Set the strategy for Operational efficiencyHelp increase productivity for all subordinated departments: Customer Service, VIP, AML, Risk, Fraud & PaymentsImplementation of automation and streamlining of work processes

• Managing Customer Support and Fraud Departments,• Involvement in setting up the online platform and Backoffice tools,• Developing the operational procedures for ONJN licence in Romania,• Leading the strategic direction of the Operations Department,• Participating in negotiation and actively negotiate contracts according to the needs of the Company or hierarchical superior,

• Manage the Customer Services workflow and resources to ensure service levels are met,• Managing the Customer Support team and the individual performance of each team member,• Participating in the recruitment process of customer support agents and fraud analysts,• Setting up the Customer service software,• Coaching the customer support agents through on desk training, quality monitoring as well as task distribution. The added value of this role is to measure improvement of quality within the customer service operation function,

• Planning the operational activities and actions of subordinate locations,• Coordinating operational projects consistent with Company strategy and priorities,• Direct responsibility for business development in accordance with the policies,• Managing and controlling relationships with customers, other internal departments, suppliers and control bodies,• Coordinating and motivating employees, setting targets for subordinate employees,• Identification, initiation and implementation of marketing strategies for improving outcomes, customer’s experience and the company’s image,• Establishing quantitative and qualitative operational objectives to subordinate employees, providing assistance in any operational matter regarding employees, including assisting with recruitment and ensuring the staff needed,• Analysis of significant information obtained in carrying out their activities and subordinate staff and administration of documentation, • Optimizing workforce subordinate promotion initiatives subordinate staff - coordinating subordinate workforce improvement.

Company activity field: AVIVA INSURANCE is an UK Company whit over 300 year of tradition in insurance. Aviva provides around 31 million customers worldwide with insurance, savings and investment product and is the UK’s largest insurer and one of Europe’s leading providers of life and general insurance.Responsibilities: To provide information, to discuss conditions and conclude contracts with clients for insured events. To create and and to manage a network of insurance holders and to assure them against the risks, to pay them damages ant to issue insurance policies coverage under policies of insurance companies.Preparing documentation for signing, check if the documents are correctly filled, assessing risk factors (for example: poor health status of an insured, the risk of unemployment etc). Issuing insurance contracts completed. Maintaining correspondence with the insured person.