Job Reference: FRS29764
Job Duration: 12 Months
Start date: ASAP
Description:
Our client is seeking a skilled OPERATIONS MANAGER for a 12-month contract based in Clare. This is a fast paced position working within Insurance.
You will be responsible for 6/7 team members and have a proven record in management. Previous experience working to KPI's is essential in this role. As is the abilityto get involved in and support the development and rolling out of projects and improvement initiatives. This role requires and will demand exacting customer service.
If you are driven and proven Operations Manager open to a fixed term contract position- I want to hear from you.
General duties within the role.
Manage the country operations to deliver excellent customer experience, consistently achieving key agreed SLA's and KPI's:
People Management Effectively manage the performance of individuals in the team
Customer Improvement Initiatives Proactively engage in/support the development +/or roll out of projects/ improvement initiatives.
Responsible for the delivery of country operations SLA's and KPI's through monitoring daily, weekly, monthlyand quarterly capacity requirement
Ensure the Operation remains within cost and budgetary targets.
Ensure excellent communications channels between country and CSC to enable achievement of operational objectives.
Management Skills
Monitor teamengagement to identify and address any potential issues.
Effectively manage the performance of individuals in the team providing regular opportunities for feedback (both formal and informal) and ensure that performance management cycle is completed for each team member within set timelines.
Conduct regular weekly Team Meetings, containing Business and team updates, developmentalopportunities and recognition of great performance/achievements. Promote two-way communication channels with an environment where all opinions count.
Train, Coach and Develop all team members in line with business objectives, departmental goals and individual development plans to maximise their potential.
Manage day-to-day performance and behavioral issues e.g. absenteeism, attrition and disciplinary process, based on company policies. Also responsible for the management of daily breaks, work hours and a/s leaves in coordination with HR and ensuring workload and capacity are not compromised.
Create and support a problem solving and a "can do" attitude promoting a culture which recognises and rewards a job well done.
Build and maintain effective dual working relationships with other customer operations teams to deliver key service level agreements.
Fulfillment of call quality controls by listening call records and informing each team members performance timely within defined standards and sharing best practices and general areas of improvement with team to improve customer experience.
Required:
* 3 years' experience in insurance or Financial services industry
* Knowledge of Insurance regulatory framework within one or more countries within the Nordic region
* Previous experience with capacity planning, resource planning and strategic planning.
* Previous experience with leading a successful team to achieve KPI targets
* Excellent Performance and People Management & Evaluation Skills
* Experience of supervising a team in a fast paced target driven environment
* Previous experience in a Customer Service role putting the Customer first.
* Proven ability to Coach/develop individuals and apply Learning Solutions
* Proficient in Microsoft office
* Awareness of Project Management methodologies.
Desired - Not Required:
* Minimum 3rd level qualification
* High proficiency in Excel and other Microsoft applications
* Detailed understanding of the technical aspects of insurance and the principles and practice of general insurance
* Awareness of pricing and reserving business
* Good knowledge of operational policies processes procedures and systems
* Awareness of TIA and other operations process applications such as File net, Open Print and scanning
If you are available and interested in a 12-month Operations Management contract with a global player in their field- please apply with your most recent CV to Bernadette Sisson for immediate consideration.
Industry: Insurance
Salary:
Salary Benefits:
Vacancy Type: Contract
Job Skills: Operations Manager, Group Manager, Insurance Manager
Contact Name: Bernadette Sisson
Website: -
Direct Application URL: -