Personal Lines Technical Team Leader

RSA Group; Galway; On-site; EUR 60,000 - 75,000; Full time

Job summary

A leading insurance company is seeking a Technical Team Leader to join their Customer Operations team in Galway. This role requires significant technical underwriting experience in personal lines products and strong leadership skills. The successful candidate will be responsible for driving strategic change, ensuring exceptional customer service, and fostering a high-performance culture within the team. Applicants should have a CIP qualification and a proven track record in managing high-performing teams. This hybrid position supports flexible working arrangements.

Qualifications

• Desire to pursue further professional qualifications.
• Experience in leading high performing teams.
• Ability to adapt in a fast-paced environment.

Responsibilities

• Lead and manage a customer service team to achieve performance and service targets.
• Enhance customer proposition through data collection and insight.
• Implement strategic plans for continuous improvement.

Skills

Technical product knowledge of personal lines products

Change management

Process improvement methodologies

Leadership and team motivation

Customer-focused mindset

Education

CIP Qualified

Job description

Join Intact Insurance and make a difference every day.

Whether you're just beginning your career or looking to take the next progressive step, Intact Insurance Ireland is where you can be yourself, learn and develop, and where your ideas matter.

With offices in Belfast, Galway, and Dublin, we've embraced hybrid work, empowering our people to work flexibly and deliver great service to our customers every day.

We want you to thrive and grow with us – and we'll give you all the tools, flexibility and learning opportunities you need to do it.

And, if you bring your best, then we promise to give you, our best.

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact Insurance’s commitment to you in exchange for living our Values, we promise to provide support, opportunities and performance‑led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Personal Lines Technical Team Leader

We areseekinga skilled and motivated insurance professional to join our Customer Operations team as a Technical Team Leader. This role is ideal for someone with significant technical underwriting experience across personal lines products with a drive to support the delivery of excellent customer service. Our technical team leader will have a passion for inspiring and leading people and a commitment to innovate and challenge to deliver the best proposition to our customers.

This individual will be a strategic leader in our PL business. Reporting directly to theSenior Operations Manager, you will play a pivotalrolein creating a high‑performance culture focused on accountability, insight‑driven decision making, collaboration, and continuous improvement. You will be driving strategic change in a newly created role sitting across all personal line’s products. The role focuses on innovation, technical expertise, continuous improvement and people leadership.

You will work closely with Customer Service Operations Leaders, Pricing, and Portfolio Underwriting to ensure we champion “ease of doing business” for all customers across all products.

Key Responsibilities:

• Lead, motivate and manage a customer service team to achieve performance, quality and service targets.
• Collate customer experience insight from operations teams, customers, partners, pricing and underwriting to enhance our customer proposition and processes.
• Implement continuous improvement strategic plans across all products
• Support high performance culture, keeping your team motivated to consistently deliver
• Act as escalation point for any technical referrals
• Conduct regular one-to-ones, performance reviews and coaching sessions to support team development
• Adherence to our risk and compliance framework along with call reviews and coaching in line with MCC requirements

Requirements:

• CIP Qualified (with desire to continue further professional qualifications).
• Experience in change management and process improvement methodologies
• Strong technical product knowledge of personal lines products
• Strong people leader with the ability to motivate, coach, and develop high performing teams
• Customer -focused mindset with a commitment to delivering positive outcomes
• Proactive and adaptable with a continuous improvement approachResilient and dependable, able to perform effectively in a fast‑paced environment
• Previous experience leading high performing teams required

Intact Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally