Operations Team Leader - France M/F

Job description

Claims Management

• Lead by example by supporting the team whenever 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 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 Management

• Monitor and control SLAs and quality indicators, providing regular structured feedback and corrective action plans where performance falls below expectations.
• Organise regular training sessions with TPAs on claims handling, 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.
• Hold regular onsite meetings with TPAs to maintain knowledge of strengths and areas for improvement.

Operations Business Support

• Monitor, manage and support Operations Business Support Analysts in carrying out payment reporting, committee support, system development projects, UAT methodology and training delivery.
• Actively participate in Operations projects and collaborate with project managers to align on planning and delivery timelines.

Customer Management

• Lead the customer contact experience and continuously improve customer-facing communications, including letters, emails and other correspondence.
• Participate in projects that enhance the customer journey, such as claims declaration and follow-up documentation workflows.
• Escalate sensitive cases appropriately and provide operational insights for process improvements.

Communication, Quality and Process Improvement

• Communicate regularly on team performance, successes, process improvements and innovations.
• Monitor internal and external quality results and seek opportunities to improve quality across all processes, including those managed by TPAs.
• Identify inefficiencies and best-practice opportunities, escalating recommendations to the Operations Manager.
• Build strong working relationships across the organisation and contribute to sharing best practice.

Transformation and AI

CACI's Operations department is undergoing a strategic transformation towards a process-led organisational model. The Operations Team Leader will support this transition at team level, championing change and ensuring the team remains engaged, informed and aligned.

Requirements

• Bachelor Degree or equivalent; a degree related to Banking or Insurance is an asset.
• 3–5 years of insurance experience.
• Strong understanding of insurance operations, claims processes and regulatory frameworks.
• Experience managing third-party relationships or external service providers.
• Leadership or management training is desirable.
• Insurance Institute of Ireland exams are desirable.
• Familiarity with AI tools, automation or data-driven operational approaches.
• Strong leadership, problem-solving, planning, prioritisation, customer service and organisational skills.
• Fluency in English and French.

Contract: Fixed-Term Contract, 36 months. Management position. Hybrid working.

Crédit Agricole Creditor Insurance (CACI) is a subsidiary of Crédit Agricole Assurances specialising in borrower insurance and life protection. CACI has 200 employees and is based in Dublin, Milan and Stuttgart.