Operations Manager M/F

Crédit Agricole S.A. Dublin, Ireland

Posted 1 day ago Permanent Competitive

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

Insurance Division: Dublin Operations teams, ExCo/Extended Leadership Team and Senior Colleagues and Insurance Division in France (Administration, Business Development and other services)
Group: Group operations departments
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