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.

Reporting to the Head of MGCC Belgium, the role translates strategic priorities into operational execution, drives performance management and continuous improvement, and ensures the efficient allocation of resources across the operation.

The role works in close partnership with Business Units across Belgium, the United Kingdom, the Netherlands, Spain, and Portugal, supporting service delivery, operational alignment, best practice sharing, and business growth.

The Head of Medical Operations leads a management team composed of the Deputy Head of Medical Operations, Team Leaders, and the Traffic Officer, ensuring the effective management and development of operational teams while fostering a high-performance culture aligned with Allianz Partners values.

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.