Manager, Operational Output Support

Allianz Popular SL
CA - Ontario - Cambridge
January 2, 2025
Management

As the Manager, Operational Output Support, you'll be responsible for the analysis of various operational platforms to ensure departmental priorities align to the expectations of key stakeholders, both internal and external.
Provides insights and educates senior leaders on operational actions that will enhance the company brand and promote a customer-first mindset.
Apply analytical strengths to maximize productivity through process improvement and lead change management activities.
Use reporting metrics/KPIs with knowledge of industry developments to produce actionable recommendations for change.

This position offers a 2-day in-office hybrid work schedule at our office in Cambridge, Ontario.

What you will do

Build a winning culture, with enthusiastic partnership and the ability to communicate and connect with all levels of Operations, members of the business, and other relevant internal or external groups.
Collaborate with senior-level management in the adherence of performance goals, key insights, and long-term operational plans.
Analysis of process and metrics across various segments to support operational department goals.
Provide recommendations for process improvement to enhance the performance of the unit and overall business organization.
Oversight of recommended workflows to ensure compliance with company risk framework to safeguard client information and company reputation.
Assist in building new frameworks and decision trees to support associate decision-making to enhance customer and partner experience.
Gather insights from competitors, suppliers, service providers, and customers to assess current platform gaps and possible changes to remove identified gaps.
Present process improvement recommendations to the senior departmental leadership team.
Act as customer experience champion to ensure leaders and associates' activities are aligned with the expectations of clients.
Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration.
Support change management activities to increase efficiency and improve quality of service.
Build and maintain relationships with all department heads, external partners, and vendors to contribute to decisions regarding operational activity and strategic goals.
Assist with adherence to strategic goals for operational efficiency and increased productivity through effective change management.
Manage customer feedback through various channels - feedback surveys and escalations to ensure appropriate action is taken to acknowledge, resolve, and close.
Ensuring process and reporting are maintained and updated.
Act as lead coordinator of World Events notification and processes.
Collaborate across functions to build a 'One Allianz' culture.
Research best practices and how those practices can be implemented within operations.
Primary lead on various projects to meet deliverables assigned to the business.
Manage the day-to-day operations support.
Maintain up-to-date knowledge of industry developments and competitive intelligence.
Coordinate scheduling and governance of key operational committee's/meetings calendars and committee charters.
Prepare, analyze and act on various reporting metrics/KPIs/Key insights.
Create, analyze and disseminate various reports.
Maintain and coordinate updates to Standard Operating Procedures and adherence to Global operations standards.
Initiate, research and recommend process and workflow enhancements to increase efficiency.

What you will bring

Post-secondary education in business, engineering, analytics OR equivalent combination of training, education, and experience.
7+ years of relevant work experience in process improvement and quality assurance.
Proven track record of collaborating and influencing others to achieve results.
Success in establishing and driving service excellence.
Strong customer service skills with focus on delivering exceptional customer satisfaction.
Ability to build strong relationships at all levels of the organization.
Proficient with MS Office Suite to include PowerPoint.
Fluency in English with excellent written and verbal communication skills.
Strong analytical skills with the ability to interpret data and propose solutions.
Self-motivated, forward-thinking, and committed to contributing to organizational goals.

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Read the full job description and apply online on the recuiter's web-site

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