Operations Manager M/F

Crédit Agricole Creditor Insurance (CACI); Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Crédit Agricole Creditor Insurance (CACI) à Dublin recherche un Operations Manager pour superviser les équipes Claims, Complaints et Customer Services. Le poste couvre la définition de standards process, la conformité et le pilotage de la performance.

Vous piloterez la transformation vers un modèle orienté processus et dirigerez une équipe multiculturelle pour maintenir des niveaux de service élevés et des indicateurs opérationnels solides.

Qualifications

• Compétences en ownership et amélioration de processus.
• Expérience en gestion de files d'attente Claims et Customer Service.
• Forte capacité à communiquer avec des parties prenantes et à influencer.

Responsibilities

• Définir et maintenir les standards de process pour les flux Claims, plaintes et service client.
• Assurer la conformité réglementaire et les exigences PPI.
• Conduire le pilotage des performances et les initiatives d'amélioration.
• Diriger la transformation vers un modèle orienté processus.
• Encadrer une équipe opérationnelle multiculturelle et pluridisciplinaire.

Skills

Gestion de processus

Leadership

Conformité réglementaire

Gestion d'équipe

Analyse opérationnelle

Job description

Crédit Agricole Creditor Insurance (CACI) est une filiale de Crédit Agricole Assurances spécialisée dans l'assurance emprunteur et la protection de la vie. Leader du marché en France et 3e acteur en Europe, CACI sert plus de 5,6 millions de clients dans 6 pays. Elle propose une gamme complète de produits de Protection financière, incluant l'assurance emprunteur, la prévoyance, la protection de budget, des cartes et des biens, ainsi que la perte financière automobile.

CACI compte 200 collaborateurs et est implantée à Dublin (siège social), Milan (Italie) et Stuttgart (Allemagne).

En agissant chaque jour dans l'intérêt de la société, nous sommes un groupe engagé en faveur des diversités et de l'inclusion et plaçons l'humain au cœur de toutes nos transformations. Tous nos postes sont ouverts aux personnes en situation de handicap.

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