CCS Local Expert AZ Care Role Summary incl.
Current Challenges The Operations Digital Transformation unit drives the planning and implementation of key initiatives aimed at transforming the Allianz Partners operational model through the deployment of Cloud Contact Center (CCS) solutions, Conversational AI (CAI) integrations, and other communication-related applications such as Workforce Management.
Within this framework, the CCS Local Expert – AZ Care acts as the primary contact for all CCS-related topics within the AZ Care across all locations, ensuring stable operations, continuous improvement, and local adoption of CCS and its connected tools.
The role collaborates closely with the global CCS team, local operations, and vendors to align business needs, manage incidents effectively, and integrate local feedback into the global CCS roadmap.
As Allianz Partners Operations undergoes a fast-paced digital transformation with multiple new technologies and channels being introduced simultaneously, the CCS Local Expert plays a critical role in bridging global solutions with local operational needs, supporting change management, ensuring operational readiness, and maintaining close alignment with global standards and other business units to achieve consistent, high-quality, and efficient operations Future Challenges With strong focus on digital innovation, AzP Operations undergo a fast transformation with new channels and technologies being implemented simultaneously.
In that context, the Operations Digital Transformation unit needs to connect and align with Business and Process Owners to bring new cloud/ AI based solutions into existing processes, and how to define the learning curves and ramp-up, as well as the operational readiness to launch new processes.
As technology and processes evolve, this area will maintain a close and frequent communication to other Global functions and local Business Units to continuously enhance processes and solutions.
Support the change management of the local Business Units towards adoption and active use of the new tools.
Work within a global cross-LoB operations team based on follow-the-sun principle working on same tools, methods, and systems across the globe Key Responsibilities Oversee and coordinate resource management within the region, providing skilled staffing as required for CCS projects, CCS solution operations, and testing efforts.
Manage the regional CCS solution pipeline and act as initial gate keeper for regional CCS solution.
Account for positive business case and sufficient quantitative analysis of targeted CCS Solution.
Connect team experts cross-functionally on local requirements / specifications / limitations.
Report regularly on resource utilization and availability, performance status of CCS solution, pipeline opportunities and potentials risks