Head of Operations

Job Title: Head of Operations (Head of Claims PCF)

Fitness & Probity Classification: CF7, CF8, PCF43 

Role Type: Permanent, full-time 

Position Reports to: Chief Operating Officer 

Department: Operations 

Location: AGL Head Office, Maple House, Temple Road, Blackrock, Co. Dublin. 

Main Purpose of Job 

Strategic Planning and Execution 

• Strategic planning for Operations Team, with a focus on workflow and case management 

• Define SLAs, performance metrics and goals to measure operational effectiveness, ensuring targets align across both pipeline and existing portfolios 

Operations Management 

• Lead the Operations department, in areas such as emerging pipeline, in-force policy administration, management and claims to ensure seamless coordination and performance 

• Focus on customer-centric operations management by ensuring that all processes are aligned with client needs and expectations 

• As AGL is a cross-border company, ongoing engagement with Operations teams in each of AGL’s branches is crucial to ensure alignment and consistency across all operational processes and procedures, in addition to sharing best practices. 

Claims Management 

• Proven experience in managing Life Claims (protection and UL)  

• Overseeing all aspects of the claims process, including assessment, handling, adjustment, settlement, investigations, litigation, and recovery 

• Representing the claims function at senior management levels and ensuring accurate reporting and service standards  

Regulatory Compliance 

• Ensure all customer-related operations comply with regulatory requirements, industry standards and Company policies 

• Stay informed about industry developments, regulatory changes and best practices, adapting operational protocols accordingly 

Data Management & Reporting 

• Utilise data analysis to forecast operations, as well as assess and improve decision-making processes, operational performance, risks and opportunities for improvements 

• Prepare and present reports to senior management regarding policy effectiveness & performance 

Team Leadership 

• Lead, mentor and develop a diverse team of operations staff 

• Foster a collaborative team environment to encourage professional development and knowledge sharing 

Operational Excellence:  

• Leverage knowledge of product & customer operations to implement change, adopt best practices and drive continuous improvement 

• Oversee the integration of technology solutions to enhance operational excellence 

Key Performance Measures 

• Deliver customer centric operations, maintaining excellent customer and distributor relations to ensure high satisfaction     

• Manage a high performing Operations team and outsourced service providers 

• Lead initiatives for process improvements and demonstrate operational excellence 

No. of Reports: Direct: 1-2 and dotted reporting line from Branches and Outsourcers 

Decision Making Authority: As delegated by COO 

Key Customers 

Internal: 

• COO, and other members of the Senior Management Team 

• AGL staff across various departments, particularly Operations, Compliance, Product & Investments, Risk, Finance and Market Management 

External: 

• External Service Providers 

• Distributors  

• Customers & Clients 

Business Competencies  

Education & Qualifications 

• Minimum 5 years of working experience in insurance, operations, organizational management and/or other related fields 

• Bachelor's degree in business, insurance  finance, or a related field is typically required 

• Must meet Minimum Competency qualifications set under CBI requirements such as QFA, Accredited Product Advisor, Accredited Product Professional Certificate in Personal Financial Planning or a Member, Associate or Fellow of the Irish Institute of Pensions Management 

• Proficiency in another language (French, Italian, Spanish or German) is a plus 

Professional Competence / Product and Technical knowledge 

• Strong knowledge of Insurance & Pension regulations and compliance requirements (within Ireland and preferable cross-border) 

• Strong knowledge of operations and process management  

• Certifications in OPEX, Six Sigma are beneficial for this role 

• Sound understanding of CRM/technologies and their application in operational processes (e.g. Sales Force) 

Management 

• Proven track record in previous role executing policy and operations strategy in Irish Insurance Market   

• Ability to identify areas for improvements and provide a customer focused solution 

Personal Competencies 

Personal Impact 

• Results-oriented, with a strong focus on achieving operational excellence  

• Strong leadership and team management skills with the ability to inspire and motivate others 

• Team player with a high level of integrity and professionalism  

• Customer focussed with excellent client orientation    

• Adaptable to change and willingness to embrace new processes 

• Ability to manage multiple priorities and work effectively under pressure 

Communication 

• Excellent English communication skills, both written and verbal, with attention to detail required 

• Collaborative mindset with a strong focus on teamwork and cross-functional coordination 

Fitness and Probity: 

Ethical, Honest and Acts with Integrity: Demonstrate honesty, integrity and ethical behaviour. 

Financial Soundness: Demonstrate financial soundness.