Head of Medical Operations

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.