Sedgwick is pleased to announce that it is hiring a Team Leader to join the Corporate Accounts Management team for our Healthcare division.
* Fully remote vacancy
* 3-month contract
* APA qualification in Insurance (Mandatory)
Key roles
Delivery of operational excellence and transformation within Customer Care Solutions. The successful candidate will be required to identify and remediate operational issues as needed in different parts of the operation, as well as proactively drive transformational change to maximise the performance of teams and deliver on agreed Revenue Targets, KPI's and Client SLA's.
Specific responsibilities (including but not limited to)
* To provide strong and visible leadership to their Team members through clear and engaging communication and working collaboratively with the Operations Manager to consistently achieve SLAs and Targets.
* Responsible for team delivery of a professional and motivated customer services.
* To develop the Customer Service Capability and Performance of the team in collaboration with the Operations Manager and fellow Team Leaders.
* Point of technical and process referral for the Team members.
* Performance management including completion of monthly incentives for direct reports, working with the Operations Manager to set and monitor appropriate team and individual targets.
* Active involvement in weekly sales team meetings to review and develop team performance.
* To support the Operations Manager in planning resource / campaign scheduling.
* To liaise with the QA Unit to monitor and resolve complaints in accordance with CPC.
* Work with Operations Manager to develop Management Information for monitoring of team performance.
Qualifications/skills
* APA Qualification essential
* A minimum of 3+ year's in a similar operational role focused on transformation and people management
* General insurance and /or operational management within business process outsourcing background desirable
* A degree in business or related discipline
* Client or Project Management experience desirable
* Experience with training and managing quality in complex multi-client environment
* Excellent written and verbal communication skills
Benefits of working for Sedgwick in Ireland
* Bike to Work Scheme
* Tax Saver Travel Scheme
* Discounted onsite Gym Membership (Dublin 4)
* Discounted onsite Montessori (Dublin 4)
* EAP – Employee Assistance Programme
* Life Cover
* PHI – Permanent Health Insurance
* Exams & Professional Membership Fees
* Professional and personal development opportunities
Sedgwick Ireland is regulated by the Central Bank of Ireland (CBI). This role is subject to the Minimum Competency Code (MCC) as set out by the CBI. This code sets out the minimum professional standard for any person providing certain financial services, in particular when dealing with consumers. This role is classified as a Controlled function ( CF3, CF4 and CF7 ) and is subject to Fitness and Probity Standards, including the requirements outlined in the Individual Accountability Framework Act 2023. Successful candidates will receive training in relation to all regulatory requirements applicable to them.