Credit Agricole Creditor Insurance Dublin


Operations - claims team leader - contact center italy H/F

16 novembre Ireland, Dublin CDI

To efficiently supervise, and be responsible for all operational activities for Italy PPI portfolio, through streamlined processes and procedures.
Supervise and be responsible for Customer Care – Italy
 Manage and support the end customer care activity in terms of customer calls and staff availability to take calls
 Ensure staff are trained to answer the customer call queries
 Manage the reporting of customer call activities and ensure capacity planning is adequate
 Report to management on customer call trends and manage those trends in conjunction with Operations Manager
 Create a culture which encourages each individual to have the passion to deliver exceptional service through high quality interaction with the patient
 Ensure the SLA’s are met and regularly maintained
Supervise and be responsible for Team Quality
 Ensure that monthly team quality audits are implemented,
 Monitor results and provide feedback on a team and individual basis,
 Highlight any team or individual quality issues to the Operations Manager immediately.
Assist in creating and amending procedures
 Review all existing procedures on the CACI business to be planned through the year,
 Assist in creating and updating operational procedures as and when necessary, for new and existing business,
 Ensure the application of all CACI working procedures.

Supervise and be responsible for Partnership Management
 Manage and support the local Finance Partners and TPAs in relation to all aspects of Operations for the Italian portfolio,
 Plan a schedule of onsite partnership management visits per year to both Finance Partners and TPAs in conjunction with the local business development teams,
 Monitor the number of calls to the Finance Partners and TPAs as well as emails to dedicated inbox for reporting purposes,
 Implement a partnership management and end customer service culture within the team,
 Be the point of contact for Partners and Italian Branch on all Customer Service Matters.
Monitor performance and provide on-going support, coaching and feedback to team members
 To allocate workload to team members according to competence, experience and volume of work to be processed,
 To monitor daily productivity of each staff member using IRIS and contact centre system in order to complete weekly team balances, to monitor the workload in the Team and to plan the workload for the following week,
 To monitor attendance and punctuality of team members,
 To liaise with the Operations Manager in identifying the training needs of Team staff and to compile a training schedule for new and existing staff, to ensure system and insurance knowledge is proficient for providing an excellent customer service,
 To give staff individual targets following completion of initial months training,

Actively participate in Operations Department Management Team
Manage the implementation of any project

Experience of leading and developing a team desirable
Operational experience and the ability to lead a team modelling our values

Have a very good understanding of the insurance business and ideally undertaken some III (Insurance Institute of Ireland) exams