Operations Officer

Job Title: Operations Officer

Fitness and Probity Classification: CF4, CF5, CF6

Role type: Permanent, Full Time

Position Reports To: Head of Operations

Department: Operations

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

Main Purpose of Job

Application Management & Processing

• Lead the intake and review of new PRSA and ARF applications including applicable documentation to support AML and KYC
• Communicate with customers and brokers where additional information/documentation is required
• Approve applications and issue policies to customers
• Application troubleshooting
• Ensure all application management and processing is executed in accordance to regulatory requirements, industry standards and company policies.

Claims Processing Management

• Oversee the entire claims process from initial notification to final processing.
• Ensure claims are processed efficiently and in accordance with company policies, procedures, and compliance regulatory requirements.
• Manage the intake, triage and escalation of claim requests.
• Govern and process policy exit requests which include but are not limited to policy completions, cooling off exits, transfer out, deceased estate and dormant policies.
• Manage the transition of policies from pre-retirement to post-retirement.
• Implement fraud prevention measures to ensure risk management.
• Coordinate with other departments, such as Legal, Compliance, Finance and Commercial departments to resolve claims-related matters.

Manage the transfer in process

• Review and data entry in Policy administration tool/CRM system of Source of Investment certificate information
• Manage/track the transfer in of customer funds

Client Relationship & Stakeholder Management

• Act as Provider Liaison with customer and brokers
• Maintain a high level of customer service by ensuring that all applications are handled promptly and professionally and within agreed service levels.
• Effectively manage communications with customers and brokers throughout the application process to foster trust, collaboration and advocacy for AGL.
• Establish and maintain collaboration with Chief Commercial Officer and internal cross functional teams.
• Escalate any AML or other compliance concerns to Compliance team.

Data Analysis & Reporting:

• Prepare reports on pipeline activity
• Analyse data to identify trends and opportunities for process improvement and business growth.

Operational Excellence

• Seek opportunities to retain and grow customer business for AGL.
• Leverage deep knowledge around sales and operations management to implement change, adopt best practices, enhance operational efficiencies and drive continuous improvement.
• Lead initiatives to define and improve the processes, including the adoption of new technologies or methodologies.
• Stay informed about Industry developments, regulatory changes and best practices.

This job description shall not limit the duties which may be assigned to this role. The successful candidate shall be required to perform on a temporary or permanent basis such additional or different duties that the Company may reasonably assign to them from time-to-time.

Key Performance Measures

• Processing of applications within agreed SLA and in accordance to regulatory requirements, industry standards and company policies.
• Achieve operation and company goals through strong collaboration with Chief Commercial Officer and other departments
• Establishing and maintaining excellent customer and broker relations to ensure high customer satisfaction
• Lead initiatives for process improvements and demonstrate operational excellence

Key Customers

Internal: AGL staff, AGL senior management, AML department, compliance department, other operations departments

External: External service providers

Business Competencies

Education & qualifications

• Bachelors Degree in Business or related Financial services field.  
• 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.

Professional Competence

• Minimum of 2 years’ experience in the Life Insurance Industry

Product and Technical knowledge

• In-depth understanding of Investment, Pension & Protection Products & risk management.

Management

• Ability to influence others and manage different stakeholders

Commercial Awareness

• Proven track record in previous role executing against operations strategy in Irish Insurance Market.
• Ability to identify areas for improvements and provide a customer focused solution

Personal Competencies

Personal Impact

• Results Focussed
• Leadership & Accountability
• High level of Integrity and professionalism
• Customer Focussed with excellent client/customer orientation
• Adaptable and open to change in a dynamic environment.
• Team focus with a collaborative mindset and strong focus on teamwork. 

Intellectual Effectiveness

• Adaptability to changing market & company needs
• Ability to balance a number of conflicting priorities and support management in making decisions

Communications

• Strong communication skills both written and verbal and attention to detail required.
• Strong customer orientation with the ability to manage broker relations effectively.
• Proficiency in another language (French, Italian, Spanish) is a plus.   

Stakeholder Management

• Ability to build strong relationships with key stakeholders.
• Track record at managing both Internal & External Stakeholders

Fitness and Probity

Ethical, Honest and Acts with Integrity

• Demonstrate honesty, integrity and ethical behaviour.

Financial Soundness

• Demonstrate financial soundness.

83205 | Operations | Professional | n.a. | Allianz Global Life | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.