北京招聘

职位描述：
 

Manage a team of Roadside Assistance (RSA) Supervisors, Team Leaders, Service Quality Coaches & Assistance Coordinators in the delivery of a service experience that consistently exceeds customer expectations.

Contribute to the development of the Operations Strategic Plan.

Coordinate & implement operational plans/projects/initiatives to deliver the strategic objectives set by the COO as well as the business targets & cultural goals of the RSA business.

Scope

? Roadside Assistance Front Office

? Roadside Assistance Back Office

? Beijing

Internal Relationships

? National Supply Chain Manager

? National Automotive Provider Network Manager

? Roadside Assistance Manager, Chengdu

? Operational Excellence Manager

? Quality & Training Manager

? Resource Planning Manager

? Technical & Warranty Manager

? Sales team

? HR team

? IT team

External Relationships

? Providers

? Clients

? Contact Centre Suppliers & Vendors

Position Accountabilities

Coordinate & Implement Operational Plans

? Coordinate & implement a structured business planning process.

? Coordinate & implement operational plans/projects/initiatives to achieve Key Performance Indicator targets.

Position Accountabilities

Coordinate & Implement Operational Plans contd…

? Coordinate & implement operational plans/projects/initiatives to achieve Cultural Goals.

? Coordinate & implement operational plans/projects/initiatives to implement new technologies.

? Coordinate & implement operational plans/projects/initiatives to implement changes to existing & new processes.

? Coordinate & implement a recruitment plan to ensure that the automotive business attracts and retains high quality team members.

? Coordinate & implement operational plans/projects/initiatives to identify and fulfil the current & future skills, training & career development needs of the business.

? Coordinate & implement operational plans/projects/initiatives to ensure compliance with all relevant legislation governing the services provided.

? Short/medium term forecasting to support the development & implementation of operational plans.

Lead the team

? Manage & role model the Cultural Goals of the organisation in order to maximise staff engagement, attendance & retention.

? Manage & role model AGA’s “World Class Service” ethic to deliver the service expectations of the customer within the contract parameters set by the client.

? Conduct a Monthly Performance Review with each member of your team.

? Conduct bi-annual & annual appraisals with each member of your team.

? Conduct performance & behavioural management meetings, including return to work interviews, with team members when required.

? Develop & implement coaching, performance & behavioural improvement, & career development plans with each member of your team.

? Conduct effective meetings with ACs, Supervisors, Team Leaders, Service Quality Coaches & peers.

? Ensure the timely production & delivery of all operational reports for the National Contact Centre Manager, National Supply Chain Manager & COO.

? Understand & communicate the results of the business via reports & presentations to your team, peers & management.

? Educate the team on the business drivers for success, ensuring the understanding of their role, commitment to the agreed goals & encouraging the generation of business improvement ideas.

Position Accountabilities

Lead the team contd…

? Act as a point of escalation for managing & resolving customer complaints, client enquiries & provider relationship issues.

? Manage & coordinate the administrative tasks of the team.

Work Collaboratively

? Build strong relationships & work collaboratively with other members of the Operations leadership team to deliver consistency in culture, service delivery & process implementation across the business.

? Delegate effectively & appropriately to the Supervisors, Team Leaders, Service Quality Coaches & ACs in the team.

? Working with the National Supply Chain Manager, ensure that the Back Office & Provider Payment teams achieve the targets & objectives set by the National Supply Chain Manager.

? Working with the Resource Planning team, ensure the effective utilisation & allocation of team resources to maximise productivity & service outcomes.

? Working with the Learning & Development team, develop & implement training plans to address & rectify errors, service failures & skills gaps.

? Working with the Human Resources team, recruit & retain quality candidates for long term careers with AGA.

? Working with the IT & Building Services team, ensure that each team member is fully equipped to effectively perform their role.

? Working with the Network Support team, manage day-to-day relationships with our service providers to ensure a seamless service for our customers.

Management Accountabilities

Leadership & Supervision

? To monitor and mentor staff to enable timely, efficient and innovative solutions to the AGA business

? To provide the necessary staffing support (both internally and externally) to enable the production, development and support of operating systems

Performance Management

? Manage team performance individually and as a group, as required to ensure KPI achievement and maintenance of professional standards within the Industrial Instrument relevant to your team members

Learning and Development

? To ensure that staff learning and development requirements are met in-line with Operational and Human Resources strategy

Management Accountabilities

Workforce Planning

? Ensure key positions are always risk managed to prevent skill / knowledge gaps in teams

? Ensure appropriate strategies to assist retention in team

? Ensure that the team is adequately resourced with the appropriate skills and experience

Recruitment

? Proactively involved in the recruitment process.

? Ensure position accountabilities are completed for each role in the team

? Ensure selection criteria is developed and adhered to during recruitment process.

Customer / Client Management

? Ensuring that the expected level of service is always delivered to Clients and their customers and prospects at all times.

? Developing and maintaining effective business relationships with key stakeholders across the business.

? Develop and maintain effective relationships that may reasonably provide future business opportunities.

