Purpose of the Role:
This is an exciting opportunity for highly motivated individuals to be part of the Health Operations team within Customer Solutions
Health Operations oversees all service and renewals interactions with Irish Life Health customers (over 500K per year).
Our goal is to raise the bar for customer satisfaction and experience and support dissatisfaction resolution first time in line with our EPICC values. The team shows the Irish Life values by putting the customers at the heart of everything, working best together, doing the right thing, finding better ways or working and aiming high. We want our customers to feel understood, valued, reassured, in control, impressed, and inspired.
Reporting to the Operations Commercial Manager, this role has governance and control at its core and continually strives to drive customer experience through all coaching and audit procedures.
This role will have operational responsibility to deliver on ILH's ambitious retention commercial targets & compliance goals through diligence & customer service excellence.
The appointed person will be required to work closely with all of our agents across our outsourced partners to:
* Build confidence & call structure when dealing with renewals calls.
* Communicate ILH retention strategy & purpose. (Commercial & Compliance).
* Build Renewals effort/capability through a structured sales capability approach.
The demands from the business for appropriate coaching and support will change over time as new products, processes and services or regulatory requirements are introduced. The jobholder will support the operation in developing and delivering suitable, appropriate and timely coaching programs.
The Job:
* Risk & Control
– Adhering to and ensuring overall adherence to a robust governance framework and implementing effective monitoring of adherence across our outsourced partners and in house teams. Works with the Operations Commercial Manager and other respective teams to identify relevant effective controls for processes, scripts and control reports.
* Technical Knowledge
* Acts as the technical expert with a strong technical understanding of health insurance including all appropriate legislation (HIA, CPC, MCC, DPC, AML). Bringing this to the fore when devising scripts, benefit features and compliance requirements.
* Stakeholder Management
* Work with peers within ILH and outsourced partners to prioritise coaching demands and ensure visibility and ongoing interaction with the ILH Training Roadmap.
* Innovation & Change
– Instrumental to business readiness across ILH and our partners. Seeks to continually improve processes and quality, reduce handling time and deliver an exceptional customer experience and supports this across the business.
* One Irish Life
* Supports the Head of Customer Service and Claims with input and recommendations on challenges and opportunities across the business.
The Person:
* High level of technical knowledge in health insurance.
* APA PMI Qualified as a minimum.
* Passionate about delivering exceptional customer service.
* Highly articulate with excellent written and verbal skills.
* A strong team player and a natural collaborator at all levels.
* A desire for continually getting better, being the best at what we do.
* Extremely organised analytical thinker.
* Ability to understand complex situations and communicate clearly and concisely.
Key Competencies
Commercial Awareness
Planning and Organising
Team Working & Cross Functional Collaboration
Risk and Control
Drive for Improved Customer Satisfaction
Fitness & Probity
This role is a 'controlled function' as set out in the Central Bank Reform Act 2010 and defined by the Fitness and Probity Regulations and Standards 2011. Any appointment will be conditional on the company being satisfied that the appointee meets the requirements as set out in the Fitness and Probity standards issued by the Central Bank. This requires the company to complete prescribed due diligence to assess the appointee's fitness and probity. Further details on this due diligence process are available from Human Resources.
About us
Irish Life is one of Ireland's largest financial institutions with a presence across a range of financial services markets. We are one of Ireland's leading financial services groups with over 1.5 million customers. For over 80 years, we've been helping people to look after their life insurance, pension and investment needs, and more recently their health insurance.
It is a subsidiary of Great-West Lifeco and a member of the Power Financial Corporation group of companies.
We are proud of our culture of developing and supporting the growth and professional development of our people. The focus has resulted in a team of top talent with high standards, positioning us at the forefront of our industry.
The company reserves the right to draw up a shortlist as part of the selection process. Where Agency assistance is required the Irish Life Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Irish Life by Recruitment Agencies will not be accepted for this role.
Irish Life is proud to be an Equal Opportunities employer. We have created an environment of inclusion and growth to help people achieve their potential, to ensure they can bring their whole selves to work and to feel valued. We celebrate diversity of thought and perspective and want all of our employees to feel valued, respected and supported.
We have built a culture that promotes equality and inclusion for all of our current and future employees and strive to ensure that our behaviours, processes and practices are aligned to this culture.
If you require any accommodations during the recruitment process please contact and we will be delighted to ensure you are fully supported to be your best.
Irish Life Group Services
supports Equal Opportunity.