc.

Performance Analysis

* Perform…