Team Lead - Customer Support in Policy Administration with German Bucharest

Team Lead - Customer Support in Policy Administration with German
Bucureşti
Bucharest, Romania

Team Lead - Customer Support in Policy Administration with German

Allianz Services is proud to serve and be part of Allianz Group, one of the world's leading insurers and asset managers. Our global footprint, with more than 7, 300 employees located across ten countries and four continents, enables us to unlock value for our partners across the insurance value chain and deliver superior client experience within Allianz Group. At Allianz Services, we have a strong specialization in core insurance operations, shared services, business analytics, engineering, and management consulting. Our people and our trusted relationships with partners are what matter most. These are rooted in our values of compassion, integrity, and expertise and we strive to continuously evolve, improve, and deliver excellence while contributing successfully to the transformation of Allianz. Caring actively for the environment, for people, and for our customers is what makes us a great place to work and together we are shaping a better and more caring tomorrow.

Allianz Services is a company which belongs to the legal entity, Allianz Technology SE.

Job role

The Customer Support & Policy Administration team handles a portfolio for brokers, clients, and policyholders across multiple lines of business. We are committed to delivering
-
-
- art,
-
- end customer service, from capturing and processing policy information to responding to client calls, handling administrative requests, and supporting billing and collections. Our operations combine inbound/outbound telephony with efficient
- office processing, ensuring both excellent customer service and operational effectiveness.

The role involves leading and coordinating the Customer Support & Policy Administration team to provide
- quality service through a mix of telephony and administrative processes, ensuring alignment with
- level agreements, compliance standards, and Allianz’s quality benchmarks

What you will do

Leadership & Team Management

• Lead the customer support and
  - office policy administration activities.
• Create an inspiring team environment with an open communication culture.
• Oversee onboarding of new tasks, processes, and systems, ensuring proper documentation and training.
• Plan and allocate resources effectively to meet SLAs and business needs.
• Conduct performance evaluations, provide coaching, and support career development.

Operational Excellenc

• Ensure accurate and timely execution of policy administration tasks.
• Monitor call quality, policy processing accuracy, and adherence to operational KPIs.
• Prepare and dispatch daily, weekly, and monthly operational reports.
• Take ownership of the accuracy and completeness of operational data; identify trends and provide analysis for improvement.
• Collaborate with other internal departments to coordinate for billing, financial needs, recruitments etc.

Client & Stakeholder Engagement

• Act as an escalation point for complex customer queries.
• Maintain effective working relationships with internal and external customers.
• Participate in stakeholder and process improvement meetings with client teams.
• Collaborate with other Allianz departments/regions to harmonize processes and improve operational efficiency.

Quality & Compliance

• Conduct quality assurance checks on both telephony and
  - office deliverables.
• Ensure processes comply with Allianz standards and regulatory requirements.
• Escalate risks and issues promptly to senior management

What you bring

• 2+ years of proven experience in coordinating and/or leading a team in a customer service or operations environment.
• Experience with both inbound/outbound telephony and
  - office processes.
• Strong
  - oriented mindset and excellent
  - solving skills.
• Strong organizational, planning, and structuring skills.
• Fluent in English and German; French language skills are a strong plus.
• Experience in multicultural environments.
• Knowledge of insurance, financial services, or policy administration processes is an advantage.
• IT literacy (MS Office, CRM systems); process management or Lean Six Sigma is a plus.
• Practical Agile experience and/or Project Management preferred

You have

• Strong organizational, planning and structuring skills;
• Excellent communication skills and ability to build strong working relationships in a complex environment.
• Strong leadership and people management capabilities.
• Analytical thinking and attention to detail.
• Ability to adapt to changing priorities and think outside the box.
• Flexible and able to think outside the box;
• Self-starter, driven, and
  - oriented
• Flexible and
  - focused approac

What we offer

We support your
- being

• Access dedicated counseling services, mental health resources, and
  - being sessions designed to keep you feeling your best
• Enjoy a personalized benefits package through a monthly budget on the Benefit platform, covering medical subscriptions, meal tickets, private pension plans, life insurance, Allianz Tiriac exclusive insurance discounts, and many more.
• Prioritize what truly matters with time off on your birthday, additional vacation days for each year with Allianz (up to five extra days), Paid leave on December 24th and 31st, plus the flexibility to swap weekend holidays for extra days off, and special allowances for significant life events.

We invest in your growth

Take advantage of an extensive learning curriculum tailored to support your career growth and meet your professional needs, with access to a wide range of technical and soft skills trainings, international certifications (including Agile, Lean Six Sigma, PRINCE2, ITIL, IFOA, ACCA, IACCM, and more), learning resources from Linked
In and Allianz platforms, language development opportunities (German, French, English), and our dedicated Leadership Program to help you reach the next level.

We value you and your work

We acknowledge and recognize your work through
- based rewards to celebrate your achievements, team, and individual recognition programs to celebrate your contributions and internal referral bonuses.

Your personal information, including sensitive data, may be shared with Hiring Managers to evaluate your suitability for the role. Only candidates who meet the criteria will be contacted, and all applications will be treated with strict confidentiality.

Allianz Group, , a trusted global insurance and asset management company, values inclusion, and integrity at its core. We foster an empowering environment that supports employee ambitions and challenges. Committed to fairness, we welcome applications from individuals of all backgrounds, regardless of ethnicity, age, gender, nationality, religion, disability, or sexual orientation. At Allianz, we encourage you to bring your whole self to work

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