? Ensure customer complaints and comments are resolved promptly.

? Manage the learning outcomes resulting from customer feedback into the team

Reporting

? Ensure agreed deadlines are adhered to at all times for reporting and implementations.

? Assist in the preparation of product presentations, proposals and reports.

? Timely delivery of required reports to Clients.

New Business

? Provide administrative support in the implementation of strategies and campaigns and assist with the co-ordination of any associated procedures in relation to new products, services or campaigns.

Key Result Areas

? Labour Costs as a percentage of revenue.

? Average Provider Cost per Case.

? Grade of Service.

? Customer Satisfaction.

? Net Promoter Score.

? Phone Fix.

? RSR Despatch Rate.

? AGA Provider Selection Rate.

? Despatch Timeliness.

? Average Invoice Payment Time

? Schedule Adherence.

Key Result Areas

? Quality Call Monitoring.

? Average call & case handling time.

? Unplanned Absence.

? Staff Retention / Attrition.

? Staff Satisfaction.

? Monthly Performance Reviews.

? Annual & Bi-annual appraisals.

? Monthly Team Meeting

Competency Profile

Communication

? Flexibility to work in a consultative manner within a matrix organisation structure with managers in other sites.

? Collaborative team player with capacity to negotiate & resolve conflict

? Written & Verbal communication skills

? Client relationship management skills

Leadership

? Role model who leads by example

? Proactive, self-motivated, decision maker

? Motivator

? People person – ability to be empathetic but hold people accountable

? Strong time management & organisation skills

? Planning skills

Coaching & Development

? Coaching skills

? Passionate about people development, reward & recognition

? Educational skills – ability to clearly & simply communicate complex issues, & help team understand the link between their roles & the bigger picture

Business Acumen

? Analytical skills – ability to analyse the current state of a business & develop & implement recommendations to improve

Person Specification

Experience

?Track record in leading cultural change & staff engagement

?Contact Centre / Case Management experience

? Experience in setting up & managing a new team in a green field site from scratch

Person Specification

Personality

? Results orientated & ambitious

? High standards & strong attention to detail

? Ability to work independently & remotely from head office.

举报 分享

Allianz Global Assistance China
We help someone, some where in the world every two seconds.

Allianz Global Assistance is the world's leading assistance company. Our core strength is connecting people in need with professionals who can help-whether that is roadside, travel, emergency medical or home assistance.

In China we have more than 700 employees and around 10,000 service providers. With offices in Beijing, Chengdu, Shanghai , Guangzhou and Shenzhen, we are China's leading provider of roadside assistance and customer relationship management services to automotive manufacturers and international brands. We also provide travel and medical assistance services-we have a multilingual team made up of doctors and nurses who help travelers when they become ill or when they are injured away from home. Worldwide our specialist assistance group involves more than 13,224 employees working in 34 countries.

Together with customers and sales partners, our parent Allianz is one of the strongest financial communities in the world with total of 148,000 employees and operations in 70 countries.

As the world's leading assistance company, helping is in our DNA. And we don't just help our customer; our caring nature extends to our employees, too. So if you live to help others and would like to work in an international network that offers nurtured career progression and really cares about its employees, contact us today and join our global family.

Everyone is welcome to apply, regardless of gender, national origin, age, religion, possible disability, sexual orientation or philosophy of life. Allianz Global Assistance is Equal Opportunity Employer.

More information about global family can be found at: www. Allianz-assistance.com.cn
If you are interested in our opening positions, and willing to join our global family, please send your resume to: hr@allianz-assistance.com.cn.

安联全球救援中国

每两秒钟，我们就在世界上的某个地方帮助一个人。
 
安联全球救援是世界领先的救援公司。我们的核心竞争力就是将有需要的人们和我们的专业救援人员联系在一起——不论在道路上、旅途中、紧急医疗事故发生时还是日常生活中。

在中国我们拥有超过700名员工和近一万家服务供应商。我们的办公室分布在北京、成都、上海、广州及深圳。我们是中国市场领先的道路救援服务商，为车厂和众多国际品牌提供道路救援以及客户关系管理服务。我们还提供旅行保险产品和医疗救援服务——我们拥有多语种服务的医护人员，他们为遭遇突发疾病或意外伤害的旅行者提供及时的援助。

在世界范围内我们拥有13,224多名员工分布在34个国家为我们的客户服务。我们的母公司德国安联集团是全球实力最强的金融集团之一，她在70个国家拥有148,000多名员工。

作为全球领先的救援公司，帮助他人是我们的使命。我们是关心员工，乐于助人的企业。如果您乐于助人而且愿意在充满挑战且关心员工的国际化公司工作，欢迎加入我们的全球大家庭。

我们欢迎所有人，不在乎您的性别、国际、年龄、信仰、是否伤残、性取向或者人生观。安联全球救援对所有员工提供平等机会及待遇。

请登录我们的官网了解更多信息：www.allianz-assistance.com.cn

如果您愿意加入我们全球大家庭请将您的简历发送至：hr@allianz-assistance.com.cn