Head of Operations - Health (Philippines)

Allianz; Makati; On-site; PHP 2,500,000 - 4,000,000; Full time

Job summary

Allianz Partners Health (Philippines) seeks an accomplished Head of Operations to establish and lead a regional operations centre in Manila. You will direct daily activities across Claims, Helpline, Medical Services, and Policy Management, driving service excellence and operational efficiency for APAC and global support.

You will collaborate with global functional heads, uphold high standards of customer service, and implement continuous improvement initiatives, leveraging strong leadership and

Qualifications

• Bachelor's degree in Business Administration, Management, or related field required.
• 5+ years in an Operations leadership role preferred.
• Strong knowledge of Microsoft Office (Excel, Word, PowerPoint).
• Customer focused with strong communication and teamwork skills.

Responsibilities

• Lead and manage all operational processes in the Philippines operations centre across Claims, Helpline, Medical Services, Policy Management & technical support teams.
• Ensure service delivery meets defined performance metrics, quality standards and SLAs.
• Develop and implement strategies to enhance operational efficiency and drive continuous improvement.
• Monitor KPIs to identify areas for improvement and address gaps.
• Establish strong stakeholder relationships and act as primary contact for escalations and updates.
• Support staff development and promote a culture of learning and engagement.
• Collaborate with Global Heads to align operations with group strategy.
• Engage Heads of Functions and broader Health Ops leadership to drive excellence.
• Stay updated on industry trends and propose innovative service delivery solutions.
• Ensure compliance with policies and guidelines for the operations centre.

Skills

Customer focus

Communication skills

Team collaboration

Integrity

Problem solving

Education

Bachelor's degree in Business Administration, Management, or related field

5+ years in an Operations leadership role

Tools

Microsoft Office

Job description

Key Responsibilities:

As the Head of Operations for Allianz Partners – Health (Philippines) you will play a crucial role in the established of an operations centre that will provide support to our global health insurance business. The role will be based in our Allianz offices in Manila and will successfully support the growth of our services both within APAC and across the globe. The incumbent shall ensure business growth through directing and managing flow of operational activities to ensure these are delivered in accordance with the organization’s strategy. This role has responsibility to plan and direct the operational performance, in conjunction with the global functional Heads of departments. You will have responsibility for overseeing the day-to-day operations of our centre, ensuring the highest level of service delivery, customer excellence and operational efficiency. This is a challenging and rewarding role that requires strong leadership skills, exceptional problem-solving abilities and a deep understanding of operations processes. You will work closely with Senior stakeholders across the Operations function and other key members of the business to deliver best in class solutions.

Key Tasks/What you bring:

• Lead and manage all operational processes in the Philippines operations centre relating to Claims, Helpline, Medical Services, Policy Management & technical support teams
• Ensure excellent service delivery and adherence to established performance metrics, quality standards, and service level agreements (SLAs)
• Develop and implement strategies to optimise operational efficiency, enhance productivity, and drive continuous improvement initiatives
• Monitor and analyse key performance indicators (KPIs) to identify areas for improvement and take appropriate action to address any issues or gaps
• Establish and maintain strong relationships with stakeholders, serving as the primary point of contact for escalations, inquiries, and updates
• Support the growth and development of our people by promoting and driving a culture of learning and engagement with all employees
• Manage staff performance in conjunction with the Global Head of departments within the operations centre through the implementation of people plans that strengthen our employee value proposition and position our business as an employer of choice
• Collaborate across both the global operations function as well as the wider business to ensure excellence in service delivery
• Proactively engage with Heads of Functions in operations as well as the wider Allianz Partners Health Ops Leadership team
• Stay up to date with industry trends, best practices, and emerging technologies in the operations services sector, and proactively suggest innovative solutions to enhance service delivery
• Ensure all relevant compliance policies and guidelines are adhered to for the operations centre and our people
• Proactively participate in projects and consistently seek ways to enhance service delivery
• Management of internal quality assurance processes
• The provision of regular and ad-hoc management information
• Drive a culture of continuous improvement whereby we consistently deliver the best service for our people, customers and business

Minimum Requirements:

• Bachelor's degree in Business Administration, Management, or a related field
• Proven experience of 5 years+ in an Operations leadership role, preferably as a Site Lead or Operations Manager
• Deep understanding of operations, processes, and industry best practices.
• Strong Knowledge of Microsoft Office (Excel, Word, PowerPoint).
• Customer focused
• Strong communication (verbal & written)
• Ability to work effectively within a team environment
• Honesty and Integrity

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.

Great to have you on board. Let's care for tomorrow.