Head of Intermediated Personal Lines Operations

RSA Group; Galway; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Learning & development

Job summary

Intact Insurance Ireland DAC seeks an experienced leader to head Galway Intermediated Personal Lines Operations. You will oversee customer service, quality and workforce planning, aligning operational strategy with data-driven performance and strong leadership.

You will guide transformation initiatives, drive continuous improvement, and partner with finance to optimise costs while fostering a high-performing culture across senior managers and frontline teams.

Qualifications

• Proven success leading customer operations and service teams.
• Strong track record building high-performing teams and developing leaders.
• Experience using data, insight and performance metrics to drive operational performance.
• Experience within financial services, insurance or a regulated environment is desirable.

Responsibilities

• Manage Galway operations for Intermediated Personal Lines, ensuring customer service quality and workforce planning.
• Lead quarterly reporting and cost management with cross-functional collaboration.
• Drive transformation and process improvements across finance and operational teams.
• Build and maintain a high-performing, data-driven culture with accountable teams.
• Coach and develop managers and frontline staff through change and growth.
• Partner with Finance and FP&A to review costs and variances to plan.

Skills

Leadership

Data driven

Stakeholder management

Insurance domain

Job description

Head of Intermediated Personal Lines Operations

Job Ref:

2933

Job Title:

Head of Intermediated Personal Lines Operations

Location:

N/A

Close date not set

Vacancy Description

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 inBelfast, Galway, and Dublin, we've embracedhybrid work, empowering our people towork flexiblyand 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

Head of Intermediated Personal Lines Operations

We're looking for an experienced leader to head our Galway operations, responsible for customer service, quality and workforce planning across our Intermediated Personal Lines business.

As part of the senior leadership team, you'll shape operational strategy, lead business transformation and ensure our people, processes and technology support strong customer and commercial outcomes.

This is a leadership role first and foremost. We're looking for a leader with the drive to build a high-performing culture, develop talent and lead teams through change. You'll be a visible presence in the operation, creating an environment where colleagues feel supported, accountable and motivated to deliver their best.

We're a highly data-driven organisation, so you'll be comfortable using insight and performance metrics to make decisions, improve outcomes and drive continuous improvement.

The role is Galway-based with hybrid working.

What’s in it for you?

This is an opportunity to lead a large-scale operation that plays a critical role in the success of our Intermediated Personal Lines business.

You’ll have an opportunity to make a lasting impact on culture, performance and customer outcomes while leading experienced managers and frontline teams through the next phase of growth and transformation.

If you enjoy building high-performing teams, developing leaders, solving operational challenges and delivering results through people, this role offers both scale and opportunity.

Key Responsibilities:

• Manage the Quarterly reporting process to the Group with support from team members. Responsibilities include updating and reconciling supporting workbooks, end to end stakeholder engagement during quarter end process, commentary and variance analysis, intercompany analysis, system validations review and additional supplementary reporting.
• Lead the month end expenses and accruals process including liaising with other departments to foster cross-functional collaboration to ensure accurate reporting
• Partner with FP&A team to review costs and understand variances to plan.
• Coordinate intercompany transactions, reconciliations and balances, ensuring timely resolution of balances.
• Communicating and liaising with internal finance colleagues including the Finance Business Partners, Credit Control, Shared Service Centre, and other colleagues around the business to check accuracy, give or obtain further information to resolve queries.
• Ensuring an appropriate control and compliance environment by preparing or reviewing balance sheet reconciliations, carrying out control testing and highlighting issues to the Financial Reporting and Control Team Leader.
• Driving process improvements and support finance projects.
• Leading, motivating, and developing new or part qualified members of the team to deliver high quality outputs in the most effective ways while ensuring their personal and professional development.

Requirements:

Leadership and People:

• Develop leadership capability, succession plans and talent pipeline across the intermediated personal lines team
• Create an inclusive, engaged, high-performing and data driven team culture where colleagues feel empowered and accountable and decisions are informed by data, insight and measurable outcomes

Operational Performance:

• Deliver operational excellence across customer service
• Own operational KPIs including service levels, quality, customer outcomes, cost, productivity and employee engagement
• Build a customer-centric culture focused on resolving broker and customer needs quickly, fairly and efficiently.

Data and Continuous Improvevent:

• Drive continuous improvement through process redesign, automation and simplification while improving customer and colleague experiences
• Use operational and customer data to identify trends, solve problems and improve performance

Transformation and Strategic Partnership:

• Lead large scale change programmes, embedding new technologies, digital capabilities and improved customer journeys
• Lead the adoption and optimisation of our next generation customer contact and workforce management platforms, ensuing colleagues fully embrace new capabilities
• Partner with cross-business leaders to shape business strategy and operational priorities

What Success Looks like

Success in the role will be measured through a combination of operational performance, colleague engagement, customer outcomes and leadership effectiveness.

Key measures include:

• Achievement of service and productivity targets
• Improved quality and customer outcome measures
• Strong employee engagement, retention and leadership effectiveness scores
• Delivery of operational improvement and transformation initiatives
• Positive broker and customer feedback
• Development and progression of internal talent
• Delivery of operational cost and efficiency objectives

What you have

• Proven success leading customer operations, contact centre or service teams.
• Strong track record of building engaged, high-performing teams, developing leaders and creating a culture of accountability.
• Experience using data, insight and performance metrics to drive operational performance and business outcomes.
• Demonstrated success leading operational transformation, implementing change and improving customer and business outcomes.
• Strong analytical, problem-solving and decision-making capability.
• Excellent communication, influencing and stakeholder management skills.
• Experience within financial services, insurance or another regulated customer service environment is desirable but not essential

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