Claims Process Improvement Lead - FNOL - 12 Month Contract

About Allianz

We are proud to be one of the world’s most trusted insurance companies, and Ireland’s #1 Property & Casualty Insurer serving over 900,000 customers across Ireland, for over 100 years. Our success is driven by the incredible people we employ, with over 800 people in Allianz Ireland, we are committed to supporting our employees' individual needs and aspirations. 

This role is officially based in Elm Park, Dublin 4, but we embrace a hybrid working model that offers you the flexibility and support you need to excel in your role. 

We are incredibly proud to be recognised as a Great Place to Work having won the Super Large Category in 2025 & 2026, as well as being named one of Ireland’s Best Workplaces for Women and Best Workplaces for Health & Wellbeing. If you're ready to take the next step in your career, apply now and become part of the team!  

The Opportunity

The Process Improvement Lead will play a critical role in transforming the First Notification of Loss (FNOL) stage within Motor Damage Claims. 

This role brings together process ownership, people leadership, and continuous improvement to ensure every claim starts with a seamless, efficient, and high-quality customer experience. 

Operating within an Agile framework, this role emphasizes cross-team collaboration, iterative problem-solving, and fostering a culture of adaptability and innovation to achieve high-quality outcomes. It will play a central role in diagnosing performance issues, designing and embedding improved workflows, and establishing a sustainable FNOL operating model that consistently delivers exceptional results for both customers and the business. 

Key Responsibilities: 

FNOL Process Ownership & Improvement 

• Own the end-to-end FNOL journey from first customer contact through to correct claim routing 

• Identify performance gaps including rework, delays, and customer friction points 

• Design, test, and implement enhanced FNOL and triage workflows to optimize efficiency and outcomes.   

• Establish and embed clear decision frameworks and structured escalation pathways 

• Leverage automation and digitization opportunities to streamline processes and improve quality   

Team Leadership & Delivery 

•  Lead, coach, and develop a team of FNOL handlers fostering a culture of accountability and ownership  

• Set clear expectations on performance, quality, and customer outcomes 

• Effectively balance telephony demand with accurate claim intake and routing to maintain service excellence. 

• Promote continuous improvement by embedding Lean principles and encouraging innovative problem-solving. 

• Ensure consistent execution of FNOL processes across the team, maintaining high standards of quality and efficiency.   

Performance & Continuous Improvement 

• Define and track FNOL performance metrics, such as quality, routing accuracy, and cycle time, to measure progress and inform iterative improvements. 

• Use data-driven insights to identify trends, diagnose root causes, and prioritize impactful changes. 

• Lead Agile interventions to address underperformance, using iterative feedback loops to drive sustainable improvements. 

• Ensure first-time claim routing accuracy to minimize downstream rework and deliver faster, higher-quality outcomes. 

• Establish sustainable practices and governance frameworks that align with Agile principles of adaptability and continuous improvement. 

Key Requirements / Skills & Experience  

Essential: 

• Proven experience in process improvement and leading change initiatives 

•  Data-driven mindset with the ability to translate insight into action  

• Strong customer focus with a commitment to improving customer outcomes 

• Minimum of 3 years’ experience in General Insurance, ideally in Claims or Underwriting. 

• Relevant professional qualifications (e.g., APA, CIP, MDI, or ACII). 

Desirable: 

• Background in Motor Claims and/or FNOL environments, with an understanding of claims processes and challenges. 

• Experience working within Agile or iterative environments 

• Leadership experience, including coaching, facilitating, and managing change within a team or across cross-functional responsibilities,   

• Familiarity with Agile methodologies (e.g., Scrum, Kanban) and Lean/continuous improvement frameworks. 

• At Allianz Ireland, we are committed to staying at the forefront of technological advancements. While this role may not require specific expertise in Data Analytics or Artificial Intelligence (AI) technologies, having an understanding of their core principles and practical applications is beneficial. 

Our Benefits:  

We offer a competitive remuneration package, generous pension scheme contributions, health insurance, working from home allowance, numerous wellbeing and family benefits, an onsite gym, and a well-connected, accessible location with onsite staff parking and free lunches.