Manager, Operational Output Support

4 weeks ago

Cambridge, Ontario, Canada Allianz Popular SL. Full time
Job Title:

Manager, Operational Output Support

Summary (50 words):

This role is responsible for analyzing operational platforms to ensure departmental priorities align with key stakeholder expectations. Provides insights and educates senior leaders on operational actions to enhance the company brand and promote a customer-first mindset.

Key Responsibilities:
  1. Build a winning culture by partnering with Operations, members of the business, and external groups, and collaborating with senior-level management to adhere to performance goals and long-term operational plans.
  2. Analyze processes and metrics across various segments to support operational department goals.
  3. Provide recommendations for process improvement to enhance unit and business organization performance.
  4. Oversight of recommended workflows to ensure compliance with the company risk framework and safeguard client information and company reputation.
  5. Assist in building new frameworks and decision trees to support associate decision making and enhance customer and partner experience.
  6. Gather insights from competitors, suppliers, service providers, and customers to assess current platform gaps and propose changes to remove identified gaps.
  7. Present process improvement recommendations to senior departmental leadership.
  8. Act as a customer experience champion to ensure leaders and associates' activities are aligned to client expectations.
  9. Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration.
  10. Support change management activities to increase efficiency and improve quality of service.
  11. Build and maintain relationships with department heads, external partners, and vendors to contribute to decisions regarding operational activity and strategic goals.
  12. Assist with adherence to strategic goals for operational efficiency and increased productivity through effective change management.
  13. Manage customer feedback through various channels to ensure appropriate action is taken to acknowledge, resolve, and close.
  14. Act as lead coordinator of World Events notification and processes.
  15. Collaborate across functions to build a 'One Allianz' culture.
  16. Research best practices and implement them within operations.
  17. Lead various projects to meet deliverables assigned to the business and manage day-to-day operations support.
  18. Maintain up-to-date knowledge of industry developments and competitive intelligence.
  19. Coordinate scheduling and governance of key operational committees and meetings calendars and committee charters.
  20. Prepare, analyze, and act on reporting metrics, KPIs, and key insights.
  21. Create, analyze, and disseminate reports.
  22. Maintain and coordinate updates to Standard Operating Procedures and adherence to Global operations standards.
Requirements:
  • Post-secondary education in business, engineering, analytics, or equivalent combination of training, education, and experience.
  • 7+ years in 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 a focus on delivering exceptional customer satisfaction.
  • Ability to build strong relationships at all levels of the organization.
  • Proficient with MS Office Suite, including 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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