Operations Manager - Italy

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

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:

• 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