Responsibilities:

• Overall management of the call centre and ancillary services relating to operations and development of the company to ensure professional resource planning disciplines, systems & process are integrated into the day to day management of the call centre operation to deliver Service Level Agreement.
• Development of a strategic plan for the call centre including technology, organisation structure, skills, training & resources requirements.
• Analyse the current status of the call centre & develop solutions & business cases to address any gaps in capability, resourcing or performance.
• Manage the implementation of strategic & tactical programs to enhance the capability of the call centre to achieve the strategic objectives of the business.
• Liaise and coordinate the activities of all functional departments.
• Develop and execute strategic planning with the management team to enhance service capabilities, quality and efficiency.
• Budget management to achieve budget objectives.
• Manage and monitor KPIs and provide variances analysis reports.
• Implementation of training, monitoring and other performance measurement including feedback procedures to improve the overall level of service and professional development of the employees
• Implementation of new client programs resulting from new business.
• Operational cooperation with other Allianz Worldwide Partners entities.

Requirements:

• Degree holder in Business Administration, Management, Hospitality or other closely related field
• Min. 5 years or above working experience in a foreign MNC within a call centre environment with Road Side Assistance or Travel Assistance would be a strong advantage.
• Proven track record in managerial, leadership and communicating skills.
• Excellent command of English and Cantonese (verbal and written).
• Good interpersonal, analytical and problem solving skills.

Application Process:

A competitive remuneration and benefits package will be offered. Please send your application, with details of current and expected salary, to: Human Resources Division, Allianz Worldwide Partners Hong Kong

Allianz Partners is a world leader in B2B2C insurance and assistance,specializing in the areas of international health & life, automotive, assistance and travel insurance.  Operating in over 76 countries, Allianz Partners offers global solutions that are redefining help, going beyond traditional insurance to help and protect customers wherever they are and whenever they need it.  Our innovative experts deliver future-ready, high-tech, high-touch products and services through four commercial brands: Allianz Assistance, Allianz Care, Allianz Automotive and Allianz Travel. We have over 19,000 employees who handle more than 54 million cases each year, motivated to go the extra mile to help customers and employees around the world. If this sounds like you, come and join us!

Allianz Partners is a fast changing company with strong growth ambitions. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we nourish them and invest in their careers because we recognize that your development and our growth and our development go hand in hand. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us! As an equal opportunity employer, Allianz Partners recognises that our strength lies in our people. We are committed to diversity and inclusivity and everyone is welcome to apply. More information regarding the Allianz Partners lines of business can be found at: http://www.allianz-partners.com