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About The Opportunity : Allianz Technology is the internal IT provider of the Allianz Group and our Contact Center Solutions (CCS) department is globally responsible for Allianz’ IT standard for contact centers. Within Europe, we deliver contact center service to almost 20,000 agents. In an environment greatly shaped by outsourcing, CCS governs a series of partners in order to deliver to the Allianz Group stable and reliable services in the contact center area. As a Chapter Lead, you are responsible for leading a team of highly skilled architects and engineers. This position requires a visionary leader who can drive the strategic direction of Contact Center Solution, ensuring alignment with business goals and technological advancements. The Chapter Lead will foster a culture of innovation, collaboration, and continuous improvement, while also providing technical expertise and mentorship to the team.

What you do

• As a Line Manager : Provide leadership and guidance to team members, fostering a positive and productive work environment. Conduct regular team meetings to discuss goals, progress, and any issues that may arise. Ensure that team members have the necessary resources and training to perform their roles effectively. Set clear performance expectations and objectives for team members. Monitor and evaluate individual and team performance, providing constructive feedback and coaching. Conduct performance appraisals and support professional development. Ensure that daily operations align with company policies and procedures. Implement and monitor processes to improve efficiency and effectiveness. Manage budgets and resources effectively to meet financial targets. Serve as a liaison between upper management and team members, ensuring clear and effective communication. Prepare and present reports on team performance, challenges, and achievements to senior management. Ensure compliance with local regulations and company policies. Identify and mitigate risks within the team’s operations. Contribute to the development and execution of local business strategies. Align team activities with broader organizational goals and initiatives. Promote a culture of continuous learning and improvement. Support the career development of team members through mentoring and training opportunities. Ensure that the team provides high-quality service to clients and stakeholders. Address customer complaints and issues promptly and effectively. Evaluate the performance of the entire team, using established performance metrics and objectives. This involves reviewing individual contributions and the team’s overall impact on the organization. Use objective criteria to assess and compare team members, ensuring that salary recommendations are based on merit, achievements, and contributions rather than subjective judgments. Align salary adjustments with the organization’s strategic goals, such as rewarding high performance, retaining key talent, or addressing skills gaps.
• As a Chapter Lead : Guide and mentor chapter members in developing their technical skills and knowledge. Stay updated with industry trends and advancements to ensure the team remains competitive and innovative. Define the vision and objectives for the chapter, aligning with organizational goals. Foster a community of practice within the chapter to share knowledge and best practices. Conduct regular one-on-one meetings with chapter members to discuss career development, performance, and personal growth. Provide feedback, coaching, and support to help team members achieve their professional goals. Facilitate collaboration between chapter members and other teams or departments. Ensure that chapter members are aligned with the goals of their respective squads or teams. Manage the allocation of chapter members to various projects or squads based on skills and project needs. Balance the workload within the chapter to optimize performance and productivity. Encourage a culture of continuous improvement and learning within the chapter. Identify and implement improvements in processes, tools, and methodologies. Communicate effectively with stakeholders about chapter progress and challenges. Promote and embody the organizational values and culture within the chapter. Act as a change agent to drive Agile transformation and adoption within the organization. Identify potential risks related to chapter activities and implement strategies to mitigate them.

What you bring

• Bachelor’s or Master’s degree in a relevant field (e.g., Business, Engineering, IT).
• Proven experience (5+ years) in a relevant domain with at least 2 years in a leadership role in a matrix structure.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to think strategically and lead change.
• Strong problem-solving skills and a proactive approach.
• Role model character with talent to drive new ideas and take new perspectives to challenge existing solutions.
• Possessing understanding of (IT) service management, (IT) service organizations and ITIL processes is a plus (OS / Middleware, AI, Cloud contact center solution).
• Experience in Agile methodology.
• Fluent in English (at least B2.3 / FCE level).
• Experience in the insurance or financial services industry.

What we offer

We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad. We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location). From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered. Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach.

67584 | IT & Tech Engineering | Professional | Non-Executive | Allianz Technology | Full-Time | Permanent

About Allianz Technology

Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 13,000 employees located in 22 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry. We oversee the full digitalization spectrum – from one of the industry’s largest IT infrastructure projects that includes data centers, networking, and security, to application platforms that span from workplace services to digital interaction. In short, we deliver full-scale, end-to-end IT solutions for Allianz in the digital age.

D&I statement

Allianz Technology is proud to be an equal opportunity employer encouraging diversity in the working environment. We are interested in your strengths and experience. We welcome all applications from all people regardless of gender identity and / or expression, sexual orientation, race or ethnicity, age, nationality, religion, disability, or philosophy of life. Join us. Let's care for tomorrow.

You. IT

To Recruitment Agencies : Allianz Technology has an in-house recruitment team that sources great candidates directly. Therefore, Allianz Technology does not accept unsolicited resumes from agencies or search firm recruiters. When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when there is a contract in place. Without a contract in place, we will not accept invoices on unsolicited resumes, even if the candidate was ultimately employed by Allianz.

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