IGO Operations Manager m/f/d

Allianz Partners; Brussel; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Allianz Partners in Brussels is seeking an Operations Manager to lead and develop the Brussels-based operations team, ensuring targets for client portfolios are achieved. You will oversee office administration, HR liaison, and vendor management, while coordinating with cross‑functional teams to deliver high-quality service to IGO and corporate clients.

You will manage a matrixed team across regions, driving efficiency and customer satisfaction, with a focus on AI/data-enabled improvements and

Qualifications

• Five+ years of experience in similar operations leadership roles.
• Fluent in English (written & spoken); French knowledge is advantageous.
• Proven leadership of matrixed, cross‑functional, multi‑country teams.
• Strong stakeholder management for complex client relationships.
• Excellent communication, presentation skills, and ability to drive process improvements.

Responsabilités

• Oversee Brussels-based operations and support client portfolio.
• Act as key escalation point for IGO and corporate clients.
• Lead Brussels office administration including HR, vendor and facilities management.
• Coordinate with cross‑functional teams and external partners on projects.
• Drive process improvements, VOC initiatives, and SLA adherence.
• Represent Operations in local and international projects with strong data governance.

Connaissances

Leadership

Stakeholder management

English fluent

Strategic thinking

Communication skills

Project coordination

Description du poste

About Allianz Partners

Allianz Partners (AP) 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.

About Allianz Partners

Allianz Partners (AP) 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 Brussels team serves as a key operational team mainly supporting International Governmental Organisation (IGO) clients, delivering tailored health insurance solutions and dedicated service management to some of the world’s most prestigious international organisations.

About The Role

As the Operations Manager, Brussels, you will lead and develop the Brussels-based operations team, ensuring that quantitative and qualitative targets are met for our client portfolio. You will provide oversight and support, acting as the key escalation point for IGO clients and coordinating closely with cross-functional teams across the Health Line of Business (LOB). In this role, you will combine operations leadership with hands‑on client engagements, working closely with the Key Account Management team, and take full responsibility for the Brussels office administration — including legal, HR, vendor, and facility management. Your focus will be on leading and engaging your team, driving efficiency, process improvements, and customer satisfaction across all IGO operations while maintaining strong client partnerships. This role reports directly to the Regional Head of Operations, Europe and Americas.

Responsibilities

Operations Management

• Oversight and support of Operations teams servicing IGO and Corporate clients
• Key Operations escalation point for IGO clients
• Act as Operations matrix/host manager for all Brussels-based Operations
• Lead initiatives aimed at improved Voice of Customer feedback, efficiency, process improvement and cost effectiveness
• Monitor and support, together with functions, high quality service delivery within contractual SLAs
• Act as decision maker on refer-before-reject requests for IGOs and on complex escalations
• Compile and communicate internal Operations reports for top clients
• Deliver strategic client-specific projects with other departments (e.g. client plan modernisation)
• Continuous development and improvement of operational processes
• Deliver insightful client reporting in line with deadlines
• Participation in and leadership of local/international projects
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use

Client Interaction

• Conduct contractual and ad hoc meetings with clients and their HR teams
• Serve as the contractually named person for complaints management
• Present plan and service performance to decision-making bodies of IGO clients
• Consult and influence clients on process and plan improvements and healthcare/insurance trends in collaboration with other departments
• Deliver town halls and presentations to IGO members, staff associations, and retiree associations

Brussels Office Management

• Serve as the legal signer of documents related to AP Solutions GmbH Belgian Branch
• Vendor management — monitor and approve costs related to the Brussels office
• Facility management — oversee all office rent, office management, building management, and IT management tasks required for the proper functioning of the Brussels office
• HR liaison — serve as the main point of contact for the central HR team in Dublin, local Allianz Partners HR in Brussels, and external HR partner SD Worx for payroll, employee contracts, staff rules, employee benefits (health insurance, accident insurance, meal vouchers), and all ad‑hoc HR‑related matters
• Business continuity management — central point of contact for the global AP business continuity function
• Own insurance management – central point of contact for obligatory company insurances mandated by Allianz SE

People Leadership

• Professional and disciplinary lead of the Brussels Operations team
• Responsibility for target delivery (meeting qualitative and quantitative targets, VOC targets, and Allianz Engagement Survey)
• Continuous performance monitoring and corrective support for team members
• Planning and forecasting necessary capacities; ensuring backups at all times without operational impact
• Proactive management of team relationships; building strong team spirit
• Provide coaching and feedback in a matrixed team environment
• Supporting recruiting processes and active involvement in events such as customer visits

Other activities may be performed by the Employee upon the Employer's request.

Education And Experience Required

• 5+ years of experience in similar roles or businesses
• Fluent in English (written & oral); French language knowledge an advantage
• Leadership experience managing matrixed, cross-functional and geographically dispersed teams
• Strong stakeholder management skills with ability to manage complex, multi-country client relationships
• Excellent communication and presentation skills, with ability to build and maintain internal/external relationships
• Strategic thinking with ability to drive process improvements and operational efficiency
• Knowledge of international health insurance or employee benefits is a plus
• Strong organisational skills with ability to manage multiple priorities simultaneously
• Autonomy, critical thinking, decision-making skills, tolerance of ambiguity,
• Ability to work in a fast‑paced, multi‑tasking environment

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.

106037 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future‑ready, high‑tech high‑touch products and solutions that go beyond traditional insurance. Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and is available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care.