Team Lead

About Allianz 

We are proud to be one of the world’s most trusted insurance companies, serving over 800,000 customers across Ireland, for over 100 years. Our success is primarily down to the incredible people we employ. With over 700 people in Allianz Ireland, we truly care for our employees and their individual needs and aspirations. We have tailored our work approach to ensure you the flexibility and support needed to excel in your role. While the role is officially based in Elm Park, Dublin 4, the team work within a hybrid working model. We are incredibly proud to be recognised as a Great Place to Work 2025 having won the Super Large Category, as well as being 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 

As a Team Leader you will be responsible for leading and performance coaching a team of contact centre representatives who deliver an extraordinary sales and service experience for our customers.

Reporting to the Direct Operations Manager, the Direct Team Leader will work as part of the management team within our Allianz Direct Contact Centre and is based in Elm Park, Merrion Road, Dublin 4. 

Key Responsibilities: 

• Manage and monitor team performance metrics i.e.  Productivity, sales,   renewal retention and QA targets.
• Effectively lead your team, maintaining agreed customer service levels and managing performance through coaching
• Provide valuable and regular feedback to your team through performance management
• Partner with HR and Talent to recruit, develop and retain team members
• Drive performance and achievement of customer metrics including customer NPS
• Manage the on-boarding process for new staff and monitor compliance with CPD requirements

• Act as an escalation point for the team on technical queries and customer issues
• Manage complaints and support staff in the resolution of complaints
• Provide support to the Direct Operations Manager and deputise for them when required
• Ensure consistency of quality in the standards provided by the team in relation to quotations, business processing and all other aspects of customer service and sales to customers
• Actively participate in or lead projects or operational initiatives where required
• Maintain compliance with regulatory requirements such as the Consumer and Data Protection codes

• Create and sustain a collaborative culture within the direct management team and colleagues across the Allianz business particularly in Claims, Operations and Underwriting

Key Requirements / Skills & Experience 

Essential: 

• 3+ years experience in Personal Lines in an Insurance Company/Broker
• Prior experience in people management or coaching for performance

• Recognised Insurance Qualification or Grandfather Status applicable to Personal Lines

Desirable: 

• Relevant third level qualification
• Multi product experience; home, motor, pet, commercial, taxi and niche products
• Experience of dealing with customers in a service enviroment.

Our Benefits: 

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

Allianz plc. is regulated by the Central Bank of Ireland.

#LI-Hybrid This is a hybrid remote/in-office role

MCC: 

 **This role is subject to Minimum Competency Code (“MCC”) as provided for by the Central Bank of Ireland.  A recognised insurance qualification may be required for this position. Appointment to this role will be subject to the requirements provided for by the Central Bank of Ireland.  This role is a Control Function (CF-4, 7, 8) and is subject to F&P Standards. This includes the requirements provided for by the Central Bank (Individual Accountability Framework) Act 2023. See Link: Individual Accountability Framework | Central Bank of Ireland.  The successful candidate will be provided with the relevant Conduct Standards (including Additional Conduct Standards) training, where required.  

Regulatory Notice: 

Appointment to this role will be subject to the requirements provided for by the Central Bank of Ireland.   This role is a Control Function (CF2) and is subject to F&P Standards.  This includes the requirements provided for by the Central Bank (Individual Accountability The successful candidate will be provided with the relevant Conduct Standards (including Additional Conduct Standards) training, where required. 

84544 | Customer Services & Claims | Management | Non-Executive | Allianz Ireland | Full-Time | Permanent

We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and 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 race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Great to have you on board. Let's care for tomorrow.