Service Delivery Support

Allianz PNB Life Insurance, Inc. (formerly PNB Life Insurance Inc.); Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Allianz PNB Life Insurance, Inc. in the Philippines seeks a Service Delivery Support to maintain and enhance relationships with outsourcing partners designated for Allianz Partners Health services.

The role focuses on managing third party partners, resolving issues swiftly, and driving improvements in member experience through effective collaboration and escalation management.

Qualifications

• 4+ years of service delivery or account management experience.
• Experience in multinational environments and meeting tight deadlines.
• Strong communication and collaboration skills.

Responsibilities

• Assist in managing end-to-end service delivery with TPP.
• Identify root causes and mitigation plans to enhance service delivery.
• Understand and maintain knowledge of TPP capabilities and limitations.
• Document and maintain TPP information (scorecards).
• Communicate relevant information to stakeholders to facilitate decision making.
• Lead and support TPP meetings/calls.
• Participate in TPP business reviews to provide feedback.
• Drive easy, quick and high-quality interactions with all touchpoints.
• Review member experience and identify operational improvement opportunities.

Skills

Service Delivery

Stakeholder Communication

Root Cause Analysis

TPP Knowledge

Account Management

Meeting Facilitation

Issue Resolution

Job description

JOB OVERVIEW

Reporting to the Service Delivery Manager in Operations Transformation & Support, the Service Delivery Support will maintain, support and act as the main point of contact for an assigned account by building and managing successful relationships with outsourcing partners who are designated to perform activities on behalf of Allianz Partners Health.

RESPONSIBILITIES

Responsibilities will include, but are not limited to, the following:

Managing our Third Party Partners (TPP)

• Assist in managing and developing end to end service delivery considering related TPP service issues
• Identify root causes and push for mitigation plans to enhance the service delivery
• Understand and maintain very good knowledge of TPP capabilities and limitations to anticipate needs and challenges
• Document and maintain all relevant information pertaining to TPP (scorecards)
• Communicate relevant information to key stakeholders to facilitate decision making
• Lead and support any TPP meetings/calls
• Participate to TPP business review to give relevant feedback

Members Experience

• Recognized as the go-to person internally on the assigned account
• Drive easy, quick and high quality interactions with all touchpoints
• Drive escalation resolution in a swift and member centric manner
• Maintain and review the account escalation log up to date with constructive feedback
• Participate to functional huddles and support any effort on issue resolution
• Review the members experience and identify any possible operational areas for improvement

REQUIREMENTS

To be successful in this position you will need to have the following skills/ experience:

• Preferably 4 years+ of optimal Service Delivery experience or account management role
• Experience in a multinational environment, producing update within tight deadlines