Operations Team Leader - France M/F

Crédit Agricole Creditor Insurance (CACI); Dublin; On-site; EUR 55,000 - 75,000; Full time

Job summary

Crédit Agricole Creditor Insurance (CACI), filiale du groupe Crédit Agricole Assurances, est implantée à Dublin et spécialisée dans l’assurance emprunteur et la protection de la vie. Le rôle de Claims Management met l’accent sur l’accompagnement de l’équipe dans l’évaluation et le traitement des sinistres, la prévision des volumes et le maintien des délais et de la qualité.

Vous collaborez avec les partenaires et les TPAs, assurez la formation et la conformité réglementaire, et coordonnez les

Responsibilities

• Lead by example by supporting the team in claims processing according to policy terms and conditions.
• Forecast and manage claims volumes, maintaining adequate staffing levels.
• Ensure claims turnaround times and quality standards are met.
• Develop a thorough understanding of the reinsurance schemes in place for your country of operation.
• Actively participate in partnership management with the Business Development team.
• Monitor and manage partnership/TPA relationships, SLAs and KPIs.
• Organise regular training sessions with TPAs on claims handling and reporting.
• Ensure staff and TPA contacts are trained per regulatory guidelines of the Central Bank of Ireland.
• Hold regular onsite meetings with TPAs to review strengths and areas for improvement.
• Monitor, manage and support Operations Business Support Analysts in core tasks and training delivery.
• Participate in Operations projects and align with planning and timelines.
• Lead customer contact experience and improve all customer-facing communications.
• Contribute to projects that improve the customer journey in claims processes.
• Escalate sensitive cases to the Operations Manager and senior management as needed.
• Collaborate with complaints and business analytics teams to drive process improvements.

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.

Claims Management

Lead by example by supporting the team whenever is required by assessing and processing claims in accordance with relevant policy terms and conditions, and ensure your team is fully trained on all operational processes.

Manage and forecast claims volumes on an ongoing basis, maintaining adequate staffing levels and participating in workforce management meetings in line with departmental guidelines.

Ensure claims turnaround times and quality standards are consistently met, with claims correctly processed according to applicable terms and conditions.

Develop a thorough understanding of the reinsurance schemes in place for your country of operation and ensure your team is equally well-versed.

Partner Management

Actively participate in partnership management for your perimeter, working closely with the Business Development team to keep them informed of any sensitive cases that may impact their customers.

Maintain a clear operational awareness of partner strategic plans, including new product launches and promotional campaigns, and nurture relationships through regular onsite meetings with key contacts.

Third Party Administrator (TPA) Management

Actively participate in partnership/TPA management for your perimeter, monitoring and controlling SLAs and quality indicators, and providing regular structured feedback including corrective action plans where performance falls below expectations.

Organise regular training sessions with TPAs on all aspects of claims handling, including declaration processes and reserving reporting.

Ensure all staff and TPA contacts are trained in line with the regulatory guidelines of the Central Bank of Ireland and applicable local regulatory frameworks.

To hold regular onsite meetings with TPAs to have a complete knowledge of strengths and areas for improvement.

Monitor, manage and lead Operations Business Support Analyst in carrying out their main tasks as below:

Monitor, manage and support Operations Business Support Analysts in carrying out their core responsibilities, including payment reporting, committee support, system development projects, UAT methodology, and training delivery to internal and external stakeholders.

Actively participate in Operations projects and work collaboratively with project managers to align on planning and delivery timelines.

Customer Management

Lead the customer contact experience and continuously improve all customer-facing communications, including letters, emails, and other correspondence.

Participate in projects that innovate and enhance the customer journey, such as the claims declaration process and follow-up documentation workflows.

Escalate sensitive cases to the Operations Manager and senior management as appropriate, and work closely with the complaints and business analyst teams to feed operational insights back into process improvements.