Head Of Customer Relations Operations

26579 | Operations | Professional | Non-Executive | Allianz Indonesia | Full-Time | Permanent

• Responsible for end to end customer contact processes and their associated customer experience and set strategy for development of Contact Center and Branches, staying abrest of new practices and technologies, ensuring Allianz gain and maintain recognition for the quality of Customer Services.
• New regulation implementation from OJK
• Sharia spin-off
• New products and sales channel launching & implementation
• Managing day to day operational processes at Contact Center and Branch Services for every interaction received from customer, business partner, and non customer through all channels (incoming calls, outgoing calls, emails, and walk-in) according to quality standards set by Allianz and its internal procedures from various Departments. Responsible for end to end customer contact processes and their associated customer experience.
• Supporting cross company initiatives to drive improvements, improve efficiency, and reduce complaints. Working across organization to set up or improve operational processes in Contact Center and Branch Services, aligned with Allianz business growth:
• Exercises full responsibility of a manager, including capacity planning, recruitment, performance appraisals, promotion and salary increase recommendations, disciplinary actions up to and including terminations, coaching, training, development, recognition, segregation of duties and responsibilities, staffing levels and supervision, and CSR involvement for the team.
• One Allianz
• Set strategy for Contact Center and Branch Services development, staying abreast of new practices and technologies, ensuring that Allianz gain and maintain recognition for quality of services
• Customer Centricity, Processes, and Productivity

Job Requirement:

• Strong mentoring and relationship building skill
• Manage group and interpersonal conflict situation
• Experience in managing Contact Center and Branch operational team with more than 100 Customer Services and branch network all across Indonesia
• Preferably has experience in financial industry
• Excellent communication and negotiation skills
• Have the Insurance product and process knowledge
• Minimum education D3/S1

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.