UK and IE Lead of Quality

TN United Kingdom; Croydon; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

Ein etabliertes Unternehmen im Versicherungsbereich sucht einen Quality Lead für UK/IE, um die Servicequalität zu gewährleisten und kontinuierliche Verbesserungen voranzutreiben. Diese Schlüsselrolle erfordert umfangreiche Erfahrung im Qualitätsmanagement und in der Kundenbetreuung. Der Quality Lead wird für die Entwicklung von Qualitätsstrategien, die Durchführung von Audits und die Förderung einer Qualitätskultur verantwortlich sein. Wenn Sie leidenschaftlich daran interessiert sind, die Kundenzufriedenheit zu steigern und einen positiven Einfluss auf die Organisation auszuüben, ist dies die perfekte Gelegenheit für Sie. Arbeiten Sie in einem dynamischen Umfeld, das Vielfalt und Inklusion schätzt.

Qualifications

• 10+ Jahre Erfahrung in interkulturellen Operationen, insbesondere im Versicherungsbereich.
• Starke Kenntnisse im Qualitätsmanagement und Beschwerdemanagement.

Responsibilities

• Entwicklung und Umsetzung der Qualitätsmanagementstrategie im Land.
• Leitung von Qualitätszirkeln zur Überwachung der Leistung.

Skills

Qualitätsmanagement

Beschwerdemanagement

Kundenfeedbackanalyse

ISO-Zertifizierung

Prozessentwicklung

Risikomanagement

Interkulturelle Kommunikation

Teamführung

Education

Bachelorabschluss

Masterabschluss

Job description

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Location – Croydon – Hybrid – 3 days in the office and 2 days at home + regular international travel to other group sites

The role:

The Quality Lead for UK/IE is part of the regional quality organization, reporting to the Regional Quality & Training Lead in Operations. The role involves ensuring and enhancing service quality, including managing quality processes, customer satisfaction, complaints, and leakage. Responsibilities include developing quality strategies, overseeing assurance processes, and promoting continuous improvement. The Quality Lead collaborates with the central quality team and cross-functional departments to uphold quality standards, meet regulatory requirements, and foster a culture of quality organization-wide. This role is crucial for delivering high-quality outcomes, maintaining customer satisfaction, and raising quality awareness within the organization.

Primary objectives include managing complaints, driving quality assurance audits, monitoring customer satisfaction (VoC/NPS), identifying improvement areas, and implementing initiatives aligned with the Group quality strategy. Additionally, conducting OFR/CFR to identify leakage and define improvement measures within the organization.

Hours:

35 hours per week, Monday to Sunday 07:00 – 18:00. Hours may vary based on business needs and are subject to change.

Key Responsibilities:

1. Quality Strategy: Participate in developing and implementing the quality management strategy in the country.
2. Cross-Functional Collaboration: Work with various departments to integrate quality measures into all operational aspects.
3. Quality Culture: Promote a culture of quality through initiatives within the team and departments.
4. Quality Standards: Establish and maintain high standards aligned with industry best practices, group standards, and local regulations, meeting customer expectations.
5. Quality Audits: Conduct regular audits, identify improvement areas, and develop corrective action plans.
6. Quality Certification: Drive ISO and other certifications at the local level.
7. Quality Assurance: Plan, implement, and monitor assurance processes for compliance.
8. Quality Metrics: Establish KPIs, monitor, and report to leadership.
9. Customer Satisfaction: Focus on enhancing satisfaction through VOC/NPS, addressing concerns promptly, and launching VOC initiatives.
10. Quality Committees: Lead quality circles and B-Partner quality committees to monitor performance and implement actions.
11. Complaints Management: Implement and maintain a complaints process, track issues, and support system deployment.
12. Complaints Handling: Manage and resolve customer complaints effectively.
13. Continuous Improvement: Drive initiatives to improve services, reduce leakage, and increase customer satisfaction, with regular feedback loops and timely corrective actions.
14. Customer Feedback: Analyze feedback for improvement opportunities and integrate findings into quality processes.
15. Leakage Management: Establish control measures, track leakage rates, and collaborate on actions.
16. Process Development: Lead the design and improvement of quality management processes.
17. Risk Management: Identify and mitigate quality risks to prevent defects.
18. Documentation: Ensure proper documentation of processes and outcomes for transparency.
19. Financial & Budget Management: Manage the quality scope budget.
20. Team Leadership: Build and lead a high-performing team, fostering a culture of excellence and innovation, and promoting Allianz values.

About you:

• 10+ years’ experience in intercultural operations within insurance, assistance, or banking
• Strong knowledge of quality and complaints environments
• Experience executing large-scale strategies with cross-functional approaches
• Understanding of the UK regulatory environment
• Focus on customer satisfaction and process efficiency
• Ability to interact with senior management and articulate clearly
• Strong communication, team spirit, and flexibility
• Ability to multitask and work remotely in an international setting
• Fluency in English

About Allianz:

Group is a trusted global insurance and asset management company. We value diversity and inclusion, encouraging applications regardless of ethnicity, age, gender, nationality, religion, disability, or sexual orientation. Join us in building a better future for our customers and the world around us.