Allianz - Assistant Manager - Operations

Job Title: Assistant Manager Operations

Department: Operations

Job Type: Full-Time | Permanent

Experience Required: 6 to 10 Years

Location: Trivandrum

Company: Allianz Services

About Allianz Group:

Allianz Group is one of the worlds most trusted insurance and asset management companies.

We believe in caring for our employeestheir ambitions, dreams, and challengeswhich

makes us a unique and empowering workplace. Together, we aim to create an environment

where everyone feels confident to explore, grow, and help shape a better future for our

customers and communities.

Role Overview:

We are seeking a dynamic and experienced Assistant Manager Operations with a strong

background in international voice processes. This role is pivotal in driving operational

excellence, leading teams, managing performance, and ensuring optimal service delivery within

a fast-paced contact center environment.

Key Responsibilities:

- Lead and manage a team handling international voice processes, ensuring performance goals are met or exceeded.

- Drive team engagement, performance management, and handle grievances efficiently.

- Monitor key contact center metrics such as AHT, CSAT, FCR, SLA, and productivity.

- Conduct regular performance reviews and support professional development through feedback and coaching.

- Manage team KRAs, appraisals, and succession planning activities.

- Handle stakeholder communication and ensure alignment on operational deliverables.

- Analyze operational trends and implement strategies to manage attrition and enhance team productivity.

- Ensure compliance with internal processes and external regulations.

Key Skills & Qualifications:

- Minimum 6 years of overall work experience in operations, with at least 2 years in a team lead or supervisory role.

- Proven expertise in international voice process operations.

- Strong understanding of contact center metrics and KPIs.

- Excellent communication, leadership, and interpersonal skills.

- Experience in team management, performance appraisals, grievance handling, and people development.

- Proficient in stakeholder management and strategic thinking.

Why Join Us?

Be part of a global leader committed to employee growth and wellbeing.

Engage in meaningful work that contributes to a better future.

Experience a dynamic and inclusive work culture with ample growth opportunities.