Escalation Manager

Allianz Services is proud to serve and be part of Allianz Group, one of the world's leading insurers and asset managers. Our strong global footprint, with around 6000 employees located across eight countries and four continents, enables us to unlock the full potential towards driving a superior client experience within Allianz Group.

At the core of the Group’s strength lies digitalization and its promise of growth opportunities through a ‘digital by default’ strategy. Allianz Technology SE is the principal driver behind transforming Allianz into a digital group .

Allianz Technology in Romania is a professional expertise center offering a wide range of services: human resources, financial, actuary and IT support to the Allianz Group.

Is providing good service something that motivates you, too? Then why not join us in developing innovative products and services in an international environment!

Requirements (knowledge and skills)

o Proven record in project management in a large organization, certification (Price2) is beneficial.
o Proven record in successful managing communication to board member in a large organization
o Able to develop teams and people, with or without authority
o Advanced communication and failure culture
o Strong value based behavior
o Experience in change management (e.g. Kotter Model). Proven record in defining and implementing a communication structure is an advantage.
o Must be fluent in English verbal and in written, other language (French or German) is an advantage to manage premium OEs
o Strong market and customer focus
o IT affinity - IT Infrastructure area
o Ability to implement distribution tools and methodologies that provide a market advantage compared to competitors
o Customer and service oriented
o Project management experience
o Strong and proven “bridge the gap” attitude
o Strategic Skills – Global Thinker, Analytical thinking and Problem solving
o Creative and open mind for changes
o Strong social, analytical and communication skills
o Negotiation and consulting skills
o Proven organizational and self-motivation abilities
o Ability to work with minimal supervision
o Develop people
o Team Player
o Ability to work in a multi-cultural environment

Responsibilities

o Functional leadership for AGN service - WAN, LAN, VOIP, Security – Infrastructure :
- Service delivery function
o Develop and implement service delivery improvements based on customer (AZ OEs) feedback
o Align with the AZ OEs a development- and implementation-plan based on customer feedback (NPS and steering committee meeting) & give purpose and direction for Global AGN team development / (Region Manager, Project Manager, Demand Management, Translation) to meet the customer expectation
o Take ownership for all service delivery topics. Solve the delivery topics proactively and implement a corresponding reporting to AZ OE (customer) and AZ Tech management
o Take ownership for global process improvement from AGN service delivery perspective (CPI, finance, …) by sharing AGN expectation and drive the changes together with the corresponding process owner
o Be the trustful interface to all Allianz OEs in regards to AGN service and service delivery
o Manage communication and build trust to Allianz OE board members (CIO, COO)
o Manage upcoming escalation proactive and above the standard escalation matrix, by offering proactive escalation management service to all AZ OEs
o Take the leadership for escalation reaching AZ Tech management (AZ Tech CIO, Service Owner
o Informing the customer about the escalation performance metrics, by reviewing the root cause of escalation
o Reviewing the situation by creating a lessons learned, including implement measures (SOP, process change, service improvement, roles and responsibilities)

Benefits

o Health and Well-being:
• Kinetotherapy Room and Corporate Massage;
• Weekly Fruit Day;
• WorldClass Gym Discounts.

o Personal and professional development:
• Complete training curricula available (tailored courses);
• German Language Courses for any level;
• All you can read with Bookster!

o Extra Perks:
• Work from Home Option available;
• Get a free day on your Birthday or come at work and receive Gift Vouchers/Tickets!
• Go on Vacation and get a Holiday Bonus!

o Attractive compensation package:
• Fixed salary compensation along with rewards & incentives performance-related bonus scheme;
• Meal and Gift Tickets.