Operations Manager – Financial Services (Claims & Customer Service)

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

Job summary

Le Meas Executive Search has Exclusively partnered with a multinational financial services firm to hire an Operations Manager for the Italian market, based in Dublin. 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.

Qualifications

• 7+ years’ proven experience in Operations Management within insurance or financial services.
• Experience leading claims, complaints, customer service and/or analyst teams across multi-site or international environments.
• Experience in process-led organisations.
• Mature leadership style, able to influence and work through Team Leads.
• Excellent analytical skills, able to translate data into actionable insights.
• Concise communicator, adaptable to different cultures and hierarchies.
• Comfortable with ambiguity and change; interest in AI and data-driven ways of working.
• Fluency in English and Italian; additional European languages are an advantage.
• Willingness to travel occasionally within Europe.

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.

Skills

Operations management

Leadership

Analytical skills

Stakeholder communication

Change management

AI / data-driven mindset

Multi-site / international experience

English language

Italian language

Job description

Le Meas Executive Search have Exclusively partnered with a Multinational Financial Services firm to hire an Operations Manager for the Italian market, based in Dublin.

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:

• 7+ 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 and Italian is mandatory; additional European languages are an advantage.
• Willingness to travel occasionally within Europe.