Operations Manager M/F

Job description

Business type

Types of Jobs - Operations

Job title

Operations Manager M/F

Contract type

Permanent Contract

Management position

Yes

Job summary

The Operations Manager will oversee Claims, Complaints and Customer Services teams structured into dedicated operational streams, each led by a Team Lead. They will work closely with these leads to ensure consistency, quality, and performance across all areas of activity

Process Ownership - Claims, Complaints and Customer Service:

As the designated Process Owner, the Operations Manager will:

• Define, document, and maintain end-to-end process standards for claims, complaint handling and customer services across all operational streams
• Ensure processes are compliant with applicable regulatory and insurance frameworks, including PPI-specific requirements
• Lead process governance forums and act as the single point of accountability for process-related decisions
• Drive continuous improvement initiatives, identifying inefficiencies and implementing structured solutions
• Collaborate with Transformation, Compliance, IT, Project, and other cross-functional stakeholders to ensure process alignment and readiness
• Own the process change management cycle, from design through to implementation and post-implementation review

Claims and Complaints Management

• Manage the full lifecycle of claims and complaints operations within the PPI insurance framework
• Monitor and analyse operational KPIs, identify trends, and implement corrective action plans where necessary
• Ensure complaint handling processes are aligned with regulatory requirements and group standards
• Act as an escalation point for complex or sensitive cases

Reporting and Analysis

• Produce clear, concise, and insightful operational reports for senior management and relevant stakeholders
• Develop and maintain operational dashboards to track operational activities such as claims volumes, complaint rates, resolution times, and team performance
• Present findings with structured recommendations, adapting communication to the audience

Strategic Transformation

• Drive the department's transition to a process-led operating model
• Challenge existing ways of working and contribute to the redesign of operational structures
• Support change management efforts, ensuring teams are engaged and aligned throughout the transformation

Operations Leadership:

• Lead and manage a multi-cultural operations team structured around functional streams
• Provide clear direction, coaching, and development to Claims, Complaints and Customer Services Team Leads
• Foster a high-performance culture rooted in accountability, continuous improvement, and collaboration
• Oversee daily operations across all streams, ensuring service levels, quality standards, and regulatory obligations are consistently met

Supplementary Information

People First

• To assign workload and projects to each member of your staff
• To follow up on HR processes, attendance, probationary period, performance management, etc.
• To develop and coach your staff to reach their potential within CACI.
• To identify with your team individually their strengths and their areas for improvement
• To identify the teams' individual talents and abilities and harness those for their development and to optimise the business.
• To coach and encourage staff to enhance their professional qualifications (when required)
• To fully apply the performance management process ensuring it is a 2-way process of open discussion.

Interface

1. Insurance Division: Dublin Operations teams, ExCo/Extended Leadership Team and Senior Colleagues and Insurance Division in France (Administration, Business Development and other services)
2. Group: Group operations departments
3. External: Partners in Europe: Finance Companies & TPA.

Position location

Geographical area

Europe, Ireland

City

Dublin

Remote work

hybrid

Candidate criteria

Minimal education level

Bachelor Degree / BSc Degree or equivalent

Academic qualification / Speciality

Bachelor Degree related to Banking/Insurance is an asset.

Level of minimal experience

11 years and more

Experience

• Significant and demonstrable experience in an Operations Manager role (10+ years), ideally within the insurance or financial services sector
• Strong and proven experience managing an operation service (Claims, Complaints, customer service and/or business analyst teams in a multi-site or international environment, or in a project management capacity
• Experience operating within or transitioning to a process-led or process-driven organisational model is highly desirable
• Background in PPI or consumer credit insurance is a strong advantage
• Highly mature leadership profile, capable of managing through influence as well as authority
• Proven ability to lead and develop multicultural, geographically distributed teams
• Experience managing Team Leads and operating through a management layer

Required skills

• Excellent analytical skills with the ability to interpret complex data and translate it into clear operational insights
• Strong organisational skills with the ability to manage multiple priorities across several operational streams simultaneously
• Concise and effective communicator, both written and verbal, capable of adapting to different cultural and hierarchical contexts
• Rigorous, structured, and detail-oriented approach to operational management
• Comfortable with ambiguity and able to navigate a changing organisational environment
• A familiarity with AI tools, automation concepts, or data-driven approaches is considered a plus - as the department moves towards an AI-enabled operating model, candidates who show curiosity and openness towards these technologies will stand out
• Some travel may be required

Languages

Italian (Fluent)

Languages

Fluency in Italian and English