Head of Gcc

**Job Summary**:
The Global Competence Centers (GCCs) of Allianz Partners are regional delivery centers in strategic locations, responsible for providing cost efficient customer support services to local business units of various countries. These may include staff and non-staff human resource customer servicing, travel & assistance operations, claims management, analytics, reporting, vendor & network management, etc. to continuously deliver operational efficiencies and service improvements.

This position reports into the Global Head of GCC and work towards ensuring operational readiness to deliver agreed services and obtain profit contribution by managing staff, establishing effective operational processes, accomplishing business objectives and building an extended service offer that is designed to support BUs.

**Job Summary**:
The Global Competence Centers (GCCs) of Allianz Partners are regional delivery centers in strategic locations, responsible for providing cost efficient customer support services to local business units of various countries. These may include staff and non-staff human resource customer servicing, travel & assistance operations, claims management, analytics, reporting, vendor & network management, etc. to continuously deliver operational efficiencies and service improvements.

This position reports into the Global Head of GCC and work towards ensuring operational readiness to deliver agreed services and obtain profit contribution by managing staff, establishing effective operational processes, accomplishing business objectives and building an extended service offer that is designed to support BUs.

**Key responsibilities**
- Be responsible for managing the multi-functional delivery center, providing world class quality services
- Enhance value proposition to local and global clients of the BUs
- Ensure that resources are aligned to support the overall strategic direction through strengthening & enabling excellence and growth
- Oversee the service delivery and the day to day operations of the GCC, ensuring that all standards are met and procedures are followed
- Continuously review and monitor, identify trends & problem areas, reporting on risks, KPIs and propose d corrective action or new approaches
- Shape and articulate business strategy & value proposition to internal senior stakeholders and BU Head(s)
- Steer commercial development with external business partners/clients
- Collaborate with internal stakeholders & client delivery teams especially with regards to operational process designs, SLAs, KPIs, reporting
- Establish effective governance and service management capabilities, with high predictability to deliver & exceed on contractual commitments to customers and business partners
- Manage transitions of processes from local BU to the GCC through seamless transition management, knowledge transfer, process and IT set-up
- Develop detailed work plans, direct project teams, deliver status, meet deadlines, manage budgets, meet or exceed quality standards
- Collaborate and establish relationships with BU leadership and other senior executives. Ensure customer satisfaction by leading the collaborative development of SLAs, adhering to those agreements & monitoring costs, quality and timelines.
- Develop and lead a high functioning team with a focus on operational discipline and enhancing the customer experience.
- Continuously explore opportunities of cost optimization and operations efficiencies improvements, resulting into internal savings
- Ensure adherence and compliance to AzP policies, functional rules and standards of all area, with specific focus on compliance, fraud management, PCI, IT security

**Essential Requirements**:
**Personal Attributes**:

- Strong leadership skill
- Strategic thinking
- Aptitude in decision making and problem solving
- Ability to manage priorities and meet deadlines
- Flexible and accountable for business outcomes

**Profile requirements**:

- Have a deep understanding of shared services / international BPO operating models, with an ability to set-up the center, develop strategy, manage performance & improvements consistently, producing superior results, cultivating ownership, while enforcing company policies & regulatory compliances
- Minimum of 15 years of professional experience, with a minimum of 5 years focused on leading in a shared service / international BPO environment
- Client focused, with exceptional communication skills
- Ability to collaborate and influence, persuade and drive action with a collaborative management style
- Proven ability to effectively work cross-functionally with senior levels in the organization
- Experience in managing regulatory compliances & localizations
- Direct experience in creating business change using enabling technologies
- Desire to work in a fast paced environment, with a willingness to travel (maximum 25% of the time)
- Successful experience in implementing continuous improvement methodologies will