Operations Manager - Claims & Complaints (Insurance)

Le Meas Executive Search; Dublin; On-site; EUR 90,000 - 120,000; Full time

Job summary

Le Meas Executive Search, working with a multinational Insurance firm, seeks an Operations Manager for Dublin to lead end-to-end Claims, Complaints and Customer Service across Europe. Based in Dublin, you will own processes, performance and continuous improvement in a high-visibility role.

You will steer cross-functional streams, drive an AI-enabled operating model, communicate with senior stakeholders, and foster a high-performance, diverse team in Ireland.

Qualifications

• 8+ years' experience in Operations Management within insurance or financial services.
• Experience leading claims, complaints, customer service and analyst teams across multi-site or international environments.
• Experience in process-led organisations.
• Ability to manage through influence and authority with Team Leads.
• Fluency in English; additional European languages are an advantage.

Responsibilities

• Own and optimise end-to-end processes for claims, complaints and customer service.
• Lead multi-disciplinary streams via Team Leads to ensure quality.
• Monitor KPIs, dashboards and provide reporting to senior stakeholders.
• Act as escalation point for complex and sensitive claims/complaints.
• Drive transformation towards an AI-enabled operating model and change management.
• Provide day-to-day leadership and coaching for a multicultural team.

Skills

Operations management

Claims handling

Customer service

Team leadership

Data analysis

Stakeholder communication

Process improvement

AI/automation interest

Job description

Le Meas Executive Search have Exclusively partnered with a Multinational Insurance firm to hire an Operations Manager to their Dublin operation.

We’re looking for an experienced Operations Manager to lead end-to-end Claims, Complaints and Customer Service operations for a European Insurance business, based in Dublin.

This is a critical, highly visible role, owning processes, performance and continuous improvement across multi-country operations.

Key responsibilities:

• Own and optimise end-to-end processes for claims, complaint handling and customer service, ensuring compliance with regulatory and insurance frameworks.
• Lead multi-disciplinary operational streams, each managed by a Team Lead, driving consistency, quality and strong customer outcomes.
• Monitor KPIs, build dashboards and produce clear operational reporting and recommendations for senior stakeholders.
• Act as escalation point for complex and sensitive claims/complaints cases.
• Drive transformation towards a process-led, increasingly AI-enabled operating model, challenging existing ways of working and supporting change management.
• Provide day-to-day leadership, coaching and performance management for a multicultural team, fostering a high-performance, collaborative culture.

Required Qualifications & Experience:

• 8+ years’ proven experience in Operations Management within insurance or financial services.
• Strong background leading claims, complaints, customer service and/or analyst teams, ideally across multi-site or international environments.
• Experience in process-led organisations
• Mature leadership style, comfortable managing through both influence and authority, with experience leading through a layer of Team Leads.
• Excellent analytical skills, able to interpret complex data and translate it into actionable operational insights.
• Concise, effective communicator who can adapt to different cultural and hierarchical contexts.
• Comfortable with ambiguity and organisational change, with curiosity about AI, automation and data-driven ways of working.
• Fluency in English is mandatory; additional European languages are an advantage.
• Willingness to travel occasionally within Europe.