This role is officially based in Elm Park, Dublin 4 and embraces a hybrid working model that offers flexibility and support for success.
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, it emphasizes cross‑team collaboration, iterative problem‑solving, and fostering a culture of adaptability and innovation to achieve high‑quality outcomes. The role will diagnose performance issues, design and embed improved workflows, and establish a sustainable FNOL operating model that consistently delivers exceptional results for both customers and the business.
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 optimise 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
Performance & Continuous Improvement
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
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)
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 core principles and practical applications of Data Analytics and AI technologies is beneficial, though not required
We offer a competitive remuneration package, generous pension scheme contributions, health insurance, a 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.
Regulatory Notice
Appointment to this role will be subject to the requirements provided for by the Central Bank of Ireland. Please refer to the Central Bank of Ireland’s Guidance on Minimum Competency Code and Corporate Governance Requirements. The successful candidate will be provided with the relevant Conduct Standards training where required. Full details are available via the Central Bank website.
Allianz plc. is regulated by the Central Bank of Ireland.
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