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.

Our Brussels team serves as a key operational team mainly supporting International Governmental Organisation (IGO) clients, delivering tailored health insurance solutions and dedicated service management to some of the world's most prestigious international organisations.

About the Role

As the Operations Manager, Brussels, you will lead and develop the Brussels-based operations team, ensuring that quantitative and qualitative targets are met for our client portfolio. You will provide oversight and support, acting as the key escalation point for IGO clients and coordinating closely with cross-functional teams across the Health Line of Business (LOB).

In this role, you will combine operations leadership with hands-on client engagements, working closely with the Key Account Management team, and take full responsibility for the Brussels office administration — including legal, HR, vendor, and facility management. Your focus will be on leading and engaging your team, driving efficiency, process improvements, and customer satisfaction across all IGO operations while maintaining strong client partnerships.

This role reports directly to the Regional Head of Operations, Europe and Americas.

Responsibilities

Operations Management

• Oversight and support of Operations teams servicing IGO and Corporate clients
• Key Operations escalation point for IGO clients
• Act as Operations matrix/host manager for all Brussels-based Operations
• Lead initiatives aimed at improved Voice of Customer feedback, efficiency, process improvement and cost effectiveness
• Monitor and support, together with functions, high quality service delivery within contractual SLAs
• Act as decision maker on refer-before-reject requests for IGOs and on complex escalations
• Compile and communicate internal Operations reports for top clients
• Deliver strategic client-specific projects with other departments (e.g. client plan modernisation)
• Continuous development and improvement of operational processes
• Deliver insightful client reporting in line with deadlines
• Participation in and leadership of local/international projects
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use

Client Interaction

• Conduct contractual and ad hoc meetings with clients and their HR teams

• Serve as the contractually named person for complaints management
• Present plan and service performance to decision-making bodies of IGO clients
• Consult and influence clients on process and plan improvements and healthcare/insurance trends in collaboration with other departments
• Deliver town halls and presentations to IGO members, staff associations, and retiree associations

Brussels Office Management

• Serve as the legal signer of documents related to AP Solutions GmbH Belgian Branch
• Vendor management — monitor and approve costs related to the Brussels office
• Facility management — oversee all office rent, office management, building management, and IT management tasks required for the proper functioning of the Brussels office
• HR liaison — serve as the main point of contact for the central HR team in Dublin, local Allianz Partners HR in Brussels, and external HR partner SD Worx for payroll, employee contracts, staff rules, employee benefits (health insurance, accident insurance, meal vouchers), and all ad hoc HR-related matters
• Business continuity management — central point of contact for the global AP business continuity function

• Own insurance management – central point of contact for obligatory company insurances mandated by Allianz SE

People Leadership

• Professional and disciplinary lead of the Brussels Operations team
• Responsibility for target delivery (meeting qualitative and quantitative targets, VOC targets, and Allianz Engagement Survey)
• Continuous performance monitoring and corrective support for team members
• Planning and forecasting necessary capacities; ensuring backups at all times without operational impact
• Proactive