Job Summary
We are seeking a seasoned Insurance Professional to lead our Personal Lines Team. This is an excellent opportunity for a proactive leader who thrives in a fast-paced environment and is passionate about operational excellence and customer experience.
About the Role
This role plays a key part in delivering high-quality, compliant, and customer-focused insurance services across multiple locations. The successful candidate will be responsible for coaching, performance management, regulatory oversight, and continuous improvement, ensuring all service delivery aligns with Central Bank of Ireland (CBI) requirements and MCC standards.
Key Responsibilities
* Lead and develop a multi-site team of Customer Service Advisors and Team Coaches to achieve outstanding results.
* Maintain compliance with MCC standards and CBI regulations by ensuring accurate reporting and timely submission of statutory documents.
* Support team members in achieving and maintaining APA qualifications and MCC accreditation through targeted training and development programs.
* Analyse performance data and implement continuous improvement initiatives to maximise operational efficiency.
* Promote a strong culture of customer excellence, compliance, and continuous improvement throughout the organisation.
* Foster strong working relationships with internal stakeholders and external clients to drive business growth and improve customer satisfaction.
Requirements
* CIP, QFA, or APA qualification in General Insurance (essential).
* A minimum of 2 years' experience working in a regulated general insurance environment.
* Proven experience in a team leadership or supervisory role within insurance operations or a contact centre.
* Excellent communication, coaching, and performance management skills.
* Strong commercial awareness with a customer-first mindset.
* Ability to engage, inspire, and motivate teams to consistently perform at a high level.
What We Offer
* A dynamic and supportive work environment that encourages growth and development.
* A competitive salary and benefits package that rewards your hard work and dedication.
* The opportunity to work with a talented and experienced team of professionals who share your passion for delivering exceptional results.