Head of Medical Operations Benelux

Job Summary

Based in Belgium, the Head of Medical Operations is responsible for leading the day-to-day operational delivery of the Medical Global Competence Center (MGCC) Belgium, ensuring operational excellence, service quality, workforce effectiveness, customer satisfaction, and achievement of business objectives.

Job Summary

Based in Belgium, the Head of Medical Operations is responsible for leading the day-to-day operational delivery of the Medical Global Competence Center (MGCC) Belgium, ensuring operational excellence, service quality, workforce effectiveness, customer satisfaction, and achievement of business objectives.

What You Do

• Lead and oversee the day-to-day operations of MGCC Belgium, ensuring achievement of operational targets, service levels, quality standards, customer satisfaction, and productivity objectives.
• Drive operational excellence through effective performance management, KPI monitoring, trend analysis, and implementation of corrective actions where required.
• Ensure effective workload distribution, resource utilization, and operational readiness to meet business demand and guarantee business continuity.
• Lead, coach, and develop a team of operational leaders, including the Deputy Head of Medical Operations, Team Leaders, and the Traffic Officer, fostering a culture of accountability, collaboration, engagement, and continuous improvement.
• Drive employee engagement, talent development, succession planning, and retention initiatives, promoting Allianz Partners values and leadership principles throughout the organization.
• Own workforce planning activities, define recruitment requirements, and partner with Human Resources to attract, recruit, and onboard high-quality talent aligned with current and future operational needs.
• Ensure adherence to operational processes, company policies, and quality standards, identifying operational risks and implementing appropriate mitigation measures.
• Act as a key operational partner for Business Units across Belgium, the United Kingdom, the Netherlands, Spain, and Portugal, building strong relationships with internal stakeholders and ensuring alignment on priorities and operational objectives.
• Collaborate closely with Medical Management, Assistance Operations, Claims Operations, Human Resources, Quality, Finance, and other support functions.
• Lead operational improvement initiatives aimed at enhancing efficiency, quality, customer experience, and employee engagement, supporting the implementation of transformation projects, new processes, technologies, and ways of working.

What You Bring

• Bachelor's or Master's degree in Business Administration, Operations Management, Healthcare Management, Human Resources, or a related field.
• Significant experience in operational leadership within healthcare, assistance, insurance, customer service, contact center, or a comparable fast-paced service environment.
• Proven experience leading managers and multi-layer operational teams, with a strong track record in workforce planning, performance management, service delivery, and operational excellence.
• Demonstrated experience in recruitment, talent acquisition, and organizational development.
• Experience driving operational transformation and continuous improvement initiatives within an international and matrix organization.
• Proven ability to collaborate effectively with multiple stakeholders across different countries and business units, with strong influencing and negotiation skills.
• Strong analytical and problem-solving skills with the ability to make data-driven decisions.
• High communication and stakeholder management skills, with the ability to influence and drive results through collaboration.
• Advanced proficiency in Microsoft Office applications, particularly Excel and PowerPoint. - Experience with workforce management, telephony, or operational planning tools is considered an advantage.
• Strong leadership presence, customer-centric mindset, high level of resilience and adaptability, and a continuous improvement and innovation orientation.
• English: Fluent (mandatory); French: Fluent (mandatory); Dutch: Fluent (mandatory). Additional European language(s) would be considered an asset.

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