What you do

As part of the AP Health Operations Transformation team, the Transformation Specialist will lead the evolution of Conversational AI across our global Health business. Overseeing functionality implementation together with our operational teams (e.g. Contact centre), defining optimal member and user journeys, and developing process optimization / customer experience initiatives are all key components of this role.

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

• Lead the Conversational AI strategy for AP Health Operations, including VoiceBot and ChatBot functionality, working closely with Helpline, the central team and Organisational Management
• Be the key representative for the Health line of business, in ensuring a joined up approach together with Allianz Partners Global Office via open communication and prioritisation of bot changes
• Develop and implement a project plan (with due dates, key milestones etc) manage risks and timelines closely, coordinate key tasks, define KPI\'s and align target savings with Operations Leadership teams
• Develop strong relationships with the key stakeholders, put a communications plan in place to ensure they are kept updated, and provide regular updates and reporting to senior management.
• Lead and support on process optimization projects across Operations and represent Operations on projects as a Subject Matter Expert as required
• Design and implement Target Operating Model for LiveChat, VoiceBot and ChatBot governance and optimization
• Create and maintain project plans and timelines, including determining tasks, due dates and milestones and ensure alignment with overall Operations Transformation & Support strategy
• Develop self and maintain knowledge in relevant fields at all times.
• Proactively participate and contribute to department strategies.
• Ad hoc project work as and when required.

What you bring

• Minimum of 2 years\' experience in a Process optimization or Technical Specialist role
• Minimum of 3 years experience in a customer focused environment
• Results driven and solution oriented, ability to prioritize workload and manage time effectively
• High attention to detail and accuracy, with focus on high quality outputs
• Strong communication (verbal & written) and interpersonal skills, including the ability to interact professionally with a diverse group of stakeholders at a senior level
• Demonstrates strong quantitative and analytical skills and aptitude
• Strong computer skills are essential (high level skill with Microsoft Office products to include: PowerPoint/Excel/Word, as well as Outlook)
• Works effectively on own initiative
• Maintains a positive attitude in the face of adversity and competing priorities, ability to work well under pressure
• A good understanding of Agile and Waterfall methodologies will be considered a plus

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.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let\'s care for tomorrow.
Note: Diversity of minds is an integral part of Allianz\' company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.

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