Description:
We’re looking for an experienced Operations Manager to lead end‑to‑end Claims, Complaints and Customer Service operations for a European Insurance business, based in Dublin.
This is a critical, highly visible role, owning processes, performance and continuous improvement across multi‑country operations.
Key responsibilities:
- Own and optimise end‑to‑end processes for claims, complaint handling and customer service, ensuring compliance with regulatory and insurance frameworks.
- Lead multi‑disciplinary operational streams, each managed by a Team Lead, driving consistency, quality and strong customer outcomes.
- Monitor KPIs, build dashboards and produce clear operational reporting and recommendations for senior stakeholders.
- Act as escalation point for complex and sensitive claims/complaints cases.
- Drive transformation towards a process‑led, increasingly AI‑enabled operating model, challenging existing ways of working and supporting change management.
- Provide day‑to‑day leadership, coaching and performance management for a multicultural team, fostering a high‑performance, collaborative culture.
Required Qualifications & Experience:
- 7+ years’ proven experience in Operations Management within insurance or financial services.
- Strong background leading claims, complaints, customer service and/or analyst teams, ideally across multi‑site or international environments.
- Experience in process‑led organisations
- Mature leadership style, comfortable managing through both influence and authority, with experience leading through a layer of Team Leads.
- Excellent analytical skills, able to interpret complex data and translate it into actionable operational insights.
- Concise, effective communicator who can adapt to different cultural and hierarchical contexts.
- Comfortable with ambiguity and organisational change, with curiosity about AI, automation and data‑driven ways of working.
- Fluency in English and French is mandatory; additional European languages are an advantage.
- Willingness to travel occasionally within Europe.