About AllianzWe 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 OpportunityThe 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 ResponsibilitiesOwn the end-to-end FNOL journey from first customer contact through to correct claim routingIdentify performance gaps including rework, delays, and customer friction pointsDesign, test, and implement enhanced FNOL and triage workflows to optimize efficiency and outcomesEstablish and embed clear decision frameworks and structured escalation pathwaysLeverage automation and digitisation opportunities to streamline processes and improve qualityLead, coach, and develop a team of FNOL handlers fostering a culture of accountability and ownershipSet clear expectations on performance, quality, and customer outcomesEffectively balance telephony demand with accurate claim intake and routing to maintain service excellencePromote continuous improvement by embedding Lean principles and encouraging innovative problem‑solvingEnsure consistent execution of FNOL processes across the team, maintaining high standards of quality and efficiencyDefine and track FNOL performance metrics, such as quality, routing accuracy, and cycle time, to measure progress and inform iterative improvementsUse data-driven insights to identify trends, diagnose root causes, and prioritise impactful changesLead Agile interventions to address underperformance, using iterative feedback loops to drive sustainable improvementsEnsure first‑time claim routing accuracy to minimise downstream rework and deliver faster, higher‑quality outcomesEstablish sustainable practices and governance frameworks that align with Agile principles of adaptability and continuous improvementKey Requirements / Skills & ExperienceEssentialProven experience in process improvement and leading change initiativesData-driven mindset with the ability to translate insight into actionStrong customer focus with a commitment to improving customer outcomesMinimum of 3 years’ experience in General Insurance, ideally in Claims or UnderwritingRelevant professional qualifications (e.g., APA, CIP, MDI, or ACII)DesirableBackground in Motor Claims and/or FNOL environments, with an understanding of claims processes and challengesExperience working within Agile or iterative environmentsLeadership experience, including coaching, facilitating, and managing change within a team or across cross‑functional responsibilitiesFamiliarity with Agile methodologies (e.g., Scrum, Kanban) and Lean/continuous improvement frameworksUnderstanding of data analytics or artificial intelligence core principles and practical applications is beneficial, though not requiredOur BenefitsWe 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 NoticeAppointment 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 InclusionAllianz 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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