Operations Lead: Claims, Complaints & Customer Service

Crédit Agricole Group; Dublin; On-site; EUR 90,000 - 120,000; Full time

Job summary

Crédit Agricole Group in Dublin is seeking an Operations Manager to oversee Claims, Complaints and Customer Services, structured into streams led by Team Leads. You will work with leads to ensure consistency, quality, and performance across all activity.

You will own end-to-end process standards, drive governance, and push continuous improvement within an insurance framework, including regulatory alignment.

Qualifications

• Experience in overseeing claims, complaints, and customer service operations.
• Proven ability to lead cross-functional teams and manage change.
• Strong understanding of regulatory and insurance frameworks.
• Experience in process governance and KPIs.

Responsibilities

• Define and maintain end-to-end process standards across all streams.
• Lead process governance forums and be accountability for process decisions.
• Oversee lifecycle of claims and complaints operations within the PPI framework.
• Develop and maintain operational dashboards and reports for senior management.
• Drive the transformation to a process-led operating model.
• Provide direction and development to Team Leads; foster high-performance culture.

Skills

Process ownership

Regulatory compliance

Cross-functional leadership

Performance measurement

Job description

Crédit Agricole Group in Dublin is seeking an Operations Manager to oversee Claims, Complaints and Customer Services, structured into streams led by Team Leads. You will work with leads to ensure consistency, quality, and performance across all activity.

You will own end-to-end process standards, drive governance, and push continuous improvement within an insurance framework, including regulatory alignment.