Job Title:
Operations Officer
Fitness and Probity Classification:
CF4, CF5, CF6
Role type:
Permanent, Full Time
Position Reports To:
Head of Operations
Department:
Operations
Location:
AGL Head Office, Maple House, Temple Road, Blackrock, Co. Dublin.
Main Purpose of Job
Application Management & Processing
* Lead the intake and review of new PRSA and ARF applications including applicable documentation to support AML and KYC
* Communicate with customers and brokers where additional information/documentation is required
* Approve applications and issue policies to customers
* Application troubleshooting
* Ensure all application management and processing is executed in accordance to regulatory requirements, industry standards and company policies.
Claims Processing Management
* Oversee the entire claims process from initial notification to final processing.
* Ensure claims are processed efficiently and in accordance with company policies, procedures, and compliance regulatory requirements.
* Manage the intake, triage and escalation of claim requests.
* Govern and process policy exit requests which include but are not limited to policy completions, cooling off exits, transfer out, deceased estate and dormant policies.
* Manage the transition of policies from pre-retirement to post-retirement.
* Implement fraud prevention measures to ensure risk management.
* Coordinate with other departments, such as Legal, Compliance, Finance and Commercial departments to resolve claims-related matters.
Manage the transfer in process
* Review and data entry in Policy administration tool/CRM system of Source of Investment certificate information
* Manage/track the transfer in of customer funds
Client Relationship & Stakeholder Management
* Act as Provider Liaison with customer and brokers
* Maintain a high level of customer service by ensuring that all applications are handled promptly and professionally and within agreed service levels.
* Effectively manage communications with customers and brokers throughout the application process to foster trust, collaboration and advocacy for AGL.
* Establish and maintain collaboration with Chief Commercial Officer and internal cross functional teams.
* Escalate any AML or other compliance concerns to Compliance team.
Data Analysis & Reporting:
* Prepare reports on pipeline activity
* Analyse data to identify trends and opportunities for process improvement and business growth.
Operational Excellence
* Seek opportunities to retain and grow customer business for AGL.
* Leverage deep knowledge around sales and operations management to implement change, adopt best practices, enhance operational efficiencies and drive continuous improvement.
* Lead initiatives to define and improve the processes, including the adoption of new technologies or methodologies.
* Stay informed about Industry developments, regulatory changes and best practices.
This job description shall not limit the duties which may be assigned to this role. The successful candidate shall be required to perform on a temporary or permanent basis such additional or different duties that the Company may reasonably assign to them from time-to-time.
Key Performance Measures
* Processing of applications within agreed SLA and in accordance to regulatory requirements, industry standards and company policies.
* Achieve operation and company goals through strong collaboration with Chief Commercial Officer and other departments
* Establishing and maintaining excellent customer and broker relations to ensure high customer satisfaction
* Lead initiatives for process improvements and demonstrate operational excellence
Key Customers
Internal:
AGL staff, AGL senior management, AML department, compliance department, other operations departments
External:
External service providers
Business Competencies
Education & qualifications
* Bachelors Degree in Business or related Financial services field.
* Must meet Minimum Competency qualifications set under CBI requirements such as QFA, Accredited Product Advisor, Accredited Product Professional Certificate in Personal Financial Planning or a Member, Associate or Fellow of the Irish Institute of Pensions Management.
Professional Competence
* Minimum of 2 years' experience in the Life Insurance Industry
Product and Technical knowledge
* In-depth understanding of Investment, Pension & Protection Products & risk management.
Management
* Ability to influence others and manage different stakeholders
Commercial Awareness
* Proven track record in previous role executing against operations strategy in Irish Insurance Market.
* Ability to identify areas for improvements and provide a customer focused solution
Personal Competencies
Personal Impact
* Results focused
* Leadership & Accountability
* High level of Integrity and professionalism
* Customer focused with excellent client/customer orientation
* Adaptable and open to change in a dynamic environment.
* Team focus with a collaborative mindset and strong focus on teamwork.
Intellectual Effectiveness
* Adaptability to changing market & company needs
* Ability to balance a number of conflicting priorities and support management in making decisions
Communications
* Strong communication skills both written and verbal and attention to detail required.
* Strong customer orientation with the ability to manage broker relations effectively.
* Proficiency in another language (French, Italian, Spanish) is a plus.
Stakeholder Management
* Ability to build strong relationships with key stakeholders.
* Track record at managing both Internal & External Stakeholders
Fitness and Probity
Ethical, Honest and Acts with Integrity
* Demonstrate honesty, integrity and ethical behaviour.
Financial Soundness
* Demonstrate financial soundness.