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Join to apply for the Head of Operations role at Allianz Global Life Job Title: Head of Operations (Head of Claims PCF)
Fitness & Probity Classification: CF7, CF8, PCF43
Role Type: Permanent, full-time
Position Reports to: Chief Operating Officer
Department: Operations
Location: AGL Head Office, Maple House, Temple Road, Blackrock, Co. Dublin.
Main Purpose of Job Strategic Planning and Execution
Strategic planning for Operations Team, with a focus on workflow and case management Define SLAs, performance metrics and goals to measure operational effectiveness, ensuring targets align across both pipeline and existing portfolios Operations Management
Lead the Operations department, in areas such as emerging pipeline, in-force policy administration, management and claims to ensure seamless coordination and performance Focus on customer-centric operations management by ensuring that all processes are aligned with client needs and expectations As AGL is a cross-border company, ongoing engagement with Operations teams in each of AGL's branches is crucial to ensure alignment and consistency across all operational processes and procedures, in addition to sharing best practices.
Claims Management
Proven experience in managing Life Claims (protection and UL) Overseeing all aspects of the claims process, including assessment, handling, adjustment, settlement, investigations, litigation, and recovery Representing the claims function at senior management levels and ensuring accurate reporting and service standards Regulatory Compliance
Ensure all customer-related operations comply with regulatory requirements, industry standards and Company policies Stay informed about industry developments, regulatory changes and best practices, adapting operational protocols accordingly Data Management & Reporting
Utilise data analysis to forecast operations, as well as assess and improve decision-making processes, operational performance, risks and opportunities for improvements Prepare and present reports to senior management regarding policy effectiveness & performance Lead, mentor and develop a diverse team of operations staff Foster a collaborative team environment to encourage professional development and knowledge sharing Operational Excellence:
Leverage knowledge of product & customer operations to implement change, adopt best practices and drive continuous improvement Oversee the integration of technology solutions to enhance operational excellence Key Performance Measures Deliver customer centric operations, maintaining excellent customer and distributor relations to ensure high satisfaction Manage a high performing Operations team and outsourced service providers Lead initiatives for process improvements and demonstrate operational excellence No.
of Reports: Direct: 1-2 and dotted reporting line from Branches and Outsourcers
Decision Making Authority: As delegated by COO
Key Customers Internal: COO, and other members of the Senior Management Team AGL staff across various departments, particularly Operations, Compliance, Product & Investments, Risk, Finance and Market Management External: External Service Providers Customers & Clients Business Competencies Education & Qualifications Minimum 5 years of working experience in insurance, operations, organizational management and/or other related fields Bachelor's degree in business, insurance finance, or a related field is typically required 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 Proficiency in another language (French, Italian, Spanish or German) is a plus Professional Competence / Product and Technical knowledge Strong knowledge of Insurance & Pension regulations and compliance requirements (within Ireland and preferable cross-border) Strong knowledge of operations and process management Certifications in OPEX, Six Sigma are beneficial for this role Sound understanding of CRM/technologies and their application in operational processes (e.g.
Sales Force) Management Proven track record in previous role executing policy and operations strategy in Irish Insurance Market Ability to identify areas for improvements and provide a customer focused solution Personal Impact Results-oriented, with a strong focus on achieving operational excellence Strong leadership and team management skills with the ability to inspire and motivate others Team player with a high level of integrity and professionalism Customer focussed with excellent client orientation Adaptable to change and willingness to embrace new processes Ability to manage multiple priorities and work effectively under pressure Communication Excellent English communication skills, both written and verbal, with attention to detail required Collaborative mindset with a strong focus on teamwork and cross-functional coordination Fitness and Probity: Ethical, Honest and Acts with Integrity: Demonstrate honesty, integrity and ethical behaviour.
Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function General Business, Management, and Other Industries Insurance and Financial Services Referrals increase your chances of interviewing at Allianz Global Life by 2x
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