Description

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there's no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America's Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Operations Manager (General Insurance)

Delivery of operational excellence and transformation within Customer Care, Sales, Renewals and Claims Solutions. The successful candidate will be required to identify and remediate operational issues as needed in different parts of the operation, as well as proactively drive transformational change to maximise the performance of teams and deliver on agreed Revenue Targets, KPI's and Client SLA's.

Specific responsibilities (including but not limited to)

Responsibilities:

• Driven and effective problem solver who understands how to design, measure, analyse, improve and control outsourced operations for clients. The ideal candidate will be a self-starter that thrives in a fast-paced environment.
• Execution, support and assistance in all aspects of creating maintaining operational rhythm for BAU, continuous improvement, and operational excellence within areas of Customer Care, Acquisition and Claims Solutions.
• Identify issues and opportunities, make recommendations substantiated with data and implement to deliver results.
• People and performance management - Demonstrated results through people engagement, coaching, leading, performance management

Partnership

• Leverage internal partners: Colleague Resources, Shared Services, Training & Quality, Technology and others as appropriate to achieve the overall goals for the operation.
• Client Engagement: Support the Business Area Owner in engagement with Clients to manage expectations, development, reporting, system, training & QA auditing.

Training & QA

• Identify requirements and engage to develop training solutions, ensure regulatory / Client SLA audit inspections are completed to the best practice standards.

Continuous improvement

• Review of business processes, systems, team skills, QA performance & engage with the Training, QA, IT or Shared Services teams to identify, develop & deliver best practice initiatives.

Personal Development

• Maintenance of personal development portfolio (PDP) & CPD hours if an accredited individual

Qualifications/skills

• APA Qualification essential
• A minimum of 3+ year's in a similar operational role focused on transformation and people management
• General Insurance experience Must Have and Operational Management within business process outsourcing background desirable
• A degree in business or related discipline
• Client or Project Management experience desirable
• Experience with training and managing quality in complex multi-client environment
• Excellent written and verbal communication skills
• Experience managing Work Force Planning / Optimisation (desirable not essential)
• Excellent motivational and organisational skills
• IT literate including all MS platforms

Experience

The Operations Manager must be collaborative and communicative with the ability to define, measure, analyse, improve and control one or more parts of an operation to deliver required results. The role will require the ability to remediate operational issues where required to transform the service we deliver. An ability to go into parts of the operation, quickly understand, identify and deliver on key opportunities is critical to the success of this role. The role requires people management, business acumen and continuous improvement skills.

The position requires:

• Operational excellence and transformation capability
• Responsibility, accountability and ownership within a matrixed organisation
• Solution focused, collaborative, honest and proactive approach
• Positive, energetic and forward-thinking attitude
• Excellent oral and written communication skills
• Analytical and interpretive skills
• Ability to create and complete comprehensive, accurate and constructive written reports
• Ability to meet or exceed performance competencies
• Ability to influence peers and senior management
• High levels of motivation and enthusiasm
• A positive attitude, co-operative, willing to comply with company policies and procedures and work constructively with all colleagues

Benefits of working for Sedgwick in Ireland

• Bike to Work Scheme
• Tax Saver Travel Scheme
• Discounted onsite Gym Membership (Dublin 4)
• Discounted onsite Montessori (Dublin 4)
• EAP - Employee Assistance Programme
• Life Cover
• PHI - Permanent Health Insurance
• Exams & Professional Membership Fees
• Professional and personal development opportunities

Sedgwick Ireland is regulated by the Central Bank of Ireland (CBI). This role is subject to the Minimum Competency Code (MCC) as set out by the CBI. This code sets out the minimum professional standard for any person providing certain financial services, in particular when dealing with consumers. This role is classified as a Controlled function (CF 7) and is subject to Fitness and Probity Standards, including the requirements outlined in the Individual Accountability Framework Act 2023. Successful candidates will receive training in relation to all regulatory requirements applicable to them.

Sedgwick is an Equal Opportunity Employer.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.