Process Improvement Project Manager

Job description

POSITION SUMMARY The SPECIALTY LINES End-to-End (E2E) Process Improvement (PI) Digital Expert is placed within our Operations division and is directly reporting to the Global Head of Operations Strategy & Enablement Specialty Lines. The role is a Digital & Process expert at the forefront of reshaping and optimizing operational processes through continuous process improvement and digitalization initiatives. This position involves strategizing initiatives with the Global Head of E2E PI and project managing implementation of aligned initiatives Globally as a focus area for SPECIALTY LINES LoB’s. The said position collaborates across departments, fosters a culture of change and ensures the successful adoption of automation/ digitalization and other non-digital PI solutions. This position is pivotal in driving operational excellence, leveraging data analytics and aligning technology with organizational targets for sustained success in a digital era. Primary objectives include defining the target process and target customer journey offering for SPECIALTY LINES Line of Business (LoB) in line with operational targets, state-of-the-art technological solutions and evolving (AI) Group guidelines. The focus area lies in identifying and scoping opportunities for SPECIALTY LINES LoB’s, driving the implementation of projects locally to ensure the transformation of Allianz Partners Globally. Specific attention will be required for MDDR/EL Sub-Lob with the SL LoB for this role. Additionally, the role supports offshoring transition activities by coordinating with cross-functional teams — including Legal, HR, IT, and Procurement — to ensure a seamless transfer of operational processes to offshore locations in compliance with Group policies and regulatory requirements. DUTIES AND RESPONSIBILITIES Strategy Implementation: Implement defined E2E PI strategy for the Operations department for SPECIALTY LINES LoB in alignment with organizational targets of Allianz Partners, with specific focus area on FOS MDDR/EL Sub-Lob. Technology Evolution: Evaluate and integrate latest automation and digitalization technologies for customer journey and process automation in alignment with Allianz technical experts. Process/ Customer Journey Optimization: Leverage the existing Global Customer Journeys and Processes and implement them for SPECIALTY LINES LoB to the benefit of maximizing productivity and simplicity in all processes, with specific focus area on MDDR/EL Sub-Lob. Data Analytics: Utilize data analytics to gain insights into customer journey, customer experience and process performance and in consequence identify areas for improvement and support data-driven decision-making. Innovation: Encourage a culture of innovation within the Operations department, fostering creative solutions and continuous improvement through all available and new means of technical and organizational instruments. Cross-Functional Collaboration: Collaborate with various departments in Allianz Partners to ensure a seamless integration of target journey, target processes, and all operations projects across the organization. Change Management: Drive change management initiatives to facilitate the smooth adoption of target journey, target processes within the Operations department. Performance Metrics: Implement and monitor key performance indicators (KPIs) related to target journey and target process transformation, providing regular reports to the leadership of respective Global Entities. Training and Development: Provide training programs to enhance the Contact Center/ Omni-channel skills and knowledge of the Operations teams. Customer Experience: Focus on enhancing the overall customer experience through digital and non-digital initiatives, hence ensuring that operations processes meet customer expectations. Risk Management: Identify and reduce potential risks associated with operational processes transformation by implementing measures to safeguard operations. Regulatory Compliance: Ensure that customer journey and processes implemented in the Operations department comply with relevant AZ Group, industry regulations and standards. Business requirements/ Operations projects : Ensure timely and good quality implementation of defined operations projects which are prioritized to be implemented across respective BU’s for SPECIALTY LINES LoB, with specific focus area on MDDR/EL Sub-Lob. Compliance & Audit: Act as the central coordinator for Compliance and Audit topics for Operations Departments within the Specialty Lines LoB, including, but not limited to, coordination, action item follow-ups, setting up PIA, PEIA for various digital initiatives, etc. ELEVATE Initiatives: Act as the central coordinator for Respective ELEVATE initiatives (ELEVATE 1A, ELEVATE 1B, ELEVATE 1C) as per the identified initiatives and ensure initiatives are customized and prioritized for Operations Departments within the Specialty Lines LoB, with specific focus area on MDDR/EL Sub-Lob. Offshoring Transition Support: Support offshoring activities for Specialty Lines LoB by ensuring access granting to required tools and systems for offshore teams, fostering onshore-offshore alignment through collaboration and feedback loops, providing process expertise to evaluate offshoring suitability and readiness, facilitating knowledge transfer through up-to-date process documentation and training materials, supporting the setup and review of outsourcing agreements, and ensuring compliance with Group Outsourcing Policy, GDPR, and local regulatory requirements. Coordinate with Legal, HR, IT, and Procurement to address contractual obligations, labour law requirements, IT infrastructure setup, and data security standards throughout the transition lifecycle. Team Leadership: N/A WHAT YOU BRING Minimum 3+ years of professional experience in process improvement, digital transformation, or operations management Experience in leading end-to-end process optimization and/or digitalization projects is a strong advantage Experience in the insurance, assistance, or automotive services industry Experience working in matrix organizations and managing cross-functional initiatives is preferred Experience in offshoring or nearshoring transition projects, including coordination with stakeholders across Legal, HR, IT, and Procurement, is a distinct advantage Familiarity with regulatory compliance frameworks and Group policies relevant to cross-border operational transfers is desirable Good skills in Microsoft Office (especially PowerPoint) Fluency in English is required Good project management skills with the ability to plan, execute, and deliver initiatives on time Good communication and presentation skills with the ability to convey complex topics to diverse audiences Analytical mindset with a data-driven approach to problem-solving Proactive, self-driven, and comfortable working with ambiguity in a fast-paced environment Collaborative team player with a hands-on mentality Adaptability to digital technologies and data-driven ways of working, including exposure to AI, machine learning, data analytics, and cloud-based tools, while adhering to data governance, security, and ethical standards. HOW WE HIRE To Recruitment Agencies Allianz recruits through dedicated in-house teams and does not accept unsolicited resumes/CVs, candidate introductions, or outreach from agencies or search firms. We only engage agencies under a prior, written contract and, where applicable, via our Preferred Supplier List (PSL). No fees will be paid for any candidate submitted or introduced without a contract in place, even if that candidate is subsequently hired. Do not contact hiring managers directly. Any breach, including unsolicited submissions, off-PSL contact, or attempts to invoice without an agreement, will result in candidate disqualification, termination of any existing contract, and non-payment of fees. Allianz Group is one of the most trusted insurance and asset management compani