Operations Team Leader - France M/F

Job description

Business type

Types of Jobs - Operations

Job title

Operations Team Leader - France M/F

Contract type

Fixed-Term Contract

Term (in months)

36 months

Management position

Yes

Job summary

Claims Management

• Lead by example by supporting the team whenever is required by assessing and processing claims in accordance with relevant policy terms and conditions, and ensure your team is fully trained on all operational processes.
• Manage and forecast claims volumes on an ongoing basis, maintaining adequate staffing levels and participating in workforce management meetings in line with departmental guidelines.
• Ensure claims turnaround times and quality standards are consistently met, with claims correctly processed according to applicable terms and conditions.
• Develop a thorough understanding of the reinsurance schemes in place for your country of operation and ensure your team is equally well-versed.

Partner Management

• Actively participate in partnership management for your perimeter, working closely with the Business Development team to keep them informed of any sensitive cases that may impact their customers.
• Maintain a clear operational awareness of partner strategic plans, including new product launches and promotional campaigns, and nurture relationships through regular onsite meetings with key contacts.

Third Party Administrator (TPA) Management

• Actively participate in partnership/TPA management for your perimeter, monitoring and controlling SLAs and quality indicators, and providing regular structured feedback including corrective action plans where performance falls below expectations.
• Organise regular training sessions with TPAs on all aspects of claims handling, including declaration processes and reserving reporting.
• Ensure all staff and TPA contacts are trained in line with the regulatory guidelines of the Central Bank of Ireland and applicable local regulatory frameworks.
• To hold regular onsite meetings with TPAs to have a complete knowledge of strengths and areas for improvement.

Monitor, manage and lead Operations Business Support Analyst in carrying out their main tasks as below:

• Monitor, manage and support Operations Business Support Analysts in carrying out their core responsibilities, including payment reporting, committee support, system development projects, UAT methodology, and training delivery to internal and external stakeholders.
• Actively participate in Operations projects and work collaboratively with project managers to align on planning and delivery timelines.

Customer Management

• Lead the customer contact experience and continuously improve all customer-facing communications, including letters, emails, and other correspondence.
• Participate in projects that innovate and enhance the customer journey, such as the claims declaration process and follow-up documentation workflows.
• Escalate sensitive cases to the Operations Manager and senior management as appropriate, and work closely with the complaints and business analyst teams to feed operational insights back into process improvements.

Supplementary Information

Communication & Quality

• Communicate regularly on team performance, successes, process improvements, and innovations, and actively participate in claims management and operations forums.
• Monitor internal and external quality results, managing outcomes on an ongoing basis and proactively seeking opportunities to improve quality across all processes, including those managed by TPAs. Escalate significant performance issues or systemic improvement opportunities to the Operations Manager for prioritisation and direction.

Process Improvement

• Question and challenge existing business processes identifying inefficiencies and best practice opportunities within your operational area through an innovative and solution-oriented mindset. Escalate process improvement recommendations to the Operations Manager for evaluation and prioritisation.
• Build strong working relationships at Team Leader level across the organisation and contribute to the sharing of best practice through available forums and tools.

Transformation & AI

CACI's Operations department is undergoing a strategic transformation towards a process-led organisational model. The Operations Team Leader will play an active and visible role in supporting this transition at team level, acting as a champion of change and ensuring their team remains engaged, informed, and aligned throughout.

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

3-5 years

Experience

• 3-5 years insurance experience
• Strong understanding of insurance operations, claims processes, and regulatory frameworks
• Experience managing third-party relationships or external service providers (TPAs, outsourced functions)
• Have undertaken relevant leadership/management training or modules ideally
• Have undertaken some Insurance Institute of Ireland (III) exams (Ideally)
• Familiarity with AI tools, automation, or data-driven operational approaches

Required skills

• Demonstrate a clear passion to lead, develop and grow a team
• Strong problem-solving skills - Proactive in identifying issues, finding solutions and implementing improvements
• Demonstrate ability to plan and prioritise work
• Strong customer service skills
• Strong organisational skills with the ability to manage multiple priorities across concurrent operational streams.
• Rigorous and detail-oriented, with a structured approach to quality and process management.
• Comfortable working in a changing environment and able to bring your team along through periods of transition.
• Curious, proactive and open towards embracing technology, automation, and new ways of working.
• Clear, concise and adaptable communication style for both team members and senior stakeholders
• Fluency in English and in French

Languages

French (Fluent)

Languages

Fluency in French and English