Customer Support Team Leader - International Health Insurance

YOUR RESPONSIBILITY

• Lead and manage a team of customer service representatives to ensure exemplary performance and the attainment of service level targets.
• Offer coaching, mentoring, and ongoing training to team members to enrich their skills and knowledge in their respective domains (customer support).
• Monitor and assess team performance, providing regular feedback and instituting performance enhancement strategies as needed.
• Serve as a point of escalation for intricate customer inquiries, delivering guidance and resolutions as required.
• Collaborate cross-functionally to guarantee a seamless and efficient customer journey.
• Contribute to the formulation and execution of best practices, standard operating procedures, and quality assurance measures tailored to the designated domain (customer support).
• Analyze team performance metrics and generate routine reports for management, pinpointing areas for enhancement and implementing corrective measures.
• Foster a positive and inclusive team culture, advocating teamwork, accountability, and continual improvement.
• Stay abreast of industry trends, regulatory shifts, and best practices pertinent to the respective domain (customer support) to ensure compliance and excellence in service delivery

IMPORTANT TO YOUR SUCCESS

• Leadership Qualities: Cultivate a culture of trust, provide candid feedback, demonstrate empathy, and facilitate growth opportunities for team members. Proven expertise in people leadership, encompassing Team Management and experience in nurturing high-performing teams and nurturing talent pipelines.
• Strategic Focus: Articulate a clear vision and align team objectives with the strategic goals of Allianz’s Health Line of Business.
• People Skills: Cultivate and nurture a team that is skilled, reliable, and enthusiastic about delivering top-tier healthcare services.
• Operations Management: Ensure operational excellence and compliance with international health standards, regulations, and best practices.
• Innovation: Encourage innovative solutions and enhancements to elevate service delivery.
• Financial Acumen: Efficiently manage budgets and resources to uphold the financial well-being of the business line.
• Technical and Product Expertise: Demonstrate a profound understanding of the technical facets and product offerings within Allianz’s Health Line of Business. This entails staying abreast of cutting-edge healthcare technology, comprehending the nuances of the products and services provided, and leveraging this knowledge to drive innovation and operational efficiency within the team. Furthermore, foster a culture of continuous learning and development to equip team members with the requisite technical skills and product knowledge to excel in their roles and contribute to the overall success of the business line.

YOUR PERSONAL ATTRIBUTES

• Bachelor’s degree in any field
• Experience in any Financial/Insurance related field is a plus
• Strategic Vision: Ability to establish clear goals and devise a roadmap to achieve them.
• Effective Communication: Proficient in conveying ideas and information clearly to the team.
• Emotional Intelligence: High level of self-awareness and empathy towards team members.
• Decisiveness: Capable of making informed decisions promptly when necessary.
• Adaptability: Flexibility to tackle changes and challenges with composure.
• Inspirational: Motivates and inspires the team to perform at their best.
• Integrity: Upholds ethical standards and honesty in all endeavors.
• Accountability: Takes ownership of both team successes and setbacks.
• Collaborative Spirit: Fosters a culture of teamwork and collaboration.
• Problem-Solving Skills: Identifies issues and implements effective solutions.
• Mentorship: Provides guidance and support for the professional growth of team members.
• Proven Team Leadership Experience: Demonstrated experience in leading and managing teams in any professional setting for a minimum of 2 years, with a track record of fostering a positive and high-performing team culture. This includes effectively delegating tasks, providing mentorship, and driving the professional growth and development of team members. Additionally, experience in setting and achieving team goals, as well as handling day-to-day operational responsibilities, will be highly valued.