Senior Admin, Customer Ops

Vacancy Name
Senior Admin, Customer Ops

Vacancy No
VN870

Location Country
Ireland

Work Location

Job Details

This role is based in Navan on the Policy Servicing Team as is a 12 Month Contract. This is under the Regular Premium & Legacy Pillar.

The Senior Customer Operations Administrator is responsible for ensuring the timely and effective day to day processing of activity for UPE across the various product lines (Regular premium & legacy) ensuring that all work items are processed in accordance with compliance obligations and within agreed service standards.

Key Responsibilities

Key Tasks

• Ensure the needs of the customer are managed and excellent customer service is provided across the varying processes for all customers (Internal & External). Adopt a best practice approach to all tasks.
• Maintain an operational risk and control environment and supporting framework that is consistent with a first-class front-line shared services organisation and that is embedded as part of day-to-day operations.
• Ensure processing of own tasks within agreed SLA.
• Be open to take on new tasks when required.
• Ensure adherence to policies and procedures across the various products and business lines.
• Embrace a risk aware mind-set and ensure any issues / risks are identified and brought to management attention in a timely manner.
• Portray a mind-set of continuous improvement and innovative thinking.
• Bring ideas and improvements to the table and operate a can-do attitude.
• Complete all tasks in a manner cognisant of the following measures: End to end timelines, First point resolution, removal of waste, Customer effort, Costs.
• Use initiative for problem solving and identification of improvement measures.
• Identify opportunities to enhance customer experience.
• Support the roll out of strategic projects and initiatives as required.
• Support new starters and junior members in training and share knowledge throughout the team.
• Become familiar with team volumes, metrics and reporting on MI.
• Identify where further support is required for junior members.
• Maintain and develop relationships with all key stakeholders such as sales, clients and intermediaries.

Key Requirements

• Determined and focused individual with strong time management and analytical skills
• Ability to work under pressure and to meet tight deadlines while displaying strong attention to detail.
• Strong customer focus with a proven track record of implementing market-leading service improvements.
• A deep understanding of the risk and compliance environment.
• Previous experience in generating claims payments is advantageous.
• Prior experience in policy serving/processing is also favourable.

Target Grade
USIL Level 3

Group
Utmost Group Limited

Company
Utmost Holdings Ireland Limited

Entity
UHIL - USIL

Business Department
USIL - Customer Operations

Team
USIL - RP & Legacy

Control Function (CF)

Standard hours per week
37.5

Regulated Role
No

Employment Type
Contract

Duration
12 Months FTC