Personal Lines Team Leader (Fixed Term Contract)

Join Intact Insurance and make a difference every day.

Whether you're just beginning your career or looking to take the next progressive step, Intact Insurance Ireland is where you can be yourself, learn and develop, and where your ideas matter.

With offices in Belfast, Galway, and Dublin, we've embraced hybrid work, empowering our people to work flexibly and deliver great service to our customers every day.

We want you to thrive and grow with us – and we'll give you all the tools, flexibility and learning opportunities you need to do it.

And, if you bring your best, then we promise to give you, our best.

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact Insurance’s commitment to you in exchange for living our Values, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us

 

Personal Lines Team Leader  – Fixed Term Contract

We are seeking a skilled and motivated insurance professional to join our Customer Operations team as a Team Leader. This role is ideal for someone with contact centre operations and customer service experience, a passion for inspiring and leading people and a commitment to innovate and challenge to deliver the best proposition to our customers.

Reporting directly to the Senior Operations Manager, you will play a pivotal role in leading a team responsible for service delivery to our customers and broker partners, quality standards and innovating our ways of working, executing on the delivery of strategic improvement initiatives.

You will be responsible for compliance with regulatory and company standards. The role focuses on people leadership, operational efficiency and continuous improvement.

You will work closely with Customer Service Operations Leaders, Training & Quality team, IT, Portfolio Pricing and other key business functions to ensure a consistently excellent service experience for customers.  

This is a Fixed Term Contract for 12 months.

Key Responsibilities:

• Lead, motivate and manage a customer service team to achieve performance, quality and service targets.
• Accountable for keeping your team motivated to consistently deliver excellent service and drive KPIs
• Act as escalation point for any operational / administration support issues.
• Motor workload distribution, productivity and turnaround times to ensure service level agreements are met
• Conduct regular one-to-ones, performance reviews and coaching sessions to support team development
• Maintain high standards of customer service, accuracy and attention to detail across all administrative activities
• Review and improve operational processes to drive efficiency, consistency and reduce error rates
• Adherence to our risk and compliance framework along with call reviews and coaching in line with MCC requirements

 Requirements:

• CIP Qualified (with desire to continue further professional qualifications).
• Strong people leader with the ability to motivate, coach, and develop high performing teams
• Highly organised with excellent time management and prioritisation skills
• Detail-orientated with strong focus on accuracy and compliance
• Customer -focused mindset with a commitment to delivering positive outcomes
• Proactive and adaptable with a continuous improvement approach
• Resilient and dependable, able to perform effectively in a fast-paced environment

 

Regulatory Requirements:

If this role is defined as a "controlled function" by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that you meet the requirements as set out in the Fitness & Probity standards issued in this Act.

Intact  Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status