Head of Service and Process Management Contract (m/f/d)

The public insurance company Braunschweig looks back on over 270 years of company history. It is the market leader in its business area, which includes the entire former Braunschweig country. Approximately 350,000 customers are served in one of the most dense branch networks in Germany – and thus almost every second resident in the region. A responsibility that is taken very seriously by the public: as a reliable regional partner, close to the needs and wishes of the people directly on site. The Service and Process Management department is located in the Customer Service Department Contract & Service. Our core business includes application and contract processing as well as serving our customers. With 10 employees you act as a central interface with an exciting task area. We are looking for a department management (m/w/d) Service and Process Management Contract

Identification and implementation of continuous improvement in our contract and service processes Process modeling, optimization and automation along the value chain Execution of the specialist examination to ensure the compliant procedures and conduct of optimization potentials Service development Introduction of new services including change and rollout management for our area in cooperation with our staff office “strategic customer relationship management” Design of sales services in cooperation with our sales Technology Analysis & Implementation for our Area Processes Evaluations and creation of specialist concepts for new technologies (e.g. omnichannel, AI-based services) for usability in the service sector Controlling the implementation of improvements in IT systems and digital services, as well as in service telephony Monitoring and reporting: ongoing monitoring of performance, usage numbers and security aspects Representation of interests in house-wide projects active role in public projects; Service requirements and regulatory aspects are to be effectively introduced Content and Data Care for Contract Service Updating relevant content, tariffs, forms and interfaces for our service area Support in implementing measures from Data-Ownership & Data-Governance Service qualification Further development of our internal employee qualification through personalized training proposals, building an automated evaluation of qualification requirements, chatbots for internal knowledge transfer Further development of communication in the customer dialogue in cooperation with our corporate communication Supporting cultural change through change management measures for our area Reporting & controlling: data management for the operational management of our customer service, creation and further development of management reports, automation of reporting for service controlling,

Multiannual leadership experience in customer service or contract areas, ideally in the insurance industry. Knowledge gained in reporting/controlling, data analysis and key-number-controlled control of service/backoffice processes. project competence and change management experience, e.g. in CRM introductions/further developments; pronounced interface and stakeholder capabilities. Affinity for digital technologies (omnichannel, AI, automation) and their implementation in service environments. Strong, decision-making, structured – with high quality standards and service minimum. We wish diversity and are also pleased to receive applications that do not fit 100% of the profile. So trust and meet us!

A key role in the further development of our customer service and our specialist processes – with a direct effect on quality, efficiency and customer satisfaction. Interdisciplinary cooperation and visibility in the house – from strategy projects to operational control. Opportunities for further training and the use of modern technologies in the service context. Attractive framework conditions; Details on the type of employment and remuneration are agreed in the selection process. an indefinite working relationship in full time with a flexible design of working hours from 6.30 am to 8 pm (guiding time) and the possibility of mobile working a company that takes the health of the employees seriously (e.g. various business sports groups and corporate fitness via movearound as well as bike leasing) good reconciliation of work and family an operating restaurant with regional products that is available daily for you above all: a company for which the fair and equal treatment of all employees is always at the forefront But enough of us. Now we are looking forward to hearing about you!