About Allianz
We are proud to be one of the world's most trusted insurance companies, and Ireland's #1 Property & Casualty Insurer serving over 900,000 customers across Ireland, for over 100 years.
Our success is driven by the incredible people we employ; with over 800 people in Allianz Ireland, we are committed to supporting our employees' individual needs and aspirations.
The Opportunity
The Process Improvement Lead will play a critical role in transforming the First Notification of Loss (FNOL) stage within Motor Damage Claims.
This role brings together process ownership, people leadership, and continuous improvement to ensure every claim starts with a seamless, efficient, and high-quality customer experience.
Operating within an Agile framework, the role emphasizes cross-team collaboration, iterative problem-solving, and fostering a culture of adaptability and innovation to achieve high-quality outcomes.
Key Responsibilities
Own the end-to-end FNOL journey from first customer contact through to correct claim routing
Identify performance gaps including rework, delays, and customer friction points
Design, test, and implement enhanced FNOL and triage workflows to optimize efficiency and outcomes
Establish and embed clear decision frameworks and structured escalation pathways
Leverage automation and digitisation opportunities to streamline processes and improve quality
Lead, coach, and develop a team of FNOL handlers fostering a culture of accountability and ownership
Set clear expectations on performance, quality, and customer outcomes
Effectively balance telephony demand with accurate claim intake and routing to maintain service excellence
Promote continuous improvement by embedding Lean principles and encouraging innovative problem-solving
Ensure consistent execution of FNOL processes across the team, maintaining high standards of quality and efficiency
Define and track FNOL performance metrics, such as quality, routing accuracy, and cycle time, to measure progress and inform iterative improvements
Use data-driven insights to identify trends, diagnose root causes, and prioritise impactful changes
Lead Agile interventions to address underperformance, using iterative feedback loops to drive sustainable improvements
Ensure first-time claim routing accuracy to minimise downstream rework and deliver faster, higher-quality outcomes
Establish sustainable practices and governance frameworks that align with Agile principles of adaptability and continuous improvement
Key Requirements / Skills & Experience
Essential
Proven experience in process improvement and leading change initiatives
Data-driven mindset with the ability to translate insight into action
Strong customer focus with a commitment to improving customer outcomes
Minimum of 3 years' experience in General Insurance, ideally in Claims or Underwriting
Relevant professional qualifications (e.g., APA, CIP, MDI, or ACII)
Desirable
Background in Motor Claims and/or FNOL environments, with an understanding of claims processes and challenges
Experience working within Agile or iterative environments
Leadership experience, including coaching, facilitating, and managing change within a team or across cross-functional responsibilities
Familiarity with Agile methodologies (e.g., Scrum, Kanban) and Lean/continuous improvement frameworks
Understanding of data analytics or artificial intelligence core principles and practical applications is beneficial, though not required
Our Benefits
We offer a competitive remuneration package, generous pension scheme contributions, health insurance, working from home allowance, numerous wellbeing and family benefits, an onsite gym, and a well-connected, accessible location with onsite staff parking and free lunches.
Hybrid working model: The role is officially based in Elm Park, Dublin 4, but we embrace a hybrid model with the flexibility and support needed to excel.
Regulatory Notice
Appointment to this role will be subject to the requirements provided by the Central Bank of Ireland.
Refer to the Central Bank of Ireland's Guidance on Minimum Competency Code: Minimum Competency | Central Bank of Ireland as well as F&P Standards and Corporate Governance Requirements: Fitness & Probity | Central Bank of Ireland.
The successful candidate will receive the relevant Conduct Standards (including Additional Conduct Standards) training, where required.
Equality, Diversity, and Inclusion
Allianz Group is one of the most trusted insurance and asset management companies in the world.
We believe in a united world that is more prosperous, and we are dedicated to consistently advocating for equal opportunities for all.
We therefore welcome applications regardless of ethnicity, cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.
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