Team Leader with German - Customer Support Policy Administration

Allianz Services is proud to serve and be part of Allianz Group, one of the world's leading insurers and asset managers. Our global footprint, with more than 8,700 employees located across twelve countries and four continents, enables us to unlock value for our partners across the insurance value chain and deliver superior client experience within Allianz Group. At Allianz Services, we have a strong specialization in core insurance operations, shared services, business analytics, engineering, and management consulting. Our people and our trusted relationships with partners are what matter most. These are rooted in our values of compassion, integrity, and expertise and we strive to continuously evolve, improve, and deliver excellence while contributing successfully to the transformation of Allianz. Caring actively for the environment, for people, and for our customers is what makes us a great place to work and together we are shaping a better and more caring tomorrow.

Job role

The role involves leading and coordinating the Customer Support & Policy Administration team to provide high-quality service through a mix of administrative processes, either backoffice or telephony, ensuring alignment with service-level agreements, compliance standards, and Allianz’s quality benchmarks.

What You Will Do

Leadership & Team Management

• Lead the customer support and back-office policy administration activities.
• Create an inspiring team environment with an open communication culture.
• Oversee onboarding of new tasks, processes, and systems, ensuring proper documentation and training.
• Plan and allocate resources effectively to meet SLAs and business needs.
• Conduct performance evaluations, provide coaching, and support career development.
  
  

Operational Excellence

• Ensure accurate and timely execution of policy administration tasks.
• Monitor call quality, policy processing accuracy, and adherence to operational KPIs.
• Prepare and dispatch daily, weekly, and monthly operational reports.
• Take ownership of the accuracy and completeness of operational data; identify trends and provide analysis for improvement.
• Collaborate with other internal departments to coordinate for billing, financial needs, recruitments etc.
  
  

Client & Stakeholder Engagement

• Act as an escalation point for complex customer queries.
• Maintain effective working relationships with internal and external customers.
• Participate in stakeholder and process improvement meetings with client teams.
• Collaborate with other Allianz departments/regions to harmonize processes and improve operational efficiency.
  
  

Quality & Compliance

• Conduct quality assurance checks on both telephony and back-office deliverables.
• Ensure processes comply with Allianz standards and regulatory requirements.
• Escalate risks and issues promptly to senior management.
  
  

What You Bring

• 2+ years of proven experience in coordinating and/or leading a team in a customer service or operations environment.
• Experience with both inbound/outbound telephony and back-office processes.
• Strong customer-oriented mindset and excellent problem-solving skills.
• Strong organizational, planning, and structuring skills.
• Fluent in English and German; French/ Italian/ Spanish language skills are a strong plus.
• Experience in multicultural environments.
• Knowledge of insurance, financial services, or policy administration processes is an advantage.
• IT literacy (MS Office, CRM systems); process management or Lean Six Sigma is a plus.
• Practical Agile experience and/or Project Management preferred.Analytical and customer oriented mindset, with a genuine interest in technology, digital transformation, and innovation (e.g. IT, automation, or GenAI).We highly welcome candidates with a genuine interest and affinity for Information Technology (IT) and Generative Artificial Intelligence (GenAI), as these attributes are considered valuable assets to our team.
  
  

You have

• Strong organizational, planning and structuring skills;
• Excellent communication skills and ability to build strong working relationships in a complex environment.
• Strong leadership and people management capabilities.
• Analytical thinking and attention to detail.
• Ability to adapt to changing priorities and think outside the box.
• Flexible and able to think outside the box;
• Self-starter, driven, and results-oriented
• Flexible and customer-focused approach
  
  

What We Offer

We support your well-being

• Access dedicated counseling services, mental health resources, and well-being sessions designed to keep you feeling your best
• Enjoy a personalized benefits package through a monthly budget on the Benefit platform, covering medical subscriptions, meal tickets, private pension plans, life insurance, Allianz Tiriac exclusive insurance discounts, and many more.
• Prioritize what truly matters with time off on your birthday, additional vacation days for each year with Allianz (up to five extra days), Paid leave on December 24th and 31st, plus the flexibility to swap weekend holidays for extra days off, and special allowances for significant life events.
  
  

We invest in your growth

Take advantage of an extensive learning curriculum tailored to support your career growth and meet your professional needs, with access to a wide range of technical and soft skills trainings, international certifications (including Agile, Lean Six Sigma, PRINCE2, ITIL, IFOA, ACCA, IACCM, and more), learning resources from LinkedIn and Allianz platforms, language development opportunities (German, French, English), and our dedicated Leadership Program to help you reach the next level.

We value you and your work

We acknowledge and recognize your work through performance-based rewards to celebrate your achievements, team, and individual recognition programs to celebrate your contributions and internal referral bonuses.

Your personal information, including sensitive data, may be shared with Hiring Managers to evaluate your suitability for the role. Only candidates who meet the criteria will be contacted, and all applications will be treated with strict confidentiality.

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.

We are united by a shared commitment: to put our customers first and at the center of everything we do. Their needs inspire our thinking and guide our actions.

Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for 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. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture.

We therefore welcome applications regardless of ethnicity or cultural Internal background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.