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Talent Acquisition Lead @ Resource Solutions, Sedgwick Ireland
Job Title
Health Insurance Account Manager
Reports to
Service Delivery Director
This role is a hybrid model based in our Sandymount office, Dublin 4. Remote working will be considered for a more experienced candidate.
APA in insurance is a prerequisite, including the health insurance module.
Key roles
The primary purpose of the Account Manager is to deliver operational excellence and drive transformation within Customer Care Solutions. The successful candidate will identify and remediate operational issues across different parts of the operation, and proactively lead transformational change to maximize team performance and meet Revenue Targets, KPI’s, and Client SLA’s.
Specific responsibilities (including but not limited to)
Responsibilities:
* Design, measure, analyze, improve, and control outsourced operations for clients. The ideal candidate is a self-starter who thrives in a fast-paced environment.
* Create and maintain operational rhythm for BAU, continuous improvement, and operational excellence within Customer Care Solutions.
* Identify issues and opportunities, make data-driven recommendations, and implement solutions to deliver results.
* Manage people and performance through engagement, coaching, leadership, and performance management.
Partnership
* Leverage internal partners: Colleague Resources, Shared Services, Training & Quality, Technology, and others to achieve operational goals.
* Support the Business Area Owner in client engagement, expectation management, reporting, system training, and QA auditing.
Training & QA
* Identify training needs, develop solutions, and ensure regulatory and client SLA audits are completed to high standards.
* Review business processes, systems, team skills, and QA performance; collaborate with Training, QA, IT, and Shared Services to implement best practices.
Personal Development
* Maintain a personal development portfolio (PDP) and CPD hours if accredited.
Perform other roles and tasks as directed by the Service Delivery team.
Qualifications/skills
* Minimum of 3+ years in a similar operational role focused on transformation and people management.
* Experience in general insurance and/or operational management within BPO is desirable.
* Degree in business or related discipline.
* Experience with training and managing quality in a multi-client environment.
* Excellent written and verbal communication skills.
* Experience with Workforce Planning/Optimization is a plus.
* Strong motivational and organizational skills.
* Proficient in IT and MS Office platforms.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service, Healthcare Provider, Management
Industries
* Insurance
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