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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 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.
People First
- Assign workload and projects to staff.
- Follow up on HR processes, attendance, probationary periods, and performance management.
- Develop and coach staff to reach their potential within CACI.
- Identify individual strengths and areas for improvement and harness team talents for development and business optimisation.
- Coach and encourage staff to enhance their professional qualifications when required.
- Apply the performance management process as a two-way process of open discussion.
Requirements
- Bachelor Degree / BSc Degree or equivalent.
- A degree related to Banking or Insurance is an asset.
- Significant and demonstrable experience in an Operations Manager role, ideally within insurance or financial services.
- More than 10 years of experience, including experience managing claims, complaints, customer service, business analyst teams, or projects in a multi-site or international environment.
- Experience with process-led operating models, PPI or consumer credit insurance, multicultural teams, and management layers is advantageous.
- Excellent analytical, organisational, communication, and leadership skills.
- Fluency in Italian and English.
- Some travel may be required.
About Crédit Agricole Creditor Insurance
Crédit Agricole Creditor Insurance (CACI) is a subsidiary of Crédit Agricole Assurances specialising in borrower insurance and life protection. CACI serves more than 5.6 million customers in six countries, has 200 employees, and is based in Dublin, Milan, and Stuttgart.