IE Lead of Quality

Job Title - Quality Lead - UK and IE

Department - Operations support

Location - Croydon - Hybrid - 3 days in the office and 2 days at home + regular international travel to other group sites

The role:

The Quality Lead for UK/IE is placed within the regional quality organization and reports to the Regional Quality & Training Lead in Operations. The role is responsible for ensuring and enhancing the quality of services of the operation in the country including Quality process, Customer satisfaction, complaints and leakage. This position involves developing and implementing quality management strategies, overseeing quality assurance processes and fostering continuous improvement initiatives.

The Quality Lead for UK/IE collaborates with the central quality team and cross-functional teams to establish and maintain Operations quality standards, meet regulatory requirements and drive a culture of quality throughout the organization. This role is essential in delivering high-quality outcomes, maintaining a high level of customer satisfaction in the region and drive the quality drivers awareness within the organization.

Primary objective s include on managing complaints, driving the quality assurance audits, monitoring and measuring of customer satisfaction levels (VoC/ NPS), identifying areas for improvements and implementing the initiatives aligned with the Group quality strategy, as well as the conducts OFR/ CFR to identify leakage and define improvements measures within the organization.

Hours:

Hours are 35 hours per week, Monday to Sunday 07;00 - 18:00. However, due to the nature of this role hours may vary in line with the needs of the business and may be subject to change.

Key Responsibilities:

• Quality (incl leakage and complaints) Strategy: participate to the development and implement in the country the quality management strategy

• Cross-Functional Collaboration:
  
  Collaborate with various departments of Allianz Partners to integrate quality measures into all aspects of the organization's operations.

• Quality Culture:
  Drive initiatives within the team and various departments to promote a culture of quality.

• Quality Standards:
  Establish and maintain high-quality standards and ensure they align with industry best practices, group standards and local regulatory requirements and meet customer expectations.

• Quality Audits:
  Conduct regular audits to assess adherence to quality standards and identify areas for improvement. Agree and built corrective actions plans with various departments.

• Quality certification:
  Implement and drive ISO and other certifications at the local level.

• Quality Assurance:
  Planning, implementation and monitoring of quality assurance processes to ensure compliance with standards and regulations in collaboration with other departments.

• Quality Metrics:
  Establish and monitor key performance indicators (KPIs) related to quality, providing regular reports to the leadership of Allianz Partners.

• Customer Satisfaction: follow the VOC / NPS score focusing on enhancing customer satisfaction by delivering high-quality services and addressing quality concerns promptly and effectively, coordinate the launch of VOC within the region (new LoB, models, B-partner)

• Quality circles and B-Partner quality committee: implement and lead the necessary quality committees to follow the performance of quality indicators and implement action plans.

• Complaints management: roll-out and maintain a sustainable complaints management process enabling proper tracking and identification of improvement actions. Deliver contractual reporting for quality functions and ensure internal reportings and analysis are shared with internal stakeholders. Support the decision and the implementation of a Complaints management system.

• Complaints handling: receive, manage, and resolve complaints raised by customers, partners including opening an official complaints, acknowledging them, investigating the issues raised, taking necessary actions to address the concerns, and providing a resolution or explanation to the complainant.

• Continuous improvement:
  Drive initiatives for continuous improvement in services and processes, reduction of leakage and customer satisfaction through data-driven analysis and feedback mechanisms. Roll out and develop monthly quality committee meetings providing feedback loop to operations, sales, compliance and senior management within region. Ensure corrective actions are delivered and non-compliance issues are resolved on time

• Customer Feedback:
  Analyze customer feedback and complaints to identify opportunities for improvement and address quality issues. Integrate Feedback into quality committee process

• Leakage management:
  Establish OFC and CFR control measures. Track the leakage rate and savings within the region and implement the appropriate actions. Collaborate with various departments.

• Process Development:
  Lead the design, development, and continuous improvement of Quality Management processes to ensure efficiency, productivity, and…