IGO Operations Manager m/f/d

About Allianz Partners

Allianz Partners (AP) is a world leader in B2B2C insurance and assistance, specializing in the areas of international Health & Life, Automotive, Assistance and Travel insurance. Operating in over 76 countries, Allianz Partners offers global solutions that are redefining help, going beyond traditional insurance to help and protect customers wherever they are and whenever they need it.

About the Role

This is a high-impact leadership role at the intersection of operations excellence and strategic client partnership. As Operations Manager, Brussels, you will lead a dedicated operations team serving some of the world's most complex and prestigious clients — International Governmental Organisations (IGOs) — whose multi-country, multi-stakeholder structures demand exceptional service delivery, consultative engagement, and operational agility.

You will be the trusted operational face to IGO decision-makers, presenting performance insights, influencing plan design, and navigating the intricacies of serving organisations with global reach and unique governance structures. Internally, you will work across functions — partnering closely with Key Account Management, Health Line of Business teams, and senior leadership — to ensure seamless, high-quality service that strengthens and grows these flagship relationships.

Reporting to the Regional Head of Operations, Europe and Americas, you will also hold full responsibility for the Brussels office, including legal, HR, vendor, and facility management.

Key Responsibilities

Client Engagement & Stakeholder Management

• Serve as the primary operations contact for IGO clients — leading contractual reviews, escalation management, and strategic service discussions with client HR teams and governing bodies.
• Present plan performance, service insights, and improvement recommendations to IGO decision-making bodies, staff associations, and retiree groups.
• Consult and influence clients on process optimisation, plan modernisation, and healthcare/insurance trends — acting as a trusted advisor, not just a service provider.
• Deliver compelling town halls and presentations that reinforce confidence and deepen client partnerships.
• Own complaints management as the contractually named point of contact.
• Produce and deliver insightful, deadline-driven client reporting that drives informed decision-making.

Operations Leadership

• Lead and develop the Brussels operations team, setting and delivering against quantitative, qualitative, and Voice of Customer targets.
• Act as the key escalation and decision-making authority on complex IGO cases, including refer-before-reject requests.
• Drive continuous improvement in efficiency, cost-effectiveness, and SLA performance across IGO and Corporate portfolios.
• Deliver strategic, cross-departmental projects (e.g. client plan modernisation) that enhance the client experience.
• Compile and communicate internal operations reports for top-tier clients.
• Act as Operations matrix/host manager for all Brussels-based Operations staff.

People Leadership

• Provide professional and disciplinary leadership in a matrixed, cross-functional environment.
• Coach, develop, and motivate team members; build a strong, resilient team culture.
• Plan and forecast capacity to ensure uninterrupted service delivery at all times.
• Drive engagement and performance aligned with Allianz Engagement Survey goals.

What You Bring

• 5+ years in operations leadership, client management, or a similar role — ideally within international health insurance, employee benefits, or complex B2B services.
• Proven ability to manage and influence senior stakeholders across multi-country, multi-cultural client organisations.
• Experience leading matrixed, geographically dispersed teams with a coaching-first mindset.
• Excellent communication and presentation skills — comfortable in the boardroom and on the town hall stage.
• Strategic thinker who thrives on process improvement, operational efficiency, and delivering measurable client outcomes.
• Fluent in English (written and oral); French is a strong advantage.
• Autonomous, decisive, and comfortable with ambiguity in a fast-paced, multi-tasking environment.
• Knowledge of international health insurance or employee benefits is a plu