Regional Head of RSA Operations - APAC

The Regional Head of Road Side Assistance (RSA) & Mobility Operations is within our Operations division, providing service delivery to our customers and own operational processes and delivery for our RSA and Mobility Line of Businesses (LoBs). The role, reporting to the Global Head of RSA & Mobility Operations, is a management role responsible for overseeing and managing the day-to-day the RSA & Mobility insurance and assistance operation division in the region and requires a strong focus on delivering operational results, efficiency, and customer satisfaction.

Primary objectives include establishing short- and long-term strategic plans for the RSA & Mobility operations in your region, in alignment with corporate directions, providing leadership to senior managers and country leads, delivering superior customer service regionally, driving change management efforts to create operational efficiencies and competitive advantage in the region. This role also includes liaison with the regional senior executives across all divisions, both internally and externally, such as Business partners/customers, Sales, Marketing & Operational Management (OM) functions as well as all major functional role withing Global Operations and within the company.

What you will do

Execute Strategy: Whilst running the daily operations in the region, implement the new LoB structure in the RSA & Mobility LoB in the territory and ensure efficient delivery of RSA & Mobility insurance and assistance services while aligning with the overall LoB goals and objectives.

Performance Metrics: Deliver on established key performance indicators to ensure meeting targets set for budget, service delivery, customer experience, and efficiency for the region. Generate and analyze reports on operational performance and efficiency, providing regular updates to senior management.

Collaboration: Collaborate with the rest of the RSA & Mobility Operations leadership team and contribute positively to the overall success of operations.

Process Management: Execute the optimal RSA & Mobility insurance and assistance process for the territory and across direct report contact centers and claim handling functions and drive consistency in the execution. Manage the day-to-day process and operation and ensure delivery of the 5-star customer rating.

Operating Model: Transition the RSA & Mobility operations to a new operating model in the territory that includes increasing offshoring/nearshoring and regionalization resulting in a more streamline efficient organization. Implement group standards & policies related to operations setup, steering & processes, fosters collaboration across units, and streamlines platform processes of in-and outbound call center & claims activities.

Innovation: Support the development of digital tools and digital roadmap by providing subject matter expertise, training, and change management within the operations team.

Financial & Budget Management: Manage RSA & Mobility Insurance Operations operating budget in your scope.

Quality Assurance: Implement quality control measures to ensure accuracy and quality of all processes, complaint handling, and fraud control.

Networks of providers management and cases cost containment: Manage provider networks, chose & build adequate quality & quantity of providers in the region. Proactively manage external costs to feed business forecasting activities & actuarial functions adequately.

Regulatory Compliance: Ensure that the RSA & Mobility operations comply with all relevant international and local regulations, working with legal and compliance teams to stay up to date on evolving laws.

Team Leadership: Develop teams and leaders, providing coaching on growth and career planning to aid succession management and building of talent bench. Support analysis and improvement of the AES results and drive actions that will improve the employee experience.

Claims & Contact Center Management: Set the strategy for the RSA & Mobility claims process to ensure efficient and fair claims handling for policyholders. Prioritize customer satisfaction and address customer inquiries, concerns, and feedback to enhance the overall customer experience.

Customer Experience: Stay up to date with global RSA & Mobility trends, customer preferences, and regulatory changes to ensure the company's operations remain competitive, compliant, and customer focused. Set 5-star voice of the customer alignment across all locations and leadership teams are driving a consistent customer experience delivery.

What you will bring

• 10+ years of progressive experience in insurance or assistance operations, with a strong track record in roadside assistance, mobility services, or a closely related field
• Proven leadership experience managing large, multi-site operations across multiple countries, including contact centres and claims handling functions
• Demonstrated ability to lead senior managers and country-level leaders, with a hands-on approach to coaching, talent development, and succession planning
• Experience driving operational transformation, including offshoring/nearshoring initiatives, regionalisation, and operating model redesign
• Strong commercial and financial acumen, with direct experience managing P&L or operational budgets and contributing to cost containment and forecasting
• Track record of delivering against KPIs in service delivery, customer experience, efficiency, and budget management
• Experience managing provider/supplier networks, including selection, quality assurance, and cost negotiation
• Solid understanding of regulatory and compliance frameworks across multiple jurisdictions, with the ability to partner effectively with legal and compliance teams
• Proven ability to drive change management and digital transformation within operations, including adoption of new tools, platforms, and processes
• Strong stakeholder management skills, with experience collaborating across divisions (Sales, Marketing, Operational Management) and engaging with external business partners and customers
• Data-driven mindset with the ability to generate, analyse, and act on operational performance reporting
• Customer-obsessed leadership style, with experience embedding Voice of the Customer programmes and driving 5-star service delivery
• Excellent English (written and spoken); additional languages relevant to the region are a plus
• University degree in Business, Operations Management, Insurance, or a related field; advanced degree preferred
• Willingness to travel within the region as required

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged.

Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

At Allianz we use some AI-assisted technology as part of our recruitment process to help match candidates to roles based on skills, experience, job title, and location. AI supports our recruiters by enhancing the efficiency and accuracy of candidate assessments and job recommendations, while all applications are reviewed by our recruitment team and final hiring decisions are made by humans.

#LI-DC1

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 race, ethnicity or cultural 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.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz employees across functions, Allianz entities and geographies. Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.